Meet AXA Asia

Business Benefits

• Streamlined the claims management process to provide better customer service
• Advanced digitalization efforts

The Story

AXA Asia, part of the AXA Group, is a market-leading insurance player offering a differentiated composite proposition in life and general insurance to markets in Hong Kong, Singapore, Indonesia, China, India, Malaysia, the Philippines, and Thailand. Operating in Asia’s ever-changing marketplace, AXA Asia and its recently acquired AXA Tianping Property & Casualty Insurance Company Ltd. (AXA Tianping/AXATP) are committed to creating a sustainable, long-term business for its employees, customers, and shareholders by providing customers with prompt, convenient, and reliable insurance service.

To honor this commitment, AXATP, now the largest foreign-capital P&C insurance company in the Chinese market, must differentiate itself in a rapidly changing Chinese insurance marketplace. In 2014, as part of its claims business transformation initiative, AXATP replaced its claims management system with Guidewire ClaimCenter. Ernst & Young in China, a member of the Guidewire PartnerConnect program, led the implementation, working in close collaboration with AXATP and Guidewire.

“We were impressed with its diverse geographical footprint of customers and its track record of successful first-in-country implementations,” said Hu Wu, Chairman at AXATP.

The insurer is well on its way to meeting its goals to help streamline and improve processes and system infrastructure, increase operational efficiencies, reduce risks and leakage, provide better customer service, and advance its digitalization efforts. AXATP is live with ClaimCenter for its Personal and Commercial Auto lines of business at 10 branches that cover four provinces (Shandong, Anhui, Jiangsu, and Zhejiang) as well as the city of Shanghai, and plans to be fully deployed at all 27 of its branches in the coming months.

“We are expecting some initial benefits due to the implementation of ClaimCenter, including greater visibility into the claims handling process and improved claims tracking capabilities, which allow us to better serve our customers,” said Wu.

Those benefits include being able to streamline the claims management process, making claims data easier to capture and access; automate claims handling processes to reduce claims cycle times; improve the visibility into claims handling operations to decrease fraud and leakage; increase operational efficiencies and agility to better support the needs of its claims business; and provide a better customer service experience with real-time online processing.