The management of payment rejections is a complex and delicate task, which is often the subject of negative feedback from customers in terms of experience. In order to respond to this problem, the customer experience team has set up a project to regulate online payment rejections with the following objective : limit the negative impact on customer relations.

3 Questions to Virginie André-Loiseau, Customer Experience Manager :

What does the project to regulate payment rejections consist of ?

Some clients may encounter difficulties and their fees may be rejected by the bank. We have observed this phenomenon has increased since the beginning of the health crisis. Obviously it is never pleasant to be asked to pay one or more dues and this can have a negative impact on customer satisfaction. Many people refuse to regularise their dues by sharing their bank details over the phone, which leads to the termination of their contract and thus the loss of a client. As a result, we have adopted a comprehensive attitude towards our clients by deciding to simplify the payment of their monthly contributions. This project will enable them to pay their contributions online in a secure and autonomous way to avoid the suspension of their Parachut Protection cover.

What’s the goal of this project ?

Of course, this project is designed to improve the customer experience, but also to give a positive and reassuring image of customer service to our members. With this project, we hope to reduce customer claims and limit suspensions or cancellations of insurance contracts.

How will you proceed to improve this subject ?

After seeing the impact of these payment rejects, a secure online payment solution appeared to be the most adapted solution. The customer will be able to pay his or her dues or unpaid fees independently on the Internet, or with the help of an agent over the phone. Different types of communication have been created such as e-mails, sms and calls. In this way, each customer is informed of his or her payment rejection and has the possibility to regularise his or her situation whenever he or she wishes. This project is currently in the test phase and is expected to be deployed at the beginning of the new year. It has been carried out in collaboration with various departments : IT, customer experience, marketing, legal, project and control.