Implementation of automatic claims acceptance

BNP Paribas Cardif and Orange, partners since 2018 for insurance offers covering mobile devices, today announce the implementation of a solution to automate the acceptance of breakage and oxidation claims. Policyholders declaring a claim have the opportunity, based on a score calculated by artificial intelligence (AI), to obtain a decision in a matter of seconds. AI replicates the human response process, thanks to an algorithm built from data declared by the customer, as well as data relating to his or her past behavior.

If they wish, policyholders can choose not to use this solution, and instead be taken care of by claims handlers. This processing circuit will also be used for claims that are not automatically accepted by AI.

This approach is in line with BNP Paribas Cardif’s commitment to placing customer experience at the heart of its strategy, particularly for the benefit of the more than one million Orange customers who have taken out BNP Paribas Cardif insurance to protect their smartphones, tablets, watches and accessories. The company relies on technology and AI to meet policyholders’ expectations and make insurance more accessible, for example by enabling customers to benefit from rapid procedures when taking out a policy and when declaring a claim.

For Baptiste Auffret, CEO Karapass and CDEO of affinity partnerships at BNP Paribas Cardif:

“Responding to a request in less than five seconds means gaining in customer satisfaction. The introduction of this automatic claims acceptance solution marks a new stage in our partnership with Orange and our shared ambition to offer the best possible customer experience. BNP Paribas Cardif wants to use innovation around technology and artificial intelligence to control claims while meeting the needs and expectations of its partner’s customers. With this new solution, we have accelerated the claims acceptance process from an average of two hours to just a few seconds”.

For Guillaume de Riberolles, Director of Financial Products and Services at Orange France:

“Mobile phones have become such an essential part of our daily lives that we need to provide our customers with an immediate solution in the event of a claim. After offering a 24-hour exchange of their phone, we worked with our partner BNP Paribas Cardif to accept a claim in a matter of seconds, thanks to artificial intelligence. For Orange, this innovation is at the service of our customers’ satisfaction, to provide the best experience at the time of a claim”.