AXA Italia Launches the Onboarding Project

Following a research showing that insurance customers come in contact with the company on average 1.1 times a year, and based on surveys showing that contacted customers are more satisfied than those who declare that they don’t have a relationship with the company, AXA Italia announced the launch of the Onboarding project, which aims to reinvent the experience between the customers and the company.

As part of the project, AXA plans to reach out to customers at least five times in the first 12-18 months by soliciting feedback, and offering advice and useful tips specific to their coverage. In addition, AXA will offer new policyholders a one page document that explains their coverage in a clear language, along with a welcome pack that provides greater detail of the products and services purchased.

While writing this post I felt the urge to contact Lemonade – my insurance company – to see if it will make me more satisfied. It didn’t.