AXA Simplifies Claims Tracking With Self-Service App

"OutSystems enabled us to rapidly build a web-based portal for our brokers that helps them better serve their customers and eliminated unnecessary processes and delays."

Chris Voller

Director of Claims

AXA

Unhappy brokers and call center bottlenecks

AXA needed a broker portal, fast. Independent brokers with AXA Commercial Lines expected easy online access to their customer’s claim information from any device. Instead, they had to call AXA’s overburdened customer service center and wait on hold.

Concerned that brokers would move their business elsewhere, AXA called on its IT team to build an innovative insurance portal. But there was a catch – IT spent most of its budget maintaining existing applications and aging legacy systems. How could the IT team build a broker portal quickly, with limited resources, that could be accessed by mobile phones, tablets, and PCs?

AXA’s IT team turned to OutSystems application development platform to help them build an enterprise-grade solution fast. They chose OutSystems for its:

• Robust application development and deployment – Enabling agile development, testing, deployment, and management of applications in an amazingly short time frame.
• Open platform with no vendor lock-in – Ensuring a high level of comfort and portability.
• Strength of integration – Allowing legacy systems to integrate with new applications through the platform, enabling legacy system modernization.

A new insurance portal with legacy system integration in just 3 months

Armed with OutSystems, the IT team built the eServe insurance portal in just three months, about half the time it would take with traditional development methods. eServe provides an elegant and highly-functional front-end that works on both mobile devices and desktop computers. OutSystems enabled the integration with AXA’s legacy system, ACS, an in-house platform based on Oracle and .NET. During the pilot program and again after rollout, brokers found the system intuitive and easy to use without special training.

Intuitive insurance claims access for brokers on any device

The eServe insurance portal for brokers provides immediate online access to customer claims data from any device. The portal enables 3000+ brokers to see:

• Real-time insurance claim status tracking
• Clear identification of suppliers allocated to claims (repair shops, etc.)
• Next steps and timelines in the claims workflow for each individual claim

Now brokers can instantly retrieve their customer’s claim information 24/7 from a desktop, tablet, or mobile device. No more threat of leaving for a better broker experience elsewhere. And calls to customer service have slowed, allowing AXA to greatly reduce call center costs.

Additionally, AXA launched a customer version of eServe that enables policyholders to directly access information about their claims – another boost to customer satisfaction.

AXA will continuously improve the eServe portal to provide additional benefits to brokers and customers. Since the platform is highly scalable, adding more brokers and more functionality isn’t a problem, and changes can be made without disruption.

More importantly, using OutSystems gave AXA the means and vision to achieve future legacy system modernization and digital transformation across the organization.