What challenges did AXA face before AI implementation?

Streamline claims processing, fraud detection, underwriting, and personalized policy generation. Improve employee productivity and customer service while meeting data privacy requirements.

What was the impact of the AI solution?

AXA planned to extend the service from 1,000 users to 140,000 employees worldwide. FWD launched the claims solution across Hong Kong, Thailand, Japan, and Indonesia by December 2022.

Source

MicrosoftEvidence: Medium50/100

AXA and FWD Generative AI for Travel Insurance

Use case typeEmployee productivityUpdated Mar 28, 2024

AXA and FWD Insurance are using Microsoft Azure OpenAI and Azure AI in travel insurance workflows. AXA built AXA Secure GPT as an internal generative AI platform, while FWD launched AI Claims 2.0 to process low-risk claims and improve customer experience across multiple markets.

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

Reported outcomes

1,000 employees

AXA initial user baseOther quantified impact

140,000 employeesAXA employee rollout target4 countriesFWD launch markets

Strategic outcomes

Employee experienceImproved employee productivity with internal generative AICustomer experience & trustFaster claims processing and better customer experienceRisk & complianceSecure, privacy-compliant cloud deployment

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

Normalized claim

AXA employee rollout target: 140,000 employees increase

AncileoMar 28, 2024Blog postExplicit claimMedium evidence strength

the plan is to extend this service to all 140,000 employees worldwide in the near future

Normalized claim

AXA initial user base: 1,000 employees increase

AncileoMar 28, 2024Blog postExplicit claimMedium evidence strength

Initially accessible to 1,000 AXA Group Operations (AXA GO) employees

Normalized claim

FWD launch markets: 4 countries increase

AncileoMar 28, 2024Blog postExplicit claimMedium evidence strength

Launched across Hong Kong, Thailand, Japan, and Indonesia by December 2022

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

Customer: AXA, FWD Insurance
Provider: Microsoft
Maturity: Unknown
Linked source: Ancileo

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 3

1Employee productivity
2Claims automation
3Underwriting

Streamline claims processing, fraud detection, underwriting, and personalized policy generation.
Improve employee productivity and customer service while meeting data privacy requirements.

AXA developed AXA Secure GPT using Microsoft Azure OpenAI Service for text generation, summarization, translation, and code correction.
FWD launched AI Claims 2.0 powered by generative AI to process low-risk claims and support faster claims handling.
The solutions were positioned to operate in secure cloud environments with privacy controls.

Technologies

Azure OpenAI Microsoft Azure AI

AXA planned to extend the service from 1,000 users to 140,000 employees worldwide.
FWD launched the claims solution across Hong Kong, Thailand, Japan, and Indonesia by December 2022.

Architecture

AXA Secure GPT is described as an internal service powered by Microsoft Azure OpenAI Service and built in-house in three months within a secured, data-privacy-compliant cloud environment. FWD's AI Claims 2.0 is described as a generative AI claims app for low-risk claims across multiple Asian markets, but the article does not specify implementation details beyond the product-level description.

Sources & evidence1

Evidence: Medium50/100Evidence strength