Our direct distribution

Multiplying contact points with customers

The issue is how to improve how we address the requirements of consumers who are increasingly connected and used to immediate results. How? By developing a new way of connecting with them, in particular through a continuous service provided over the internet, the telephone and in our agencies.

The network of APRIL Mon Assurance agencies

In 2008, APRIL decided to develop its brokering distribution network with its own direct distribution network, APRIL Mon Assurance, comprising 145 local agencies in France and in French overseas regions.

Local agencies key to being in contact with and supporting customers

Physical points of sale are important in the process of buying insurance, all the more so as the network of APRIL Mon Assurance agencies is aimed at the types of customer who are particularly in need of advice and support, such as:

Private individuals who face barriers to taking out insurance, particularly motor insurance, for example those with terminated policies due to non-payment, penalised drivers, young drivers and so on.
local professionals (businesses, craftsmen) who often have little time to devote to insurance issues.

These people are looking for simple, value-for-money insurance solutions which meet both their requirements and their budget.Agencies also prioritise building up relations with local businesses and craftsmen to whom they offer support for any insurance issues they may have.

In order to offer better support to professionals APRIL Mon Assurance has set up a new sales team dedicated to self-employed professionals and businesses. Ten sales advisers spend time meeting customers at their premises to offer specialist advice.

A customer advisors is talking to a customer on a APRIL Mon Assurance agencie

A diverse range of offers

The APRIL Mon Assurance agencies offer a wide range of insurance policies for private individuals and professionals, covering health and personal protection, property and casualty, but also issues which arise in everyday life. With a large selection of products, the APRIL Mon Assurance expert advisers look for the insurance solution which best meets customers' requirements, with the best value for money according to their budget. The APRIL advisers also undertake to make life easier for customers by making changes to the policies according to their requirements and handle any formalities involved in terminating a policy with their former insurer.

Strong links to the web

The APRIL Mon Assurance agencies are a key part of the group's multichannel approach. They have therefore developed an initial 'online lead' approach whereby geo-localised and very targeted key words encourage the closest customers to click on to the APRIL website where they can get a quote before finalising the policy in-store.

The 'Store Locator' function on the april.fr website was recently revised to enable site users to find the nearest APRIL point of sale as quickly as possible.

Call centres

In a world where people are increasingly mobile, policy holders, whether they are close to home or on the other side of the world, may need to get in touch with their insurance company, at any time. Despite the fact that they are increasingly connected, looking for immediate results and paperless processes, for APRIL it is important to maintain personal contacts with its customers. Indeed, as some people still need face-to-face support when taking out insurance, APRIL has developed its means of contact to ensure continued services over the internet, by telephone and in the agencies. At APRIL advisers are available by phone and on hand for customers, including when they are faced with unforeseen circumstances, to offer assistance in France or abroad, but also to give them information, advice, and deal with any requests.

A customer advisors is talking to a customer on the phone.

On april.fr, when taking out loan insurance online, customers still have the option to get advice over the phone from an adviser who is available at each stage of the process.

Simple, user-friendly e-commerce websites to optimise the user experience

The april.fr, pro.april.fr and april-international.fr websites have been redesigned to optimise the digital experience. APRIL therefore completely overhauled its april.fr e-commerce website in 2014 to make it easier to use and more intuitive. This was a key stage in accelerating the group's digital strategy, which is also in line with its multichannel strategy, as site users can pick how they wish to take out a policy: on line for some products, over the phone, in an agency or from a broker.

The april.fr website contains all of APRIL's insurance services: health, loan, travel/expatriation, personal protection, motor, motorbike, home, pet and boat insurance Site users may at any time get a quote, take out a policy online or leave their contact details to be called back by an adviser. It is also possible to leave feedback and comments which help APRIL understand more about what the users of april.fr require and address their needs better. The april.fr website also includes features to optimise the customer experience, such as a simple penalised driver premium calculator, accessible via tablet, which now accounts for 40% of motor insurance leads, whereas the quick, intuitive loan insurance calculator takes 6 out of 10 users all the way through the process until they are put through to an adviser..

The pro.april.fr and april-international sites have undergone similar changes and bring together the products designed for the self-employed and company managers (small businesses), travellers and expatriates.

someone is looking the april.fr website on his IPAD

6.5 million cumulated visits on the sites in 2014