If you ask children, what gifts they want to receive, the answer is most likely related to happiness: a cool toy, a yummy snack, an adorable pet, or a fun trip to the amusement park. But the prerequisite to all these gifts is a healthy body and reliable insurance coverage. For International Children’s Day, Comprehensive IP+OP offers stand-alone policy for juvenile so you can safeguard your child’s future with a warm and thoughtful policy.
Comprehensive IP+OP is a mid-range medical insurance policy for the new middle class. From today until July 31, stand-alone policy for juvenile will be available for a limited time. Its numerous benefits include:
Optional zero-deductible hospitalization
Coverage for both critical and light illnesses
Coverage of up to 3 million RMB
As low as 1.24 RMB/day
Covers special drugs for CAR-T cell therapy and more
During this time, AXA will join hands with Ai You Foundation to hold the “With Love and Protection” charity campaign. Anyone who enrolls their child in Comprehensive IP+OP will receive a Certificate of Love, along with a donation to Ai You Foundation from AXA made on their behalf. All donations will go to help sick children as part of the Ai You-AXA Children’s Foundation.
“Protecting your passion and moving forward with confidence” – From our brand value proposition to offering stand-alone policy for juvenile, AXA has a deep understanding of the different protection needs of Chinese families. By providing an extensive range of insurance products and services, AXA hopes to protect families on their paths of exploration and growth as they move forward to l better lives.
On April 22, the 2022 Q1 Solidarity Townhall was held online, with more than 1,500 colleagues attended remotely. While reviewing the overall performance of the rosy start in the first quarter, all business lines shared their experiences and good practice. The senior management also introduced the solidary efforts in the fight against the epidemic, customer service, ESG promotion plan, pulse survey, etc. While conveying the company’s strategic direction, it also connects every AXA people in the challenging times.
During the session, the first topic was our outperformance in the rosy start program. The premium of all insurance products reached RMB 1.24 billion, a YOY increase of 22.7%. Under severe market pressure, motor insurance premiums increased by 9.5%; health insurance premiums reached 104 million with a YOY growth of more than 2.5 times; commercial insurance doubled to 63 million; retail insurance reached 106 million yuan with a rise of 65%. To be able to achieve such achievements under the adverse impact of the epidemic is worthy of our pride and applause.
Since March when the epidemic has resurged, Shanghai becomes the main battlefield to fight the epidemic. We immediately activated the emergency mechanism, the 24/7 online claim settlement channel, and ensured the sustainability of customer service by setting up online claims settlement specialists and simplifying the claims settlement process. The inconvenience caused by screening and closed-loop management fully reflects our responsibility as “partner”.
During the epidemic, protecting the health and safety of employees is the company’s top priority. The management set up an emergency working group as soon as possible to maximize the safety of employees by deploying remote office, workplace disinfection, and establishing a coordinated emergency response mechanism. The company now collects the health status of Shanghai colleagues through WeCom every day and provide emergency assistance at any time; the food packages rationed by the company have also been sent to colleagues in Shanghai, hoping to help everyone cope with the inconvenience caused by the lockdown. Here I would like to thank the IT, security, administration, human resources, customer service and claims teams for keeping AXA Tianping’s service continuity and ensuring the peace of mind for employees and their families.
In addition, I would like to express my appreciation to the two IT colleagues who took the initiative to apply to be stationed in the Jinqiao office – Hou Feng and Xu Jinqiu. Since March 28, they have been sticking to the Jinqiao office ensuring the smooth operation of the IT system. It is not difficult for us to imagine the many inconveniences they face. Through the “Diary of the Most Beautiful Retrograde” sent from the frontline, we can truly feel their strong sense of responsibility and mission, as well as their optimistic spirit and emotions. Please allow me to represent the company to send our gratitude to Hou Feng and Xu Jinqiu! There are also colleagues from the claims, customer service, IT operations, Shanghai operation center, finance & accounting, CEO office, distribution, and health line and other teams actively participating in the community volunteer team. They are living the AXA Purpose by protecting what matters most.
The achievement cannot be achieved without your solidarity and dedication, Thanks everyone for your contribution!
