Thanks to your continued support and trust, we are proud to announce that we have once again achieved excellent results in our annual customer satisfaction survey. No less than 85% of respondents indicated that they are satisfied to very satisfied with AG Employee Benefits & Health Care. What exactly do they appreciate? Read about it here!
One-stop shop and extensive product range
As a global player, AG offers a wide range of insurance products, allowing customers to meet all their insurance needs with one company. This convenience and versatility are highly valued. The insurance products themselves also remain consistently popular, particularly the excellent and high (guaranteed) pension returns.
MyAG Employee Benefits: successful digitalization
It is no surprise that AG strongly focuses on digitalization. All our products are seamlessly integrated into our user-friendly platform MyAG Employee Benefits, which is also available as an app. This makes it easy for customers to manage their insurance, submit claims, and find important information, all from one place! A proven success? Absolutely! The numbers speak for themselves: 92% of respondents are very enthusiastic about the functionalities offered by MyAG Employee Benefits, and 89% consider it an excellent solution for informing employees clearly and efficiently about the benefits they enjoy.
Through digitalization, we aim to increase our speed and thereby also customer satisfaction. And it works! For example, in 95% of cases, pharmacy costs are processed within two working days when submitted via digital tools.
For more information on MyAg Employee Benefits, click here.
The good contact with the plan manager, team leader, and account manager promotes smooth and constructive collaboration, allowing us to always arrive at the best solutions.
Excellent contacts and service
Furthermore, our customers are very satisfied with their contacts, both the account managers and the plan managers. What do they appreciate most? The expertise, professionalism, and quick response. The respondents are also happy with the overall service. The main strengths: the availability of services and the quality of administrative processing.
The quality service, easy accessibility, expertise, and good returns are the main reasons why we are satisfied.
Room for improvement
Despite the positive results already achieved, we continue to strive to maintain high customer satisfaction. We do this by implementing various initiatives.
“One of these is OPtiSTART,” explains Els Vanden Begin, Head of Customer Experience at AG Employee Benefits & Health Care. “Feedback showed that the start-up of insurance plans could be improved. With OPtiSTART, we aim to speed up and improve this process by optimizing communication and implementation. Also, since September, we send all the necessary information for the onboarding of new employees and for new insurance plans, where possible, via email instead of by post.”
Another focus area was the demand for additional communication materials to support employees. “Some time ago, we put together an extensive toolkit with posters, brochures, manuals, etc.,” says Els. “These materials are designed to easily communicate about insurance, processes, and the use of our digital tools. The toolkit is like a library where you can choose what you need to provide your employees with relevant information.”
Finally, some respondents indicated they wanted more information about AG EB Online. “To help you better understand and make the most of the platform, we organize the AG EB Academy, free online practical and theoretical training sessions. Additionally, there will be EB Atelier workshops in the fall, where you can give your feedback on AG EB Online so that we can support you even better,” says Els.
A survey with social involvement
Thanks to the survey participants, we can donate 500 euros to the associations vzw Abaka and vzw Amber. As a socially responsible company, we have increased this amount, allowing us to give each organization 1,500 euros. The survey results have not only provided valuable feedback but also made a significant contribution to supporting these noble causes.
Questions?
Do you have a question or comment or would you like to test new services? You can always contact your trusted AG contact person or reach out to us via this link.