Corporate Profile
I
Our Customer-Oriented Vision
Aksigorta has an approach that aims to provide customers with a reliable and easy experience whenever they contact the Company. To this end, it has adopted three basic principles of experience: Trust, Simplicity, Companionship.
Aksigorta strives to accompany all its customers on their journey with the Company, to simplify their lives, and also aims to instill a sense of trust in them by being transparent in all business processes. It designs all of its processes, channels of customer contact, and customer journeys in accordance with principles of experience.
The Customer First Team is a unit operating in line with Aksigorta’s goal of providing customers with a reliable and easy complaint resolution experience. Acting in line with the principles of experience, the team guides customers through all insurance processes, building trust and providing a seamless experience that simplifies their lives.
The team not only provides support to customers during the complaint and demand processes but also analyzes the processes in detail to identify insights and customer issues. By compiling and publishing customer stories, they use the learnings from these stories to engage with business units and third-party service providers and design new processes that align with customer expectations and experience principles. The team also analyzes customer NPS data and takes actions to increase satisfaction.
The Customer First Team plays an important role in adopting a customer-oriented perspective as a culture within the Company. The team acts as the advocate of a customer-oriented culture, creating a common language and being the biggest supporter of customers.
