Case study | AXA
Insurance claims in the cloud
Digital technologies—including cloud platforms—are critical in the highly competitive property and casualty insurance sector. Yet strict regulations, security threats and the burden of legacy claims systems deter many providers from making the move. For AXA, the largest insurer in Belgium, the benefits of a cloud migration far outweighed the risks. With Accenture’s help, it implemented the Guidewire ClaimCenter claims management system and sought ways to make the most of the new technology.
AXA and Accenture developed a roadmap for a re-imagined claims function with Guidewire ClaimCenter as the centerpiece. Together, they rolled out the new system in a phased approach. To deliver greater agility and control costs, the joint team migrated the system to Amazon Web Services (AWS), while adding new features and automated workflows to its capabilities. The transition of the new claims capabilities to the AWS architecture was expected to take 12 months; AXA and Accenture completed the AWS setup and migration in just nine.
AXA’s digital claims transformation created a new and highly responsive experience. Automated features and more than 100 intuitive application programming interfaces (APIs) in production have reduced claims registration and settlement times. In addition to improved customer service, the cloud environment introduced a new level of agility and cost transparency. Speed is also a critical benefit of the new digital solution—AXA can provision new computing environments in just minutes. In all these ways, AXA and Accenture have created a next-generation claims capability that better meets customers’ needs and supports AXA’s vision for growth.
of all claims are now declared via the digital FNOL channel. Coverage limits, deductibles and repair service confirmations, and even accident liability are visible immediately.
of cases for coverage and insurer intervention are confirmed within four hours, and 40% of those confirmations are issued instantly, with no handler intervention.
of the full-claims volume is now handled via straight-through-processing (STP), and the fraud detection rate and the recovery rate improved by 2%.