ARX has announced 26 inclusive offices in 19 cities, available from Uzhhorod and Lutsk to Dnipro and Zaporizhzhia. The company also described infrastructural and service solutions and has launched a survey for veterans and people with disabilities.
Accessibility guidelines
In July 2024 the National Bank of Ukraine (NBU) approved Methodological recommendations on the rules for inclusive provision of financial services, which set out specific technical parameters: an entrance threshold no higher than 2 cm, door widths from 90 cm, a ramp slope no greater than 1:12, holders for crutches in the waiting area and a video link to a sign-language interpreter. The recommendations separately address online channels: via the website or app a client should be able to receive the same services as in an office.
According to the Ministry of Social Policy, since the start of the full-scale war the number of people with disabilities in Ukraine has increased by approximately 600,000. In its recommendations the regulator uses the term “people with limited mobility”, which also includes elderly people and clients with temporary injuries.
Number of ARX offices and remote services
ARX has 26 inclusive offices in 19 cities, eight of which operate in Kyiv, including the Kyiv Regional Directorate at 13 Borysohlibska Street. On the website the company published a map of these offices with addresses, opening hours and telephone numbers.
For clients who find it difficult to travel, ARX offers remote alternatives: automated processes, arranging motor third-party liability insurance (auto MTPL), the Green Card and travel insurance on the website in 5 minutes, contract management in the MyARX app, a 24/7 contact centre and service via Telegram, Viber and Facebook.
Staff training and veterans’ survey
ARX notes that the technical fit-out of offices — ramps and wide doors — proved comparatively straightforward, while work with staff is more challenging. The NBU methodological recommendations separately describe rules for serving customers with visual impairments: read the document aloud from the heading to the date without commentary, or provide a copy in a font of at least 16 points and make sure the person has understood everything.
The company has launched an anonymous survey among veterans, serving members of the Armed Forces of Ukraine (AFU), their family members and people with disabilities. The questionnaire covers evaluation of the most recent insurance service, the possibility of arranging it online, and the accessibility of the website and office; responses are used only in aggregate form.