Other senior management members followed on other topics:
Chief Operating Officer Philip Yu reviewed the company’s overall performance in fighting the epidemic. In the early stage of the epidemic, countermeasures were introduced, to ensure the safety and health of employees and the sustainability of business. An interesting video was also inserted during the period, allowing us to intuitively feel the ownership of the two most beautiful retrogrades, as well as the AXA volunteers who actively participated in community volunteer services and carried forward the spirit of ” AXA Hearts in Action”.
Chief Claims and Customer Service Officer Yang Yong revealed the secret of AXA’s non-stop service to customers during the epidemic–take emergency plans for claims settlement, such as deploying anti-epidemic materials, disinfecting claim settlement vehicles, formulating shift preparation plans, etc. The line of defense against the epidemic is built to ensure that the connection between the company and customers is not interrupted. In the first quarter, the daily average number of new cases reported exceeded 900. We still maintained a 99.8% telephone connection rate and 99.9% telephone service satisfaction rate. The 23 motor insurance service pennants are the affirmation and trust of customers.
Executive Vice President Zhou Liancheng elaborated the first quarter result, and invited He Zhongxiao, general manager of Zhejiang Branch, and Chen Guoshui, general manager of Hebei Branch, as representatives of outstanding institutions, shared their experience to develop diversified development, team incentives, channel breakthroughs, product layout, tracking and counseling. They also set a challenging target for the second quarter: channel operation considering both online and offline, group customer operation to accumulate experience to improve ability, review results of infrastructure retrospective process, compliant operation, improve system management level, and insist brand confidence.
Scott Yin, Chief Actuary and Chief Pricing Officer, interpreted the “double excellence” of the motor insurance business in the first quarter from the perspective of adhering to the development idea of 3.0 era, and requested that in the second quarter, while adhering to cost optimization, actively carry out the H1 business development layout—focusing on renewing customer retention, promoting the growth of new e-marketing customers, and striving to obtain 7% growth on the basis of achieving the target growth rate of 5%. As the basics of the business, the deployment of strategic projects in the motor insurance line is also attracting attention, whether it is promoting customer upgrades, conducting pilot projects for mid-to-high-end customers, or the latest progress and phased results of new energy vehicle insurance projects, all step by step.
Shaw Zeng, Chief Commercial Officer, introduced the Q1 commercial achievement: premiums exceeded the target with YOY increase of 28.6%; operational efficiency significantly improved, operating systems and daily management optimized; business growth points such as overseas projects in Africa were explored, and through cooperation with top insurance companies and foreign brokers, we have established strategic and cooperative relationships to prepare for the long-term development of the business. In addition, the overall goals of commercial insurance and its promotion strategy on the institutional side are also shared with you.
Chief Marketing and Communications Officer Eva Huang shared the ESG strategy and plans, starting from the basic concepts, and introduced the strategic significance and implementation paths of ESG at three different levels of regulation, group, and local entity. In the 2021 AESI (AXA Entity Sustainability Index) rankings, AXATP recorded the highest jump from the 30 participating entities worldwide – up from 35th in 2020 to 19th. Through in-depth understanding of the company’s ESG strategy framework, management committee organizational structure and work schedule, we are full of confidence and expectations for the road to sustainable development.
Chief Human Resources Officer Danielle Zhou introduced the results of the recent Pulse Survey that just concluded in March. The number of employees participating in the survey increased from 571 in December 2021 to 2,819 at the headquarters, with a participation rate of 95%. A more comprehensive and true reflection of the voices of employees. By benchmarking the results of the group and describing the overall trend based on the results of the past four surveys, it interprets the needs of employees from the dimensions of authorization, strategic alignment, value convergence, employee NPS, conciseness and efficiency, customer priority, physical and mental health, and team relationships. It helps to build hierarchical, implementable, and resource-matching action plan. It is believed that continuous follow-up feedback and tracking of results will help create a sound corporate culture and workplace atmosphere that is more favored by employees.
The conference ended with the virtual group photo of all the members. It was very kind to see everyone’s smiling faces on the screen. It is hoped that all colleagues will make persistent efforts to maintain the good momentum of steady progress and quality improvement in the first quarter and promote the achievement and breakthrough of the goals and tasks in the second quarter.
