AXA Partners launches “Real Life Stories”

Each day, across the globe, AXA Partners’ agents handle 80 000 calls related to people who seek help: from simple cases, such as assisting them with the replacement of a flat tire, to more complex and emergency situations, be it at home or while traveling. 

A reality that AXA Partners, one of the global leaders in assistance services, travel insurance and credit & lifestyle protection, wishes to share today with the public through an authentic series called “Real Life Stories”, created thanks to customer testimonials. 

For the very first time, AXA Partners is reconstructing true events with the direct testimony of its customers, after their consent. The series is putting the assistance agents in the spotlight with their care and assistance mission and shows how - while listening and nurturing the relationships with the customers in vulnerable moments - they efficiently manage remotely a global network of professionals and providers to help and protect customers anytime, anywhere. 

Starting today, the campaign will be displayed on the company digital platforms. The first episode, produced and directed by David le Glanic from the Elephant agency, features real protagonists whom we assisted during a challenging situation. It tells the story of two parents on their way to the airport to pick up their 7-year-old daughter Sofia, who was returning alone from Honduras after a six-month absence. The parents’ car broke down on the highway more than an hour away from the airport, putting them under pressure and causing them great worry not to arrive on time to meet their daughter. The story shows how our operations teams – in collaboration with our network of assistance specialists- rapidly managed to find a solution in record time and in complete safety, ensuring the family’s safe reunion.  

The film demonstrates the collaboration between one of our agents and our network of motor professionals. Filled with suspense, this episode immerses us in the parents’ journey and pays tribute to the dedication of the agent who took care of the family.  

 Watch the full story through this link: https://youtu.be/RsO-b8z6Nt4  (Youtube) 

“Our customers safety and well-being are our top priorities. We stand by them with passion, empathy and expertise to bring delight in moments of truth: this episode illustrates one of those. In 2022, more than 11 million assistance cases were supported by our experts. Indeed, 3 out of 4 AXA Partners employees are in direct contact with our customers. I am proud to lead the teams who action our AXA purpose “Act for human progress by protecting what matters”, explains Marie-Louise Elhabre, CEO of AXA Partners. 

​​Parents’ quote: “Everything was going well until we were about 100 kilometers away from the airport, when all of a sudden our car broke down. Total panic as our little girl's plane was due to land and she'd felt all alone if we didn't arrive in time to greet her on arrival. We didn't know what to do until we thought of our assistance company. We knew every minute counted. We were positively impressed by the help we received because we were so nervous and desperate. The people at AXA Partners put our minds at peace. They acted with efficiency and the agent took care of us as if it were her own story. Thank you so much to everyone who got involved to help us. We were able to hug our little girl when she arrived at the airport, just in time.” 

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​Johann Simon, Global Head of Motor Solutions at AXA Partners, quotes: ”For over 60 years of providing roadside assistance we have been offering a wide range of personalised solutions to match the diversity of our customers’ mobility needs. Thanks to the combined efforts of our assistance agents who are at the heart of the action, a strong network of over 16 000 automotive professionals worldwide and our innovative digital solutions, we help customers 24/7, sometimes in the most complex situations. I am very proud we can show the impact made on people’s life through this testimonial”. 

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​New episodes will be produced in 2024 and will continue to reflect our mission: “AXA Partners acts for human progress, combining passion with advanced expertise to protect what matters when it matters”. 

The campaign videos are available with English, French and Spanish subtitles.  Pictures of the campaign are available upon request.
For further information: AXA Partners Real Life Stories – Episode 1 : Roadside assistance