To mark the World Mental Health Day, AXA recently launched the #Make Time for Me-time campaign in Asia. Our team in China also joined the campaign, which attracted 383 people sharing their Me-time moments and recording 1,120 likes between 28 September to 8 October.
We also celebrated the Mental Health Month in October, calling for people to have a break of self-care amid the immense pressure to juggle work and life, to find a few minutes to ourselves and devote about 10% of daily schedules to self-care, which is essential to overall wellbeing. This further cements our healthcare leadership and showcases AXA’s brand mission and corporate social responsibility on the mental health topic.
AXA has been devoted to improving mental wellbeing and enabling meaningful change among employees, partners and clients. Some recent examples include our annual Mind Health and Wellbeing Study to raise awareness of the importance of mind health and break down stigma, as well as the upcoming Fit to Flourish series to equip individuals with the tools to improve mental health being. The Mental Health Month will also further strengthen our leadership in healthcare.
AXA believes that wellness requires holistic care and is committed to supporting AXA employees, partners and clients around the world to improve their mental health and thereby drive meaningful change. This includes AXA’s annual Mind Health and Wellbeing Stud, which aims to break down stigma by raising awareness of mental health. It also features top 10 Fit to Flourish skills to equip individuals with the tools to improve mental health being. These skills are now turned into short videos and I am glad to share the remaining five videos with you in this issue. I hope it will be helpful to you, and feel free to share them with your family and friends.
In China, AXA Tianping launched Kids sales and marketing integrated campaign since May, featuring the 100 AXA Confident Kids social campaign, online & offline advertising and IPOP kids product drive. The integrated campaign ensures active participation of branch sales and broker agents, which contributes to the success of the campaign through the star-product-oriented program and the novel 3D video.
During the campaign period from May to August, the new policy GWP of comprehensive IPOP registered a 272% increase, with child-standalone as high as 575% jump. At the same time, the Kids campaign has boosted customer affection rate to 92% and purchase intention by 6%. The campaign’s autostereoscopic advertising videos recorded 104million impressions, 38.7% increase of estimation. The social campaign attracted 79,047views and 87,159 likes through WeChat platform, and 934 kids’ photos and around 300 stories are collected. Click here to watch the video of the 100 Confident AXA Kids.
In September, Chengdu was unfortunately taken a toll by the pandemic. Despite challenges such as community and workplace pandemic control measures, work-from-home arrangement, and city-wide lockdown, our management and various departments at Chengdu Online Customer Service Center timely activated the pandemic protocol. Stay true to our customer-centric approach, they provided full support for the national customer service number 95550 to ensure round-the-clock services, and maintained the normal operation of the center. We could not have weathered the storm so smoothly without their hard work.
Notably, there is a group of front-line customer service staff who have been stationed in the workplace for more than half a month. During their stay, they experienced the 6.8-magnitude Sichuan Luding earthquake and spent a special Mid-Autumn Festival in the workplace. They took the responsibility, carried out their work and provided strong business support to partners working from home, setting an outstanding example for all of us. We are not only colleagues, but only also part of our big family.
Yu Hongyan and Liang Dan, team leaders of group three and four of the center, are both mothers. During the period when they were stationed in the workplace, they got up at 7:00 every morning and worked until 10:00 in the evening, leading 8 colleagues to carry out the work despite the challenges. They were monitoring indicators, supporting busy lines, coordinating shifts and all kinds of temporary emergency situations in the workplace, such as the surge in calls related natural disasters, unstable system networks for work-from-home colleagues, emergency consultation and complaint handling, etc. In the morning, they prepared breakfast for everyone; in the evening, they organized recreational activities, such as rope skipping, aerobics, and book reading, to boost morale and make sure everyone is having a good time even though they are away from their families.
The stationed customer service staff include: Huang Mei, Cheng Lilan, Yi Chunyan, Chen Yu, Qiao Hongrong, Liu Mengqin, Wang Lingling, Zhang Caixia. These young people with an average age of about 28 years old responded to the company’s call for help and stepped up to support. Knowing what’s going to happen, they brough all the supplies they need, committing to days of isolation. As expected, the Chengdu Epidemic Headquarters enforced three days of city-wide lockdown and more. In the end, all of them held it together until the lockdown was fully lifted. When they were not working, they also took time to clean the workplace and watered the plants, as well as meeting partners and families via video calls.
