Introduction

Foreword

A Sector Embracing Change - With Eyes Wide Open

AXA has been using traditional machine learning (ML) models for several years, with a particular focus on claims management across motor, property, and casualty lines. These models help claims handlers triage cases and recommend “next best actions,” supporting efficient and consistent decision-making from the start of a claim through to resolution. Importantly, this AI is used to augment human expertise—not replace it. We have no automated decision-making within our journey. The handler is always able to review the output and accept or reject those decisions.

Building on our traditional machine learning capabilities, we are now exploring how Generative AI can add further value—particularly in document analysis. For example, Gen AI can read and interpret medical reports or other claim-related documents to help detect early signs of complexity in a case, so it can be escalated up to our specialist team more speedily.

The company’s use of AI is both customer-facing and internal. In digital channels—like our Electronic Notification Of Loss (ENOL) platform - AI helps triage claims and suggest likely outcomes more speedily, such as whether a vehicle is repairable or whether it needs to be taken to salvage. Customers can then choose to proceed digitally or speak to a handler at any point.

Behind the scenes, AI models work silently, flagging potentially complex claims or summarising customer calls to save time. But the customer still interacts with a human. Ultimately, it’s the handler speaking with the customer, backed by AI-generated insights that give them more confidence in those interactions.

Successfully integrating AI into claims management isn’t just about the technology. A large part of the exercise is about bringing the people in the business with you – classic change management. In the early days of the programme – we are now five years in - there was understandable hesitancy from staff about what AI might mean for their roles. However, we have been careful to take a collaborative, transparent approach. Training and support are embedded into AI rollouts, and feedback loops ensure ongoing refinement. Crucially, AI projects are developed with the business teams, not handed down to them.

Our handlers now say AI gives them more time to focus on the parts of the job that require their expertise and human skill-sets, with much of the boring admin taken away – so they have more time to focus on handling complex conversations, providing empathetic support and making decisions. All aspects of the of the job that really benefit from the human touch.

The AI program is delivering results for our business, and for our customers, on multiple fronts: it is enabling us to make faster decisions - customers benefit from quicker resolutions, such as knowing immediately where their vehicle will be sent for collection, ie whether repair or salvage; it is also greatly improving our operational efficiency, as handlers can manage cases more quickly and effectively with AI support; we also see the benefits of enhanced oversight, because AI acts as a second line of defence, spotting things a human might miss. All in all AI is facilitating better outcomes – decisions are more consistent and accurate when handlers are supported by AI, which ultimately reduces our indemnity costs and shortens claim cycle times for customers.

AI also has an important part to play in risk management: we are exploring what GenAI can do in terms of analysing complex data sets, eg of historic claims, and suggesting risk mitigation strategies to help reduce potential future losses.

It also has a role in fraud detection. AXA uses AI models to assign risk scores to claims, helping specialist teams prioritise investigations. We are also exploring document and voice analysis to detect fraud more effectively.

As for ethics, AXA has built a governance framework to ensure every AI project is developed responsibly. This includes early engagement with data protection and compliance teams, as well as built-in bias testing and monitoring.

While AXA is open to exploring automated decision-making in the future, our current approach is firmly rooted in maintaining a “human in the loop.” The AI may make a prediction - but the final call remains with the claims handler. There is real value in that human-AI collaboration. We are not building AI in isolation. We are building it with our people, for our people because we believe that is how you get the best outcomes for customers - and for the business.