Innovation Ambassadors
Simplifying and accelerating claims processing with AI
In 2024, 84 initiatives from 24 entities around the world prove just how pervasive innovation is at BNP Paribas Cardif. Discover how BNP Paribas Cardif, in partnership with Orange, makes it possible to deal with phone breakage and oxidation claims in a matter of seconds.
Briefly introduce yourself: country, department, main missions, interests outside the company (hobbies, passions, etc.)
My name is Tom Thiberge and I’ve been working for the BNP Paribas Cardif Group for 10 years now, which I joined on a work-study program. A few months ago, I joined Karapass, a subsidiary specializing in affinity insurance products, where I manage a Data team. My role is to develop and promote Karapass’s range of data services, from an operational and analytics point of view, while steering the company towards a resolutely “AI Driven” approach, i.e. one in which AI plays a central role in decision-making, automation and process optimization.
Outside work, I like to play pizzaiolo, and I’m a soccer fan, a fervent supporter of AS Monaco..
Present your project: its main objective, its content, its genesis and its interest for BNP Paribas Cardif.
The telephone is central to our lives, and it was essential to offer our customers an immediate solution in the event of a claim. Thanks to AI, we have transformed claims acceptance times from an average of two hours to just a few seconds. Responding in less than five seconds is not only a technological feat, but also a powerful lever for increasing customer satisfaction.
This innovation, based on a score calculated by AI using data from the claim declaration and its past history, enables claims relating to broken or oxidized phones to be accepted in a matter of seconds, offering rapid handling, even in the evening or at weekends. For more complex claims, not handled by AI, policyholders are automatically redirected to a classic route with specialized managers. They also retain the option of choosing to be handled directly by a manager, without going through automatic acceptance.
The implementation of this solution, in collaboration with our partner Orange, illustrates our shared desire to offer an optimal customer experience, providing immediate and effective responses at every stage.
Our determination to be a “market maker” in the affinity insurance sector is reflected in this solution, which creates value at every level: for our customers, our partners, our employees and the Group.
What surprised or amazed you most about this project (perhaps you have an anecdote to tell us)?
The ability to meet our commitments in a very short space of time, despite a dense roadmap. This was made possible by expert teams and exceptional commitment. The project’s success is also due to the commitment of our employees, who went beyond their job to ensure its success.
What advice would you give to employees who also want to innovate?
For an employee, it’s essential to be a source of ideas, connecting his or her area of expertise to the industrial processes to be integrated. You always have to ask yourself the question of the innovation’s added value, and give a concrete answer.
From a project point of view, three keys to success seem essential to me:
- Innovation must be part of an industrializable process and provide clearly measurable value, especially for the business.
- Teams aligned from design to delivery, and effective, regular exchanges with the sponsor and/or decision-maker.
- Stakeholder commitment to delivery.