The recent AXA’s annual Study of Mind Health and Wellbeing looks at the current state of mind health across 11 markets in Europe and Asia and constructs the AXA Mind Health Index. It examines how we react to stress, how we choose to diagnose mental illness, and how mental health differs by regions. Mind health in the study is classified into four states —— from “flourishing” at the top to “getting by,” “languishing” and “struggling.”
The findings reveal that about a third (32%) of people globally are getting by, with only 24% flourishing. The gap is wider when examining each region, with only 20% of those in Asia flourishing versus 25% in Europe, and 35% getting by in Asia compared with 32% in Europe.
While in mainland China, 29% of people are flourishing, the same with France and only after Switzerland. 39% Mainland Chinese are getting by, the highest in the 11 markets.
The Mind Health Index identifies 10 skills that can enable people to protect and optimize their mental wellbeing; in effect, it provides a path on how to become ‘fit to flourish’. These 10 skills are:
Emotional Intelligence (EQ)
Self-acceptance
Connectedness
Pride in achievement
Meaning and purpose
Challenge response
Resilience
Self-confidence
Close relationships
Physical health behaviours
We can all use these skills to improve our mind health and wellbeing, especially at this very challenging moment when we face another coronavirus outbreak this spring.
More about the China findings will be released soon to our employees, partners and community as we are keen to leverage our global protection expertise and our years of experience in China, to raise awareness of the importance of mental health by breaking down stigmas, as well as empowering families, employees, and communities with the right tools and assistance on their path to happiness and prosperity.
In case you missed it, you can read the global report and Asia’s findings, as wells as the interview with Antimo Perretta, CEO of AXA Europe and LATAM, and Gordon Watson, CEO of AXA Asia and Africa, here.
The Million Inpatient Medical Insurance 2022 has been released recently, offering customers wider coverage in their health jouney. The upgraded Million IP product brings higher sum assured, more comprehensive protections and more intelligent service.
Sum Insured —— higher sum insured and wider coverage, up to 7.5million yuan
Specialty Drugs —— expanded to 119 specialty drugs, including CAR-T
Medical Devices —— imported and high-end medical devices from zero to five to provide quality treatment
Hospital —— list extended from public hospitals to both public and private to bring more convenience
Health Service —— adding ten health management services catering to specific healthcare needs
Underwriting —— online underwriting helps optimize and ensure a smooth submission process
Guided by「Paye」to「Partner strategy」, we will continue to identify the diverse insurance demands of Chinese customers and offer multiple insurance products and services catering to their health needs at different life stages.
Since the outbreak of the epidemic in Shanghai, many of our lovely colleagues have stepped up, bravely and actively participated in the front line of epidemic prevention and control. They have turned into cohesive “propagandists”, “demonstrators” of civilized practice, and “auxiliaries” in professional positions and “caring staff” of people’s livelihood services, “guardians” of safe homes, contributing their own strength in nucleic acid testing, inspection and registration, order guidance, information entry, sanitation and disinfection, material distribution, epidemic prevention publicity, etc., and truly practice AXA’s Purpose to protect what matters most.
Among them is Gong Chengli from the system operation and maintenance department. As a working mother, she has started community volunteer services since March 31, distributing COVID-19 antigen monitoring kits to residents. In addition, she is bombarded by work meetings and needs to guide her daughter’s studies, grab groceries, and organize housework at the same time. Her daughter’s words “my mom is super heroin” make her full of strength.
Shao Jiaqing from the Infrastructure team also joined the ranks of volunteers soon after the community was locked down. On the one hand, he cared for the elderly living alone, especially the elderly who cannot use the app to grab food when supplies were in short.; on the one hand, maintaining the nucleic acid test queue order and carrying group shopping supplies are also part of his daily life. The praises and thanks from friends and neighbors made him feel the love of neighbors under the epidemic.
