Where is AI delivering measurable ROI in your organisation?
Natasha Davydova, AXA: In insurance, we’ re seeing measurable ROI across claims processing, fraud detection, underwriting, risk assessment and personalised insurance products. Claims processing automation is cutting administrative costs by 30-40 %, while fraud detection accuracy has improved dramatically. In underwriting and risk assessment, we’ re seeing accuracy improvements of up to 50 %. When we monitor policies with AI and automation, we’ ve reduced processing times by 70 %, which enhances both compliance and risk management.
At AXA specifically, we’ ve introduced AI to help our contact centre agents. Previously, when a customer asked whether their policy covered a specific aspect, it would take on average five minutes for the agent to search through policy documents. Now, the AI picks up the question, searches the policy, and brings up the reference within five seconds. The agent can provide an answer immediately, which dramatically improves customer satisfaction.
We’ re also using AI for automation in our contact centres, so agents can focus on value – paying attention to customers rather than administrative tasks. In underwriting, where you process vast amounts of data, we can move from months and weeks of analysing historic data to hours and minutes. That’ s transformational.
160 January 2026