Shen Yakui, our senior IT technician in Chengdu who has been in the company for 15 years, had a particularly important job. During the epidemic, his works were particularly complicated and vital as he is responsible for making sure things operate smoothly. He even needed to regularly drain the water when the server room was flooded, while helping work-from-home colleagues on their questions.
Although the epidemic has separated us, it does not stop us from caring and loving each other. The management team, the back office, and customer service staff closely watched everyone’s situation, and delivered supplied and showed support for the partners on the front line of fight the pandemic, making sure they are not alone.
On 19 September, Chengdu lifted the lockdown and all of their contributions and sacrifices have paid off. I would like to express my sincere gratitude and respect for everyone’s persistence and dedication! It is only with everyone’s concerted efforts that we can overcome these difficulties. Thank you for your warm regards and unswerving support of the stable operation of the Chengdu Online Customer Service Center.
Recently, AXA has won a series of awards in the areas of product innovation, digital transformation, channel collaboration and sustainability.
The China Insurance Digital Intelligence Ecology Conference & EXPO 2022 was held in Shanghai on 22September. We are pleased to have won the “Excellent Insurance Product and Service Innovation Award” and ” Best Integrated Digital Intelligence Solutions for the Insurance Industry Award ” in the 2022 China Insurance Innovator Award. Founded in 2017, the award aims to commend innovative achievements in the insurance field and promote technological innovation and global connection in China’s insurance industry. The awards are selected by a jury committee composed of professionals from industry associations, industry alliances, media and consulting companies, among others.
On 30 August, the 2022 International Green Zero Carbon Festival (GZCF 2022) and ESG Leadership Summit was held in Beijing, co-organised by SY Observe, Gongyi Daily and many mainstream and finance media outlets in China. AXA Tianping was awarded the “2022 Green Sustainability Contribution Award” at the “Power of Zero Carbon” award ceremony. Our efforts in actively addressing climate change, organizing employee volunteer activities and contributing to the dual carbon goal, as well as our continuous exploration and innovation in the field of sustainable development were recognized, reinforcing our determination to continue to uphold the brand promise of “act for human progress by protecting what matters” and to continuously implement the Group’s ESG philosophy to protect the interests of people, enterprises and the society.
On 18August, AXA Tianping was awarded the “Most Innovative Insurance Brand Award” at the 2022 China Insurance Innovation Partnering Summit for its efforts in technology innovation and business empowerment. Meanwhile, , Chief Operations Officer Yu Jianguang and Digital Retail Manager Huang Beiying shared their thoughts and insights on how to build and utilize omnichannel user operation platform, empower corporate with digital transformation, and drive business with digital technology. Their sharing provided fruit for thought for participants, and also highlighted AXA’s wealth of knowledge in insurtech.
Also in August 2022, Huakang awarded AXA Tiangping with the Outstanding Partner Award for its excellent brand image building and professional product and services. Among the 12 awardees, there were only two awards for P&C insurers and AXA Tiangping won one of them. We have the highest year-over-year premium growth among all of Huakang’s partners and we are expected to triple our premiums in 2022 compared to last year. In terms of channel empowerment, we have also adopted a systematic training scheme combining online and offline modes, boosting our growth across the board and for individuals, which has been well received by the Huakang team.
In September, Chengdu was under lockdown due to the pandemic. In order to matain services of the customer service number 95550, our colleagues from the center stationed in the workplace for more than two weeks. During that period, they experienced the 6.8-magnitude Luding earthquake and also experienced a special Mid-Autumn Festival. They fully embody the core values of “Customer First, Integrity Leadership, Courageous Decision Making, and Unity”, please join me in paying tribute and gratitude to this lovely and respectable group of customer service colleagues! Our customer-first approach is also reflected in AXA Tianping’s product and service innovation. For example, adding to our comprehensive suite of protection offerings for customers, we successfully launched the new Internet insurance which is an accessible, affordable, convenient and caring solution with the aim to protect our customers’ healthy life. We also achieved another milestone in our digitalization journey, with the release of Emma 3.0, ushering in a new era for the one-stop digital platform. We will continue to challenge the status quo and commit to excellence as we leverage technology to empower customer experience and accompany Chinese families to explore the world and enjoy their life with peace of mind and confidence.