Chen Shijing from system development department also took the initiative to apply to join the volunteer team immediately. From 5:30 in the morning, he coordinated nucleic acid collection and antigen distribution for more than 1,400 neighbors in the community, and he was busy until late at night. “Thank you” is the most common sentence Chen Shijing. Whether it is helping to generate nucleic acid QR codes or distributing materials to residents, he can always get such a simple and heart-warming word. It was these words that made him firmer in his belief and pace in participating in epidemic prevention volunteer activities.
Yin Xiangjun of the Shanghai Operation Center has been helping the community maintain the nucleic acid testing order since March 19, distributing supplies and express delivery to residents, helping the elderly and the poor, and patrolling the community.
In addition, there are Quan Wen from the system operation and maintenance department, which provides voluntary services for more than 2,000 residents, and Liu Yan from the finance & accounting department who undertakes “express disinfection and material delivery”. Thank you our lovely AXA colleagues for protecting Shanghai!
Together we rise. On April 22, we held the Solidarity townhall meeting in 2022, the first time in virtual format due to covid restrictions. It was very warm to see everyone’s smiling faces on the screen and I look forward to seeing you soon in offices. During the 90-minute session, the senior management team introduced the rosy start result and all business lines’ performance in Q1, customer service, ESG strategy and pulse survey. We are aligned on clearer strategic directions while connect each other in the challenging times.
We should also feel proud of the first four months’ results, due to the systematic promotion of non-motor operation, the great teamwork across headquarters and branches, the product enhancement, and innovative distribution partnerships. We have reasons to believe that the development strategy of the 3.0 era will inject momentum into the company’s growth. By maintaining the basics of motor business, insisting on comprehensive non-motor transformation, continuously reducing the combined ratio, and improving the system construction with compliance first, we will lay a solid foundation for the company’s sound development and realize the role transformation from “payer” to “partner”.
In the “savage growth” market, professional “partners” can help channel partners gain insight into the real needs of consumers, recognize changes in consumption drivers, and provide systematic solutions for adapting to the trend of category segmentation. In this front, we have launched the Million Inpatient Medical Insurance 2022 version, with higher sum assured, upgraded specialty drugs and medical devices, expanded hospital networks and health management services, as well as intelligent underwriting process, to cater to specific health needs.
Partner also means providing mental care for people in need during lockdowns. AXA firmly believes that mental health and physical health are equally important, interrelated with each other. Therefore, in the ” 2022 AXA Mental Health Survey”, ten skills are suggested with corresponding daily life tips to help people stay mentally healthy.
In our joint journey, Partner means a far-reaching and positive impact. As AXA Tianping’s ESG journey sets sail, we will adhere to the AXA purpose of “act for human progress by protecting what matters”, and seek to achieve safe, ethical, and sustainable development in the dual-carbon era.
Keep the clouds open and see the moon, and the epidemic will eventually dissipate. I look forward to working with everyone to achieve a “win-win” epidemic prevention and control and business operation.
Together we rise. On April 22, we held the Solidarity townhall meeting in 2022, the first time in virtual format due to covid restrictions. It was very warm to see everyone’s smiling faces on the screen and I look forward to seeing you soon in offices. During the 90-minute session, the senior management team introduced the rosy start result and all business lines’ performance in Q1, customer service, ESG strategy and pulse survey. We are aligned on clearer strategic directions while connect each other in the challenging times.
We should also feel proud of the first four months’ results, due to the systematic promotion of non-motor operation, the great teamwork across headquarters and branches, the product enhancement, and innovative distribution partnerships. We have reasons to believe that the development strategy of the 3.0 era will inject momentum into the company’s growth. By maintaining the basics of motor business, insisting on comprehensive non-motor transformation, continuously reducing the combined ratio, and improving the system construction with compliance first, we will lay a solid foundation for the company’s sound development and realize the role transformation from “payer” to “partner”.
In the “savage growth” market, professional “partners” can help channel partners gain insight into the real needs of consumers, recognize changes in consumption drivers, and provide systematic solutions for adapting to the trend of category segmentation. In this front, we have launched the Million Inpatient Medical Insurance 2022 version, with higher sum assured, upgraded specialty drugs and medical devices, expanded hospital networks and health management services, as well as intelligent underwriting process, to cater to specific health needs.
