Axa Switzerland has seen its claims surge during the months of the pandemic and as it scrambled to handle all the claims, it resorted to the help of a robot to help it out.
The travel insurance of Axa Switzerland has had a busy year, with a surge in claims starting in the springs months of the lockdown, according to statistics presented by Switzerland’s largest casualty insurer on Monday. In the last week of March, the firm received 3,500 claims, which was sevenfold the amount of a year earlier (see table in German below).
Helping Hands
With claims surging, Axa was forced to find alternative ways of dealing with demands from policyholders, who also sought help with repatriations, cancellations, and rebookings. Numerous staff from other departments at the Winterthur-based company helped their colleagues at the Intertours travel insurance.
Axa also employed the help of digital intelligence. Procedures were streamlined, plans for automation and digitization advanced and boosted. Some paper-trails were swiftly adapted with the help of a software computer, which continues to be of great help, the company said.
The service center of Intertours to this day gets inundated with requests from clients who need to adapt their travel plans on grounds of shifting quarantine rules, Axa said.
