ProMeteo! CAT NAT events management in AXA Qorus-NTT DATA Innovation in Insurance Awards 2025- Nominated

Climate change consequences have become a constant element that countries and populations are facing more and more frequently over the last decades. In this context, Insurance market is experiencing a huge increase of exceptional natural events (so called natural catastrophic events- CAT NAT) in last years, which have major impacts on customers and Companies. ProMeteo! represents a very broad program for AXA to face this challenging scenario. It involves not only claims processes but also the overall customer experience, starting from alerts to customers before the occurrence of the event and ending with claims settlement, with the goal of redefining the insurance paradigm by addressing natural events and shifting from a reactive model to a proactive one.

In fact, AXA has dedicated significant attention to redefining the customer experience and identify concrete instruments and processes in case of CAT NAT event.

To achieve these goals, a transversal commitment from several areas and department has been required, so the Program embed the participation of Data department, Legal, P&C offer, Customer, all of them coordinating to achieve an increased set of solution to face this king of events.

First of all, for AXA customers impacted or potentially impacted based on the location of the insured property in relation to the natural event: • A pre-alerting service is available via SMS, email, and app push notifications, based on data previously communicated to AXA by a specialized weather provider: this information is analyzed using an AXA algorithm to assess its severity, correlating the event area with the risks to potentially affected customers, in order to notify impacted customers. • In the pre-event phase, communication to the customer includes a link to the AXA website that provides useful advice on how to best protect their assets in the event of a catastrophic occurrence. • Immediately after the event, potentially impacted customers are reached via SMS, email, and push notifications with links to a dedicated landing page for simplified ad hoc claims initiation (webform). • In the post-event phase, communication to the customer includes not only the simplified claims initiation but also information on all forms of support that AXA offers to the customer (Agency, Webform, Caring Angel, Digital Channels).

Customer experience focus is just one of the lever as we want to build a dedicated set of services to monitor the evolution of the claim, until the closing of the claim itself.

In this perspective, AXA identifies the ability to intervene not always with the same approach, but depending on the severity of CAT NAT events, as a key factor for the success of initiatives dedicated to addressing them. In fact, it is essential to classify events based on their potential impact on AXA and, consequently, on the number of affected customers: the more relevant the event, the more crucial it is to identify and activate specific claims processes, offering tailored services to clients and rigorously monitoring the evolution of claims to take swift actions and optimize management. To implement this approach, the management of events at AXA goes through several phases, for each of which specific organizational solutions and tools have been identified. Additionally, to effectively manage the entire chain of activities related to a CAT NAT event, monitoring and harmonizing activities during the different phases, a dedicated CAT NAT Governance has been established, creating a permanent Coordination Team whose objective is to confirm the severity of the event, activate the corresponding protocol, define and execute an action plan for claims, and monitor their evolution from reporting to settlement. In the case of a severe event, an approach is activated that involves convening the CAT NAT task force, composed of representatives from each strategically impacted department of AXA (e.g., Claims, Distribution), with recurring meetings. Below are the main phases and their related actions: 1. Pre-Event: Alert and Monitoring Following alerts issued by the weather provider: • The Coordination Team constantly monitors the evolution of the weather situation. • Clients are notified based on the geolocation of their insured assets. 2. As soon as the event occurs: Activation of CAT NAT protocols In the case of a natural event: • The Coordination Team assesses the severity of the event using the available tools. • If necessary, an action plan is prepared, the CAT NAT Task Force is activated, and collaboration with Agents for managing the CAT NAT is initiated. 3. The day after the event: Post-event communication • Suppliers and/or extended teams are activated to support Agencies in opening claims. • Dedicated pages and claims reporting forms are published on websites and social networks. • Clients receive specific caring communications based on the geolocation of their insured assets. 4. The weeks following the event: Triage and mutual aid Following the opening of claims in the Company’s tools: • Filling of a tailored triage questionnaire is requested during the opening phase to gather useful information in advance to define the most appropriate damage assessment type (remote/on-site). • Systematic mutual aid (experts from different areas intervening to support overloaded or struggling experts) is activated with automatic assignments made in the Company's tool. • The history of CAT NAT events (names and provinces) is updated. • Specific claims settlement policies are defined, and specific fraud controls are activated. 5. Within 1-2 months of the event: Damage assessment and monitoring Efficient damage assessment processes: • Fast damage assessment is activated. • The assignments of the experts are closely monitored, sharing information with Agents and clients through expert tracking. • Hail providers are activated, and dedicated hubs for vehicle repair are opened, promptly communicating this to the Agency network. 6. Within 3 months of the event: Claims settlement and monitoring In case of backlog in processing the workload: • The CAT NAT COM evaluates the activation of external teams to support settlement centers. • Support is provided to the Reinsurance function for activating treaties and identifying claims within the scope. 7. Until all claims from the event are closed: Late management and monitoring Reduction of workload through: • Continuous monitoring of key claims KPIs & late openings. • Weekly monitoring of activities performed by external support teams. • Tracking of initially unaddressed claims and modification of the related inconsistent assets chosen during the opening phase. Finally, thanks to ProMeteo!, AXA aims to build a high level of value, becoming a strong partner for its customers while simultaneously generating positive economic impacts for both the customers themselves and the company, through an increasing ability to manage and mitigate the consequences of these natural events as much as possible.