Partner also means providing mental care for people in need during lockdowns. AXA firmly believes that mental health and physical health are equally important, interrelated with each other. Therefore, in the ” 2022 AXA Mental Health Survey”, ten skills are suggested with corresponding daily life tips to help people stay mentally healthy.
In our joint journey, Partner means a far-reaching and positive impact. As AXA Tianping’s ESG journey sets sail, we will adhere to the AXA purpose of “act for human progress by protecting what matters”, and seek to achieve safe, ethical, and sustainable development in the dual-carbon era.
Keep the clouds open and see the moon, and the epidemic will eventually dissipate. I look forward to working with everyone to achieve a “win-win” epidemic prevention and control and business operation.
In the AXA Star contest, altogether 22 AXA colleagues from headquarter and branches are entitled to awards of AXA Stars in Transformation, Customer First, Integrity, Courage and One AXA. This special column was set up for them so we can all know their stories in living the AXA values and making their contribution in the company growth.
This month we will introduce the Transformation Star – Li Zhuonan from Hebei branch and Customer Star – Ju Jianwei from Shandong branch.
Transformation Star – Li Zhuonan
Li Zhuonan stepped into the insurance industry in August 2003 and has been in the insurance industry for 18 years. He has worked with a life insurance company and a property and casualty insurance company. In September 2019, he joined AXA Tianping Hebei Branch. During the transformation, he led the team jump out of the box and went deep into the whole product learning. Through market research, he led the branch to develop cooperation channels, and promoted the development of health insurance in the whole province, from the annual premium of 1 million in 2019, to the annual premium of 10 million in 2020, to 22 million in 2021.
Q&A with Li：
Q: How do you feel on winning the AXA Star award？
Li: It is an honor to receive the AXA Star Award. First, I would like to thank the company for the recognition of me, the leadership and encouragement for me, and the help and support of my colleagues. This honor is a great affirmation of my work, and it is also a spur to my future work. In the future, I will be stricter with myself, work hard to innovate, and at the same time hope that the company can prosper and prosper!
Q: Do you have good habits to help you stay healthy?
Li: Thinking, Learning and Reading.
Q: Any books or TV series you would like to share?
Li: I recommend everyone to watch one of my favorite movies, The Shawshank Redemption. This movie gave me a lot of inspiration: first, knowledge changes destiny, we need to keep learning and master different skills to solve all kinds of problems; second, persistence is victory. This is very difficult. It is the most test of people’s will. Andy finally realized his freedom through 20 years of persistence. The same is true at work, perseverance can be rewarded.
Customer Star– Ju Jianwei’ Story:
Ju Jianwei joined AXA in 2014 and has served as Deputy Manager, Manager and Claims Director of the Claims Department of the branch. Previously, he worked with Ping An Property & Casualty for ten years, as the major case manager of the branch, the claims manager of the Tai’an branch, the director of the vehicle property management office of the branch, and the claims manager of the Jinan branch.
During his tenure at the Shandong branch, he led the Shandong claims customer service team to win the first place in the comprehensive evaluation of vehicle insurance claims services of Shandong Property & Casualty Insurance Company for 18 consecutive quarters and continue to be ranked first by Shandong Property & Casualty Insurance Company in the first and second quarters of 2021, the first place in the comprehensive evaluation of vehicle insurance claims service. He actively embraced non-motor transformation and accelerated the pace of transformation. Starting from non-motor claims management and basic operations, systematic and comprehensive planning and management have been carried out in team building, personnel training, system construction, process optimization, case management and control, tool development, etc. to ensure the service quality of non-motor customer service.
Q&A with Ju Jianwei:
Q: How do you feel on winning the AXA Star award？
Ju: I am very honored to be awarded AXA’s “Customer Star” in 2021. I will continue to practice AXA’s four core values of “customer first” and make “customer-centric” a work habit of the team. From the customer’s point of view, think what the customer thinks, worry about the customer’s urgency, and serve every customer well.
Q: Do you have good habits to help you stay healthy?
Ju: ①exercising: running 3 times a week ②Reading input: enjoy good books
Q: Any books or TV series you would like to share?
