ARX has announced the launch of an anonymous survey among veterans, service members of the Armed Forces of Ukraine (AFU), their families and people with disabilities, and outlined steps to improve the accessibility of its services.
Who has been left outside financial services
According to the World Bank, in 2021 84% of people in Ukraine used financial services, while the remaining 16% were left out. Since the start of the full-scale invasion, the number of people with disabilities in the country has increased by roughly 600,000.
The piece notes that for many of these people familiar services have become less accessible because of small print in contracts, website forms that are unfriendly to screen readers, fast-speaking advisers and steps at office entrances. The insurance market in particular is reminded that a person with a disability often has family members who also buy insurance products.
What changes ARX introduced on its website and in its offices
ARX says you can arrange motor third-party liability insurance, the “Green Card” or a travel policy on its website within 5 minutes, while noting that for screen-reader users this time can increase significantly. Therefore form fields have been labelled for screen readers, and settings for font size and contrast have been added to improve accessibility.
For those who visit in person, the company has marked 26 inclusive offices in 19 cities on a separate map. The article emphasises that translating legal and technical language into plain terms makes terminology easier to understand; for example, the concept of “excess” is accompanied by a short explanation.
A survey for veterans, their families and people with disabilities
The company has launched an anonymous survey among veterans (men and women), service members of the Armed Forces of Ukraine (AFU), their families and people with disabilities; anyone who has dealt with any insurance company can respond. Families were deliberately included because while a defender is on active duty or in rehabilitation, a relative often arranges the policy and they are the ones who encounter the difficulties.
The questionnaire asks about the most recent insurance service taken out: whether it was possible to complete it online and how convenient that was, how accessible the website is for people with disabilities and what the office experience was like — from the entrance to staff attentiveness. Responses are anonymous, take a few minutes and are considered only in aggregated form.
Market assessments and feedback
ARX says its Net Promoter Score (NPS) is currently 83.8, while acknowledging the limits of this metric: it reflects the views of those who already use the services, but does not capture those who abandoned the application process or did not come to the office. The National Bank of Ukraine (NBU), in its self-assessment of financial institutions, identified the weakest areas precisely in collecting feedback from people with disabilities and veterans and emphasised building solutions based on the views of the veterans themselves.
The article stresses that feedback must reach the person responsible for the process so that it does not remain just a slide in a presentation. The company believes that collecting a larger number of responses will reduce the need to make assumptions about accessibility problems.
