AXA Complaint Handling

This is a quarterly refresher training to all the staff who requires to handle complaints, including First Point of Contacts and complaint teams.

Introduction

Definition of complaint

What is a complaint?

“Complaint is any expression, verbal or written, of dissatisfaction with AXA distribution, employee, standard, service or product, no matter it is valid or not, soft or formal.”

Customers can raise complaints by any means, for examples, in person, by telephone or in writing via letter, fax, email and social media channels.

What is soft complaint?

“Any negative expression, verbal or written received from customer which can be resolved by the first point of contact or without the need to escalate to the complaints team (i.e. the allegations are less serious)”

It refers to the cases that:

  •  Regardless whether further reply / follow up is required 
  • Operation / Claims / Service related 
  • Have standard answers vUsually relate to the Company rules / procedures which have been covered by policy contract provisions 
  • Do not involve any misconduct 
  • Solution can be offered by First Point of Contact

Examples:

  •  Long processing time for claims & urge for claims result 
  • Long processing time for Policy Administration & urge for renewal pack 
  • Paid premium via bank-in but no payment was received by the Company

Note: An enquiry is NOT equal to soft complaint

What is formal complaint?

“Any negative expression, verbal or written received from customer which can cannot be resolved by the first point of contact or at the request of the customer to be escalate to the complaints team (i.e. the allegations are serious)”

It covers all the cases that:

  •  Covers all allegations 
  • Received directly by CCGM / escalated by First Point of Contact 
  • Cases where customers had already attention / copy their complaints to Regulators / Management, etc. 

Note: Serious / Priority cases should include (but not limited): 

  • High-profile complaints to regulators, law enforcement agencies (e.g. police), mass media, social media, politicians, lawyers or complaints addressed directly to entity or joint-venture partner’s senior executives 
  • Significant complaints alleging breach of regulations or contractual arrangements* 
  • Complaints that may have legal implications

*This is a classification adopted by Regional. An example will be product revamp where customers alleged such changes would constitute a breach of contract. In these cases, CCGM will normally seek advice from Legal and Compliance. Once an approach can be confirmed, CCGM will share these information with ALL so staff can further handle upcoming enquiries as per BAU.

The Complaint Governance Model

AXA HK Complaint Management Model

AXAdvocate Complaint Handling Training 2018 _Complaint Governance Model

Customer Touch Points with AXA HK and SLA

AXAdvocate Complaint Handling Training 2018 _Touch Points

Complaint Governance

Soft Complaint Governance

AXAdvocate Complaint Handling Training 2018 _Soft Complaint

Soft Complaint Management

You as a complaint handler

AXAdvocate Complaint Handling Training 2018 _Complaint Management