Ju: Disney Chairman and CEO Robert Iger’s autobiography “The Journey of a Lifetime”. This book tells the personal career story of the protagonist Robert Iger, who was born in an ordinary family, from an ordinary employee to a chief operating officer and finally became the chairman and CEO of the world’s largest company, Disney. After watching it, I feel deeply that honor does not belong to critics, honor belongs to those who really fight in the arena, and those whose faces are covered with dust, sweat and blood. Adhere to personal principles: optimism, courage, focus, decisiveness, curiosity, justice, deliberation, sincerity, pursuit of perfection and integrity. There will be times when the wind and waves break, and the sails will be hung straight to help the sea! It is hereby recommended that everyone who is fortunate enough to read this book will find their own answers and be deeply inspired. At the end, Iger added a sentence saying: No matter which stage of the journey you go to, you are still the self you have always been. No matter how far you go, don’t forget your original intention.
In March, a resurgence of coronavirus infections has hit many cities, especially Shanghai. We immediately activated the emergency mechanism and the 24/7 online claim settlement channel to ensure customer service are delivered to those in need. At the same time, we make sure employees’ health and safety are safeguarded while many of them take part in the cities’ voluntary network to support the communities.
24/7 Customer Service
The minute that the new coronavirus outbreak starts, the Shanghai branch quickly established a “special claim team”, rolling out simplified claims process, claim fast track, a 7×24 online claim settlement system through WeChat or mini-app. In addition, AXA Tianping also worked with QHealth to provide online medical consultation services to help customers obtain professional medical advice at home, sharing personal and family protection knowledge, and contributing to epidemic prevention.
Employee-first
Employee’s health and safety has always been a top priority. Since March 9th when the city’s situation deteriorates, AXA Tianping immediately launched a series of measures for Shanghai colleagues including shift pattern in office, daily online health check, workplace sanitization, distance rules in office and online meeting support.
Thanks to the Security team, all staff can receive a daily update on the epidemic, local policies, safety tips, and workplace status. The admin team has purchased necessities including masks, sleeping bags, water-proof mats, toiletries for colleagues who may get locked in office. IT team has put in place all technical support for staff to work at home.
AXA Hearts in Action
In early April, AXA Tianping has launched an initiative to encourage employees to join the volunteer-engagement network in their communities. Colleagues from sales & distribution, customer service & claims, IT & operations, operation center, finance have already been actively engaged in voluntary programs to help those residents in their communities. They are the ambassadors of the “AXA Hearts in Action” spirit, living AXA’s purpose of “Act for human progress by protecting what matters”. Meanwhile, the labor union of Shanghai headquarter initiated matching donations to engage all staff to participate the donation for anti-epidemic.
The Diary of Two IT colleagues Trapped in Office
The minute when Shanghai government announced two-phased lockdown, two IT colleagues, HOU Feng and XU Jinqiu offered to stay in Jinqiao office to support IT operation. Between “Safe and comfortable home” and “inconvenient office”, they chose the latter without hesitation. From 0:00 on March 28, they began to live in the office for at least 8 days.
Their routine begins early in the morning. By 8 o’clock, more than 20 master servers are restarted, and more than 30 accounts are remotely set. On average, they support more than 80 additional on-site work orders every day and cooperate with the industrial park for covid-test. Eggs, bread, vegetarian noodles and pickles are all they can eat, occasionally some Xinjiang big plate Chicken in the only restaurant in the industrial park where Jinqiao office locates. They remain optimistic despite the unknown conditions, and keeping themselves healthy by taking daily exercise, skipping rope.
（供中国大陆区以外同事观看,For AXA colleagues outside mainland China)
This February was memorable because of the Beijing 2022 Winter Olympics. We also created our tailored campaign for the Olympics with AXA Confident Family commercials to reinforce our brand proposition: “protecting your passion and moving forward with confidence”.
You will find World Ski Champion Nina LI’s endorsement in the stories helping to uplift our brand image, followed by three ordinary families sharing their skiing experience and bringing authenticity to the campaign.
The four-week multi-faceted campaign consists of the combination of sales posters, videos, and social posts to elaborate the protection and confidence that our brand brings to people’s life and health.
Please click the links to watch the stories of those families’ skiing experience.
