AXA Belgium pioneering in digital claims automated through customer centric vision & AI Qorus Innovation in Insurance Awards 2020

One of the main objectives of the AXA Belgium’s claims transformation is to provide its brokers & customers with best in class experience when it comes to declare or follow up on a claim. This has been achieved through an interface designed with brokers & customers’ needs and state of mind at the core, 24/7 services available seamlessly across different devices and a touch of AI to reduce tedious manual (re)encoding. On one hand, this allows drastically increase of claims automation from notice to settlement (up to 40% of cases) as well as electronic notice of loss (up to 70%), improving the efficiency of internal claims handling. On the other hand, this makes the claims experience shorter, more efficient and more enjoyable for the customer and the broker. On the Belgian market AXA is the first player to focus on this fully automatic, customer-centric claims experience that is fully integrated with back-end systems (i.e. GW Claim Center, Legacy systems and AI platforms). With clients expectations being reshuffled across industries, we took inspiration from various products leading the way in terms of experience and client satisfaction such ad Spotify, AirBnB or Revolut. While driven at its core by the claims department of AXA Belgium, there was a collaboration with most of the AXA departments (incl. Underwriting, Marketing, Customer Solutions & Distribution) to make sure all parties are represented.