Digital Transformation Consulting

AXA faced niche issues related to the limitations of legacy claims systems that hindered agility, increased costs, and impacted customer service in the highly regulated property and casualty insurance sector. To address these challenges, AXA implemented the Guidewire ClaimCenter claims management system and migrated to a cloud-based architecture using Amazon Web Services (AWS). This phased approach allowed for the addition of new features and automated workflows, significantly enhancing claims processing capabilities.

The tailored solution resulted in a substantial reduction in claims registration and settlement times, with over 100 APIs integrated into the system for streamlined operations. Notably, the migration to AWS was completed in nine months, ahead of the planned 12 months, demonstrating efficiency. The digital transformation enabled AXA to provision new computing environments in minutes, providing greater agility and cost transparency. Customer experience improvements included 40% of claims being declared through the digital First Notice of Loss (FNOL) channel, with immediate visibility of coverage limits, deductibles, and repair confirmations. Additionally, 90% of claims for coverage and intervention are confirmed within four hours, with 40% issued instantly without handler intervention. The new digital system also supports straight-through processing (STP) for 20% of claims, and key performance indicators like fraud detection and recovery rates improved by 2%, delivering tangible operational and service benefits specific to AXA’s insurance operations.