Creating winning solutions for worldwide safe travel

The Covid-19 pandemic has established a new normal in the travel industry, with both leisure and business travelers now prioritizing travel safety and peace of mind, especially when it comes to health coverage. The pandemic required speedy and agile countermeasures and AXA Partners and Accor were ready.

Within a month, our co-creation unit L’Atelier, working with Accor, designed a solution for guests at Accor’s 5,100 hotels in 110 countries. Using a design thinking methodology, we balanced human needs with technological and economic viability, co-creating a compelling value proposition for medical assistance free of charge as part of ALL - Accor Live Limitless, Accor’s loyalty program. With ALL Medical Solutions, Accor’s customers can enjoy complete peace of mindworldwide, knowing they have access to AXA Partners’ 24/7 medical network and teleconsultation services.

  • 9.8

    9.8rating (out of 10) for customer satisfaction

    following teleconsultation.

  • 1,600

    1,600searches

    for an AXA-certified medical provider since the launch in July 2020.

  • 87%

    87%success rate

    of searches to identify AXA-certified medical providers near Accor hotels

telephone advisor

Rapidly responding to urgent consumer needs

With Accor, we have started developing health services and coverage for guests in Accor hotels prior to the outbreak of Covid-19 pandemic. However, the pandemic made access to our expertise and medical network even more important, so we accelerated implementation. Our strategy paid off. Demand has risen rapidly, with requests in France alone almost quadrupling. Despite the sharp increase and accelerated implementation, we maintained the quality of service, ensuring peace of mind for for their hotel guests, thanks to our culture of care.

Hotel check-in

Improving the value proposition through caring for customers

Since July 2020 with the development of ALL - Accor Live Limitless Medical Solutions, we offer Accor clients access to the highest level of care through our expertise and worldwide network of over 40,000 healthcare providers. With our interface integrated into the Accor system, hotel concierges can quickly find our certified providers. So, whether it is consulting doctors from the comfort of their rooms via teleconsultation in five languages, or face-to-face, guests have easy 24/7 access to our world class services.
Moreover, increasing touch points and giving its guests peace of mind builds Accor’s customer loyalty and differentiates their offer from that of its competitors.

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Reassurance breeds results a successful partnership

Our partnership with Accor benefits both our companies. It is enhancing the ALL - Accor Live Limitless value proposition during difficult times for the hospitality industry, while allowing us to further develop our strategy on the future of mobility and hospitality services. Moreover, over the long term, our partnership will likely grow with new products and services and types of insurance coverage. The results are already impressive in both quantity and quality. The number of users of our medical assistance services has been growing rapidly and the customer satisfaction rating for teleconsultations of 9.8 out of 10 is top notch.

We explored different opportunities and thought about how best to collaborate to offer the best services to our clients.

Gilbert Chahine, CEO AXA Partners

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