- Strategic direction is woolly – ‘to be the best version of yourself, whatever that is to you’ – bold, but arguably so broad it’s meaningless. AXA Health needs to get the basics right first, which at present is answering the phones quickly for members and making sure the services actually deliver for claimants. Let’s not get carried away trying to save the world and everybody in it, before we can do the fundamentals well.
-Inward thinking – AXA Health loves itself. So much so, that 99.9% of the time it thinks its right. There’s an odd culture of we’re right and everybody else is wrong. It should listen to it’s customers and brokers more than it listens to itself.
- Product Management – difficult and rigid to work with. They come across as very anti doing anything beyond the bare minimum.
- Propositions – incredibly poor communication. Contracts get cancelled with existing providers before significant progress with others. No clear direction. Progress is poorly communicated across the business, and then out of nowhere something new drops, leaving distribution to pick things up and make it work.
- Complex organisation structure – there are far too many departments and stakeholders, all of whom give input into various things, but never appear to want to hold direct accountability. It creates allot of red tape and is a barrier to getting things done. Nobody seems to know what the processes are for getting things done as the business has made it all far too complex. Every time you think you’ve ticked every box, someone else pokes their nose in, adds more steps in (normally forms/spreadsheets/committees and sub committees), subsequently delaying things further. AXA Health can be it’s own barrier to success.
- Ineffective project management tools – the business relies on using spreadsheets as a means to managing projects which are highly noisy and ineffective. Change Managers become more obsessed and interested in populating the spreadsheets than the actual detail that sits behind them. The business needs to invest in fit for purpose project management tools and ensure adequate training is provided to all stakeholders involved.
