Qualidade do serviço da AXA Portugal - Companhia de Seguros, S.A.
: análise das reclamações do Departamento Patrimonial

  • Mafalda Correia Botelho dos Santos Costa (Student)

Student thesis: Master's Thesis


This work was developed under a internship in the Master of Marketing, given by the Catholic University of Porto, and is based on the analysis of the services provided by AXA Portugal - Companhia de Seguros SA, in particular by the Endowment Department . The quality of services and their management is an increasingly important issue for companies, that requires our full attention. Thus, this paper provides a description and study of the services offered by AXA, including different features and moments of truth present in the companies. At the same time, we make an analysis of the Asset Management Complaints Department, in order to detect the different faults that exist in the provision of services of the same. Finally, we show a comparative study as a result of analysis of complaints in seeking the best market practice to terms Branch Multi-risk housing three different insurers.
Date of Award1 Jul 2014
Original languagePortuguese
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorAna Filipa da Rocha de Castro e Côrte-Real (Supervisor)


  • Analysis of service AXA
  • Claims management
  • Comparative study in insurance services


  • Mestrado em Marketing

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