MyAXA SG 4+

User experience needs improvement

Every time the app updates to the latest version it logs out the session. This is very irritating from a user point of view as I need to set up the login and FaceID again.

Other apps seems to be able to retain the login session fine but not this

Poor usability

Cannot download documents from claims. Cannot send feedback because the form field doesn’t take special characters (i.e. punctuation) and when you do remove all your punctuation, it gives some null error related to xcode??? Both the desktop website versions are not any better. One version has an endless OTP request and submission loop while the other has server errors and weird formatting of the document submission pages. I receive multiple notifications for the same claim via email and text. I submitted requested documents recently but the status still says I haven’t. Don’t really know what’s happening with my claims.

I get a strong impression the developer team does not know what they are doing. Maybe relook your higher management and find someone who actually understands technology.

Developer Response ,

Hello, thank you for highlighting this. We have escalated your feedback to the relevant teams for further improvements. If you require immediate assistance, please write to us with your policy number and mobile number at comsvc@axa.com.sg for Life & Shield policies, customer.care@axa.com.sg for GI policies and customer.care.health@axa.com.sg for health policies. Thank you.

Terrible User Experience

Of all the apps I have used, this is one of the most disappointing experience.

As one of the world’s renowned insurance provider, the app is supposed to provide users a seamless experience in tracking their claims and making claims. However, there are multiple times where I got logged out after app updates, submitted claims not shown in history, a simple claim process taking several months all because no one informed the user that the supporting documents attachments were not sent to the claim officer due to an issue in the application.

In this day and age, it is very disappointing to chase for claims when users trust the insurance providers to provide a convenient and seamless service.