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THE OPENING OF THE NEW AXA PHILIPPINES branch in Cagayan de Oro City brings the world’s number one insurance brand (Interbrand Report, 2011) to Cagayanons and allows them to avail of the best-fit instruments that will support them to secure their financial future. “With the opening of our Cagayan de Oro City branch, AXA Philippines is continuing its expansion in Mindanao and throughout the country.  Our new branch is here to give customers what they need.  Now, Cagayanons will have access to customized financial solutions that AXA offers,” said Rahul Hora, AXA Philippines chief agency officer. “In AXA, we say we redefine standards.  And when we redefine standards, we do things for the better to make our services more available, our approach more attentive and the delivery more reliable,” says Rien Hermans, AXA Philippines president and chief executive officer.  

Life insurer AXA Philippines is confident it is on track to becoming the preferred company, and one of the dominant players in the local life insurance industry with its heightened focus on customer experience. In an interview, AXA President and Chief Executive Officer Rien Hermans said as the company started crossing the line in 2010, it recognized that the customer has to be at the centre of attention in everything that AXA does – prompting a change in systems and procedures for customer service and in building up sales. “Every research is showing that we have succeeded in this and that customers have a more positive experience in their dealings with AXA. There are more repeat sales, better persistency, and increased referrals,” Mr. Hermans said. “These two pillars resulted to two things: 1) sales more than doubled from 2009 to 2011 with compound annual growth rate (CAGR) of 45%, and 2) improved customer satisfaction.” This was the result of the AXA strategy of giving customers wh...