The tools are there, but auto repair shops are getting so expensive that auto policies are being impacted.
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If help is requested, a real voice should answer: The insurer Axa is driving digitization forward, but the customer should also feel heard.
GMeasured against the major upheavals and existential challenges of recent years, things are a little quieter in the insurance industry. But below the surface, the topics of digital transformation, financial market development (especially inflation) and new product fields continue to ferment. For Axa Germany, as a subsidiary of the Paris insurance group, the number 7 in the German market, the topic of digitization is far from over, emphasizes CEO Thilo Schumacher in an interview with the FAZ
Artificial intelligence and bots could take over part of the communication with customers. In this way, it was possible to reduce the number of employees per contract to a third in car insurance. This reduces costs, which benefits the customer. But the human component shouldn’t be ignored, says Schumacher: “If the sentence begins like this: ‘Can you help me?’, then a real voice should answer.” as shown by the growing number of hits on the MyAxa app. “Customers see, I get my certificate, I can manage contracts, why do I need a paper folder,” says Schumacher.