Simplifying claims management with automation

April 29, 2024

BNP Paribas Cardif is simplifying claims management with automation by shortening its processing time and thus providing better and quicker service to our customers and partners.

Judith Will, Corporate Analytics Manager at BNP Paribas Cardif, briefly introducing us to automation.

Check the full interview: 

What is automation, and how is it implemented at BNP Paribas Cardif?

At BNP Paribas Cardif, automation is not an end in itself, but a means in a much bigger picture: the redesigning of processes. When looking at a specific process within the customer or partner journey for example, we first need to take a step back and define the objectives we aim to achieve. It could be speed, efficiency, accuracy, seamlessness... Once the target is set, we can assemble the necessary pieces: this is where automation comes into play. Our teams determine the level of automation desired, aligned with the identified needs, and we leverage the appropriate assets across AI, parametric, digital, data, etc. 
 

How can automation improve customer experience?

Redesigning processes and leveraging automation has significant potential for our customers: for example, in Germany our local teams have leveraged automation processes to create a transparent claim process. This thanks to automated and immediate notifications informing policyholders about their claim status, without any human interference. This has contributed to enhance their digital experience as well as their satisfaction. It is key to add that, for BNP Paribas Cardif, automation isn’t and end in itself and is therefore always combined with human expertise.

Can automation bring more value to our distribution partners?

Indeed! Shortening claims processing time makes a real difference for partners. Automation, when well implemented, can have a lot of impact on their customer’s experience and satisfaction, therefore contributing to their brand recognition. To mention only one example, in Chile, we have been implementing automation solutions based on artificial intelligence for a while, for 2 partners in particular: Scotiabank and Caja Los Andes. This enabled their customers to benefit from an impressive reduction of claims processing time: from 10 days and 7 days before, to just 10 minutes! These good results also help our partners improve their customers’ loyalty.
 

One last word?

I’d say that automation isn’t just good for our clients and partners, but also for us as employees! It can increase speed and efficiency and free up time. Time we can spend to develop business, to focus on high added value tasks, and to develop our skills even further!

To find out more, check out our 2023 Business Report.