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Digital revolution in hospital insurance services for AXA Assistance

Project outline

What was the project about?

The “Health, we Care!” project, commissioned by AXA Assistance Belgium, focused on implementing an online platform for managing hospital insurance, designed specifically for employers and their teams. The main objective was to streamline hospital insurance services by automating and digitising key processes, such as policy management and claims handling. This solution aimed to reinforce AXA’s image as a modern insurance provider, improve business process efficiency, and reduce operational costs.

Project duration

18 months

Industry

insurance, healthcare

Services
  • IT consulting
  • Process automation
  • Software development

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Our client

Who was our client?

AXA Assistance is an international company within the AXA group, specializing in assistance and insurance services. Operating globally, the company serves both individual and business clients in over 30 countries.

AXA Assistance is known for its high standards of service, quick response to customer needs, and flexibility in adapting its services to local markets. With this approach, AXA Assistance is one of the leaders in the assistance sector, providing not only traditional insurance products but also comprehensive support in emergencies.

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Key challenges

What were the key challenges of the project?

  • Policy Management: Allowing employers to manage employee policies quickly and directly.
  • Claims Handling: Providing employees with online claims submission, medical documentation uploads, and the ability to track reimbursement processes.
  • Customer Service: Enhancing AXA Assistance’s image as a modern and innovative insurance company.
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Our solution

How did we address the problem?

  • Automating policy management
  • Employers needed easy and fast access to manage employee policies. We implemented CRUD functionalities (create, read, update, delete), enabling employers to handle policies independently. Now they can easily create new policies, update employee data, and cancel inactive policies.

  • Simplifying claims handling
  • We provided employees with direct access to monitor their hospital insurance. Through the platform, they can report planned hospitalizations online, upload medical documentation, and track the reimbursement process. This seamless access to information and control over claims reduced the need for direct contact with AXA representatives.

  • Integration with hospital systems
  • We integrated the platform with hospital billing systems, enabling automatic processing of invoices and verification of medical documentation.

  • Cost reduction and efficiency improvement
  • Traditional administrative processes were time-consuming and costly. Our platform streamlined policy management and claims handling, which significantly reduced handling times and lowered operational costs. Automation using a workflow engine minimized manual work and reduced errors.

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Our work

What did we do?

01

Needs Analysis

A thorough analysis of AXA Assistance’s requirements and an understanding of the specific needs related to hospital insurance management.

02

Solution Concept

Creating a detailed action plan and proposing functionalities tailored to AXA Assistance’s needs.

03

Platform Design

Preparing a prototype and discussing key features with the AXA team to ensure alignment with their expectations.

04

Implementation and Integration

Implementing and integrating the platform with AXA’s existing systems.

05

Testing and Optimisation

Conducting tests and tailoring the system to the clients’ requirements.

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Key results

What did the client get?

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Cost Optimisation

Automating administrative processes reduced handling times and lowered operational costs, improving efficiency and reducing errors.

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Faster Service

Shortened time for policy management and claims handling accelerated processes, increasing customer satisfaction and loyalty.

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Brand Image

Implementing a modern platform strengthened AXA Assistance’s position as a company focused on clients’ convenience and needs.

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All services provided by the supplier were in accordance with the contract and expectations of AXA Assistance. During the cooperation, supplier’s project team has shown a high level of professionalism with wide knowledge of business processes, technology and specific needs of Belgium insurance market.

Appreciating throughout serval years, both the team competence and quality of delivered solutions, I therefore fully recommend Altkom Software as a reliable partner on software development projects.

Nadine Goetschalckx

Health Care Director, AXA Assistance Benelux

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