Next-generation claims capability
AXA’s digital claims transformation program has created a new and highly responsive claims experience for customers. New client-centric innovations make the claims-handling process seamless and convenient. The self-service portals, for example, have not only streamlined customer and broker services with AI and automation, but also helped AXA accelerate its First Notice of Loss (FNOL) claims filings. Customers can now confirm coverage and see their settlements in seconds—not days.
Automated features and more than 100 intuitive application programming interfaces (APIs) in production also translate into faster claims registration and settlement times. More than 40% of all claims are now declared via the digital FNOL channel, which is accessible to customers, brokers and fleet service providers, alike. Coverage limits, deductibles and repair service confirmations, and even accident liability are visible almost immediately.
In addition to improved customer service, the new cloud environment has introduced a new level of agility and cost transparency. The IT organization can now calculate the cost of claims from end to end—something that was not possible in the legacy fixed-cost environment. With this heightened visibility, AXA can better manage its liabilities and make better decisions on a variety of issues—from how to further improve customer service to how to better manage its carbon footprint.
AXA and Accenture have created a next-generation claims capability—one that better one that better meets customers’ needs and better supports AXA’s vision for growth.