Innovative solutions for worldwide safe travel

The Covid-19 pandemic has established a new norm in travel industry. The pandemic has required speedy and agile countermeasures and AXA Partners and Accor were ready.

Within a month, our co-creation unit L’Atelier and Accor designed a solution for Accor guests staying at 5,300 hotels in 110 countries. Using a design thinking methodology, we balanced human needs with technological and economic viability, we have co-created a compelling value proposition for medical assistance services free of charge as part of ALL - Accor Live Limitless, Accor’s loyalty program. With ALL Medical Solutions, Accor’s customers can enjoy with complete peace of mind AXA Partners’ 24/7 medical network and teleconsultation services anywhere around the world.

  • 9

    9rating (out of 10) for customer satisfaction

    following teleconsultation.

  • 17,000


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

  • 80%

    80%success rate

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

telephone advisor

Rapidly responding to urgent consumer needs

Together 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 have accelerated the implementation. Our strategy paid off. Demand has risen rapidly, with requests in France has almost quadrupled. Despite the sharp increase and accelerated implementation, we maintained the quality of service, ensuring peace of mind for Accor 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. Accor guests can have easy 24/7 access to our world class services, whether it is consulting doctors from their hotel rooms via teleconsultation (in six different languages), or face-to-face consultation with a specialist.
Accor differentiates from their competitors and enhances their customer loyalty thanks to AXA Partners innovative solutions.


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. 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 out of 10 is top notch.

A reinforced partnership with a personalized travel insurance

Based on the success of this partnership, we continue developing our offers by offering new customized travel insurance products according to different type of travel. Focused on customers’ requirements, this insurance is a first-class solution that covers transportation (to and from the country of departure) and activities performed during the stay. We recently enhanced our product with a cancelation guarantee to protect Accor guests from unexpected events. Already available in 9 countries across Europe, this offer will soon be extended to other countries.

We put the customer’s delight at the heart of everything we do on a daily basis, thanks to our best asset, our people, and through our technological innovations.
Our DNA is about supporting individuals when they need it the most. We do it digitally when possible and humanly when it matters.

Marie-Louise Elhabre, CEO AXA Partners

Ready to start?

Interested in offering comprehensive medical assistance to your customers?
Contact us for more information.

More inspiration