‘My role is to stay calm’: how the AXA Health teams support members at their toughest moments
From helping people access the treatment they need, to providing reassurance if a claim gets complicated, the dynamic teams at AXA Health are focused on being there for their members
For Hans Goethals, no two days at work are ever the same. As a mental health nurse case manager at AXA Health, he can sometimes end up speaking to members at difficult times in their lives. He’s there to offer a calm and reassuring voice, and to signpost them to help that’s available – providing an invaluable point of contact they know they can come back to in future.
“My role is to stay calm, listen – really listen – and understand what somebody needs in that moment,” he says. “Then it’s about looking at what’s available and what we can approve for them based on their policy, then helping them take the next steps.”
Hans Goethals
Goethals is part of a wide network of teams at AXA Health, working behind the scenes to help support members at often vulnerable or difficult moments of their lives. Each interaction requires a balance of professionalism and empathy.
For Goethals, that can mean anything from speaking with psychiatrists and therapists to taking calls from members needing support. He often picks up the phone rather than relying on emails, building relationships with people over time so they don’t have to repeat their story multiple times. “There’s only so much you can understand from a form,” he explains. “When you speak to someone, you get a much clearer picture of what they’re going through.”
In some instances, Goethals can provide support that can help members manage their care effectively. “There was a lady who had seen her therapist multiple times, but she was approaching the limit of what her plan could cover,” he explains. “I suggested she discuss with her therapist the possibility of seeing a psychiatrist, who might be able to recommend a treatment plan that may better suit her needs. As a result, she was able to find a new approach that helped her feel more supported and confident moving forward. That was wonderful.”
He often receives calls from members he has helped. “It means a lot to me when I hear that people are doing so much better,” he says.
This emphasis on listening and understanding is at the core of AXA Health’s approach. Andy Cook, head of customer and colleague success, oversees the training and support that shapes how teams interact with members at every stage of their journey. His role encompasses both the systems that keep complex processes running smoothly behind the scenes, and the people delivering those services day to day.
“From the moment someone joins AXA Health, we make it clear this isn’t a transactional job,” he says. “You’re talking to people about a subject that means more to them than anything else: their health, or their family’s health. That responsibility has to come through in every conversation.”
Andy Cook
New starters go through an intensive training programme before speaking to members, followed by ongoing coaching designed to reinforce that emphasis on care. “If you invest in people, it shows in how they treat members,” he says. “We want every interaction to be an authentic, empathetic human one.”
A member’s experience whenever they get in touch is vital. “People who come to us with a claim are often worried, or unsure what the future holds for them,” he says. “If you get that first conversation right – if they feel listened to and reassured that we’re here to support them through their journey – everything else should flow from there.”
This ethos runs throughout every part of the company, which Cook describes as “an ecosystem, with every team collaborating closely to deliver the service to our members.”
Alysia Inglis and Will Cooke
Will Cooke and Alysia Inglis are personal advisors in the claims department, helping members understand the details of their private healthcare cover and the services they can access in accordance with their policies.
These conversations often happen during times in members’ lives where they’re facing health difficulties, perhaps for the first time, so approaching them with sensitivity and care is essential.
“It’s important to make sure members feel they have time to explain their situation, without having to rush,” says Cooke.
Will Cooke
“I always try to be sensitive to their needs – for instance, sometimes women don’t want to talk to a man about a personal health issue, so I’ll pass them over to a female member of the team.
“We’ve all had times where we’ve called a service and spoken to someone who sounds like a robot. We never want our members to feel like that – we want to give them a genuine, human response.”
Sometimes, for particularly sensitive claims, people are tearful when they call. “It’s understandable, because they’re going through something heartbreaking,” says Cooke. “They need to know they’re being properly heard, understood and supported.”
Explaining members’ plans clearly and in detail is crucial. “Some elements of the plans can be quite complex for people to understand if they’re not used to how insurance works,” says Inglis. “Some people, for example, may not know how an excess works, which is the amount they have to pay towards a claim before their insurance pays the rest. We take the time to make sure they understand it fully.”
Alysia Inglis
The work of all AXA Health’s customer service teams can be challenging at times, but, says Goethals, “It’s extremely rewarding when you help someone.”
Having worked in the NHS for many years, when he first went to work at AXA Health he wondered how the approach would differ in the private sector. He says: “I worried the focus would be more corporate, but what I’ve learned is that AXA Health – and all of our people – really care about our members.”
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All AXA Health services described above subject to cover options selected. Pre-existing conditions are not covered.