From “payer” to “partner” and customer-centric approach is the philosophy that AXA has been adhering to. Therefore, consumer rights protection has always been at the top of our agenda. In September, in response to the regulator’s call to action we organized activities around the “Financial Knowledge Popularization Month”, and all teams contribute in improving the public’s financial literacy and educating them to be a rational investor, and a good financial netizen”.
I hope that everyone will continue to put efforts in consumer protection and help build a harmonious financial ecological environment.
In the past month, we are also honored to be recognized for our sustainable development efforts, brand innovation and business capabilities, and won several awards. This is all thanks to everyone’s efforts and I hope we can carry on the strong momentum. I would also like to take this opportunity to congratulate our colleague Zhang Danfeng at Claims and Customer Service Department of Shanghai Branch, for being recognized as the “ Anti-Insurance Fraud Champion 2021” by the Shanghai Office of the CBIRC and the Shanghai Municipal Public Security Bureau this August. The company’s sustainable and healthy development is closely related to our anti-fraud risk management work. I encourage every one of us to strengthen our awareness of compliance, actively carry out insurance anti-fraud work, and support the high-quality development of the business while protecting the rights and interests of consumers.
Innovation and collaboration are also reflected in the sales side, the integrated social campaign, 100 AXA Confident Kids, reinforcing sales and marketing team working together to generate great business result. The integrated campaign ensures active participation of branch sales and broker agents, which contributes to the success of the campaign through the online & offline advertising and IPOP kids product drive.
Once again I want to thank every one of you for your hard work as we usher in the 3.0 era. I wish you a happy National Day holiday and look forward to working closely with you on the transformation journey.
In September, Chengdu was under lockdown due to the pandemic. In order to matain services of the customer service number 95550, our colleagues from the center stationed in the workplace for more than two weeks. During that period, they experienced the 6.8-magnitude Luding earthquake and also experienced a special Mid-Autumn Festival. They fully embody the core values of “Customer First, Integrity Leadership, Courageous Decision Making, and Unity”, please join me in paying tribute and gratitude to this lovely and respectable group of customer service colleagues! Our customer-first approach is also reflected in AXA Tianping’s product and service innovation. For example, adding to our comprehensive suite of protection offerings for customers, we successfully launched the new Internet insurance which is an accessible, affordable, convenient and caring solution with the aim to protect our customers’ healthy life. We also achieved another milestone in our digitalization journey, with the release of Emma 3.0, ushering in a new era for the one-stop digital platform. We will continue to challenge the status quo and commit to excellence as we leverage technology to empower customer experience and accompany Chinese families to explore the world and enjoy their life with peace of mind and confidence.
From “payer” to “partner” and customer-centric approach is the philosophy that AXA has been adhering to. Therefore, consumer rights protection has always been at the top of our agenda. In September, in response to the regulator’s call to action we organized activities around the “Financial Knowledge Popularization Month”, and all teams contribute in improving the public’s financial literacy and educating them to be a rational investor, and a good financial netizen”.
I hope that everyone will continue to put efforts in consumer protection and help build a harmonious financial ecological environment.
In the past month, we are also honored to be recognized for our sustainable development efforts, brand innovation and business capabilities, and won several awards. This is all thanks to everyone’s efforts and I hope we can carry on the strong momentum. I would also like to take this opportunity to congratulate our colleague Zhang Danfeng at Claims and Customer Service Department of Shanghai Branch, for being recognized as the “ Anti-Insurance Fraud Champion 2021” by the Shanghai Office of the CBIRC and the Shanghai Municipal Public Security Bureau this August. The company’s sustainable and healthy development is closely related to our anti-fraud risk management work. I encourage every one of us to strengthen our awareness of compliance, actively carry out insurance anti-fraud work, and support the high-quality development of the business while protecting the rights and interests of consumers.
Innovation and collaboration are also reflected in the sales side, the integrated social campaign, 100 AXA Confident Kids, reinforcing sales and marketing team working together to generate great business result. The integrated campaign ensures active participation of branch sales and broker agents, which contributes to the success of the campaign through the online & offline advertising and IPOP kids product drive.
