AXA Instant Claims Payments Qorus-NTT DATA Innovation in Insurance Awards 2025
ItalyCategory
Re-imagining the Customer ExperienceKeyword
Customer experience, Customer service, Home insurance, Insurance, Health insurance, Payments, Claims managementBusiness Line
Health Insurance, Accident Insurance, Motor insurance, Home Insurance, Commercial Insurance, Liability InsuranceDistribution Channel
Agents, Bancassurance, Brokers, Online / Direct, Partners
Innovation presentation
AXA Instant Claims Payment initiative aims to revolutionize the claims management and payment process, enhancing customer satisfaction while optimizing internal processes, ensuring rapid and efficient payments for claims requests. Starting from June 2024, AXA Italy introduces Instant bank transfer (“Bonifico istananeo”) as the new standard way to pay all claims under 100.000€. This innovative payment method allows funds to be credited within 30 minutes from payment issued by claims handler in our claims tool. The combination of new technologies (AI, OCR) and this innovative payment method has allowed us to achieve instantaneous claims settlement, particularly in two successful use cases: Health and Motor claims.
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