Digital Transformation Consulting

AXA Belgium faced the challenge of modernizing its claims management process within a highly regulated and security-sensitive environment, where legacy systems hindered agility and efficiency. To address these niche issues, AXA partnered with Accenture to implement the Guidewire ClaimCenter claims management system and migrated to Amazon Web Services (AWS) to enhance system flexibility and control costs. The project aimed to create a highly responsive, automated, and scalable claims process tailored to the demands of digital-savvy customers.

The tailored solution involved a phased rollout of the new system, integrating over 100 APIs and automated workflows to streamline claims registration and settlement. Notably, the AWS migration was completed in nine months—three months ahead of the planned 12-month timeline—allowing AXA to rapidly realize benefits. The digital transformation enabled instant provisioning of computing environments, significantly reducing time-to-market for new features.

Quantifiable results include a 40% increase in claims filed via the digital First Notice of Loss (FNOL) channel, with immediate visibility into coverage details, deductibles, and repair confirmations. The insurer now confirms 90% of coverage and intervention cases within four hours, with 40% of these instantaneously confirmed without handler intervention. Furthermore, 20% of claims are processed through straight-through processing (STP), and the fraud detection and recovery rates have each improved by 2%. These precise, measurable outcomes demonstrate the success of the tailored digital claims transformation in increasing efficiency, customer satisfaction, and operational transparency for AXA.