Gianluca Amati

Complaint handling and problem solving. Ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for customers through effective investigation. This requires closely liaising with internal departments to establish accurate timeline of events, attention to detail and in depth product knowledge as well as clear understanding of invoicing and pricing. Ensuring that all communications customers meet the expectations set both by Axa and the Financial Conduct Authority.

B2B Customer Retention. Managing the renewal process for more than 30 UK and International brokers, each with their own extensive portfolio of clients. Ensuring they are contacted before renewal, identifying opportunities to cross sell/upsell and provide all necessary information to ensure retention via phone, email and in writing according to FCA guidelines including TCF. Acting as the internal Account Manager for the assigned portfolio, nurturing mutually profitable relationships with the brokers.

Providing a direct point of contact to UK and International customers via phone and email responding to policy and invoice related queries, preauthorisation of medical treatment and claims queries. Providing a direct point of contact for medical facilities and italian brokers, regarding status of payment of submitted invoices and preauthorisation of claims for customers. Liaising with internal teams to resolve customer's queries, achieve cost containment goals, in particular relating to fraudulent claims