What challenges did AXA face before AI implementation?

Legacy claims process was slow, paper-heavy, and lacked agility. Customers experienced delays in filing and tracking claims, leading to lower satisfaction. Brokers and service providers needed real-time access to claims and coverage information. Operational costs were high and cost visibility was limited. Difficulty managing large volumes of claims with legacy IT systems.

What was the impact of the AI solution?

40% of claims now filed digitally. Settlement/coverage visibility provided in seconds (not days). Improved customer and broker experience with seamless, client-centric process. Greater transparency in claims costs and financial management. Enhanced operational agility.

Source

MicrosoftExpandedProductionEvidence: High75/100

AXA streamlines insurance claims with digital automation

Use case typeClaims automationUpdated Jun 13, 2026

AXA, one of France’s largest insurers, modernized its property and casualty claims process with a next-generation digital claims platform built on Microsoft Azure Cloud. The transformation aimed to improve customer and broker experience, operational agility, cost transparency, and enable end-to-end claims visibility. Key features include self-service customer portals, automated First Notice of Loss (FNOL), real-time coverage confirmation, and more than 100 APIs to accelerate claims registration and settlement. Over 40% of claims are now filed digitally, with settlement and coverage information provided in seconds. The cloud-powered environment enables AXA to accurately track the cost of claims for the first time, improving financial stewardship and supporting the company’s growth ambitions. The program, delivered in partnership with Accenture, demonstrates how cloud and automation can help insurers meet evolving customer and broker expectations.

Organization: AXA
Industry: Insurance
Location: France
Published: June 2024

Reported outcomes

40%

quantified impactOther quantified impact

Strategic outcomes

New product / capabilityLaunched a digital claims platformCustomer experience & trustImproved customer and broker experienceBetter decisions & insightGreater claims cost transparencySpeed & agilityEnhanced operational agility

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Quantified impact: 40%

AccentureJun 3, 2024Case studyInferred claimHigh evidence strength

40% of claims now filed digitally.

Last evidence check: Jun 1, 2026

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: AXA
Provider: Microsoft
Maturity: Production
Linked source: Accenture

The transformation aimed to improve customer and broker experience, operational agility, cost transparency, and enable end-to-end claims visibility

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Digital Claims Automation for P&C Insurance
2Self-Service Claims Filing via Cloud Portals
3Automated First Notice of Loss Processing

Legacy claims process was slow, paper-heavy, and lacked agility.
Customers experienced delays in filing and tracking claims, leading to lower satisfaction.
Brokers and service providers needed real-time access to claims and coverage information.
Operational costs were high and cost visibility was limited.
Difficulty managing large volumes of claims with legacy IT systems.

Developed a digital claims platform on Microsoft Azure Cloud.
Introduced self-service portals for customers and brokers.
Automated the First Notice of Loss (FNOL) process for rapid claims registration.
Implemented over 100 production APIs for claims data integration and automation.
Enabled real-time coverage confirmation and settlement visibility.

Technologies

Azure Cloud Automation APIs