Once again I want to thank every one of you for your hard work as we usher in the 3.0 era. I wish you a happy National Day holiday and look forward to working closely with you on the transformation journey.
AXA has always been very vocal and active about advocating mental health and believes that mental health is as important as physical health. As a partner on people’s health journey, we hope that through our global expertise and collaboration with academic institutions, we can share professional insight, raise awareness of mental health, promote the de-stigmatization of mental illness, and provide you with the right tools and support to help you live a happy and fulfilling life. The impact of the pandemic is still lingering, and the everyday work and pressure have taken a toll on our mental health. AXA strives to follow through it commitment and provide everyone with simple and easy tools and support, in order to achieve the flourishing state.
Inside the “2022 AXA Study of Mind Health and Wellbeing ” we launched in the first half of the year, we have outlines ten skills for improving mental health. There are turned into ten engaging short videos and I am glad to share with you five of them in this monthly issue. I hope you find them helpful and please feel free to share them with your family and friends.
Recently, I spoke with the China Banking and Insurance News and reiterated our AXA 3.0 era of transformation era anchored in “diversified products, quality control, and sustainable development”, while looking back what I have seen and experienced since joining the AXA family. I also had the opportunity to showcase our transformative achievements in the past year and outline our ambition for this year. As mentioned in the article, I hope that AXA Tianping can continue to be a great platform for all of our employees, and support everyone’s development alongside with company’s rapid growth.
AXA has always been adhering to the customer-centric appaorch. We act in the interests of our customers amd think about what they want and need. Strengthening the protection of consumer rights and interests is an important part of maintaining financial order, preventing and resolving risks, and is also an inherent element for our own sustainable development.
In 2022, our consumer rights protection work is led by the Claims Customer Service Center, which has actively carried out work in various aspects such as system build-up, mechanism operation, service improvement, promotion and education, and supervision and assessment. The consumer protection work of most of our institutions is proceeding as planned, and will focus on system build-up, internal training, daily monitoring, etc., focusing on strengthening the organization’s awareness, = head office supervision and inspection , and improving the consumer protection assessment mechanism.
Recently, in response to the regulator’s call to action, we also launched the “Financial Knowledge Popularization Month, Financial Knowledge into Ten Thousands of Homes, Strive to Be a Rational Investor and a Good Financial Netizen”. For this event we focus on educating the consumers and investors, promoting basic financial knowledge and financial risk prevention skills. We will put out tips to prevent illegal financial activities, such as financial fraud targeting senior citizens, telecommunication network fraud, illegal agent rights protection and other issues that are against consumers rights and interests and endanger financial stability and security. Adhering to our “insurance customer-centric” apparoch, we continue to support the financial education of the general public and promote the co-construction of a healthy financial society. We believe this will allow the people to better share the achievements of financial reform and development and ultimating leading to a better life.
Consumer protection work is by no means limited to the annual “3.15” consumer protection education and promotion week activities, but needs to be fully implemented in all aspects of daily work. I hope to take this opportunity to encourage all branches to continue their efforts in consumer protection, ensure that the strategic goals and policies of consumer protection are effectively implemented. We have to make sure we are protecting the rights and interests of consumers in the insurance industry, promoting these and educating customers, so as to help build a harmonious financial ecological environment.
Recently, we have officially launched Internet Insurance. It enables everyone to consult with professional doctors online without leaving their homes. For the age group from 6 to 100 years old and chronic patients, it effectively reduces their daily expenses of purchasing common medicines, introducing better options for customers to see a doctor and purchase medicines.
The keys of this product are “more”, “fast”, “good”, and “saving”. It has wide coverage of diseases, a wide variety of medicines, fast consultation, quality drugs delivered to your home, low insurance threshold, great claims for direct payment, which saves your time and money.
The Internet Insurance has two versions — the general medicine version and the chronic disease version. While encouraging AXA customers to maintain a healthy lifestyle, we also hope AXA can provide a faster, more convenient, and intimate service to our colleagues like a guardian. Learn more about this product through the links and posters below. You can also enjoy online consultation and online pharmacy services through AXA official Weibo account.
Click here to watch the video on the internet insurance general medicine version.
