Digital Transformation Consulting

AXA Insurance, the largest insurer in Belgium, faced significant challenges in the highly competitive property and casualty insurance sector, particularly due to strict regulations, security threats, and the limitations of legacy claims systems. Recognizing the need for change, AXA sought to leverage digital technologies, specifically cloud platforms, to enhance its claims management processes. With the assistance of Accenture, AXA implemented the Guidewire ClaimCenter claims management system, which became the cornerstone of their digital transformation.

To effectively transition to this new system, AXA and Accenture developed a comprehensive roadmap that included a phased rollout of the Guidewire ClaimCenter. A key aspect of this transformation was migrating the system to Amazon Web Services (AWS), which not only provided greater agility but also improved cost control. The migration process, initially projected to take 12 months, was completed in just nine months, showcasing the efficiency of the collaboration between AXA and Accenture.

The results of this digital claims transformation were significant. AXA reported a new and highly responsive claims experience, with automated features and over 100 intuitive application programming interfaces (APIs) now in production. This advancement led to a reduction in claims registration and settlement times, enhancing customer service. Notably, 40% of all claims are now declared via the digital First Notice of Loss (FNOL) channel, allowing immediate visibility into coverage limits, deductibles, and repair service confirmations. Furthermore, 90% of cases requiring coverage and insurer intervention are confirmed within four hours, with 40% of these confirmations issued instantly without the need for handler intervention. The implementation of straight-through processing (STP) has also improved efficiency, with 20% of the full claims volume now handled through this method. Additionally, the fraud detection rate and recovery rate improved by 2%, underscoring the effectiveness of the new digital solution in meeting customer needs and supporting AXA's growth vision.