With Vox IA, Covéa visualises – and soon will manage – the customer experience

In a challenging insurance market (climate disruptions, intensifying competition, declining consumer spending), Covéa (MAAF, MMA, GMF, PartnerRe)—the world’s 10th-largest reinsurer—is betting on a different customer experience to fight the competition. Over 5 years, the group developed a barometer based on 12 million surveys (with a 15% response rate) to measure customer satisfaction. “It is probably one of the most significant initiatives in the French insurance market, but more importantly, i