Switzerland’s leading insurance company is cementing its market lead through company-wide digitalization projects based on Appway Platform.
With annual revenues of $11 billion, AXA Winterthur is Switzerland’s largest insurance provider.
With annual revenues of $11 billion, AXA Winterthur is Switzerland’s largest insurance provider. Offering personal, property, and liability insurance as well as customized life insurance and pension fund solutions, the company employs more than 4,000 employees and serves nearly 2 million private and corporate customers. AXA Winterthur's main goal is to offer high-quality advice, optimally tailored to corresponding needs and requirements, at all times.

At AXA Winterthur, business process management (BPM) is a strategic initiative and one that the company is keen to develop further. In 2012, the company replaced its previous BPM system with Appway Platform, offering greater scalability and integration capabilities. Since then, it has migrated more than 50 complex, business critical processes to Appway, starting with its backend and incrementally involving all operational and commercial divisions. Appway also introduced business activity monitoring to continuously improve operations and processes at AXA Winterthur. The company now handles some 4.2 million process instances per year through Appway Platform.

To live up to its customers’ expectations, AXA Winterthur operates a dense distribution network that includes 277 agencies and autonomous general agencies. This makes effective communication between the insurer’s head office and its agencies essential for AXA Winterthur to serve its customers quickly and competently. The head office receives 90,000 inquiries every year from its agents, often related to specific insurance products, the conditions of insurance, tariffs, or extent of cover. A team of around 60 employees from the underwriting front office and the risk office process each inquiry individually.

Based on Appway Platform, AXA Winterthur has defined a standardized process for the distribution of these inquiries. The new process allows all relevant process stakeholders and internal departments, including Underwriting (front office and risk office), Contract Management, and Customer Management, to access all pertinent customer and policy data at any time. This new process is featured in the Zürich University of Applied Sciences/ZHAW case study available for download underneath.

Currently, the company employs approximately 30 staff members trained to continue expanding the use of Appway within the organization. Beyond streamlining its existing business, AXA Winterthur has developed 17 new applications based on Appway. Among other things, further development will focus on enhanced self-service applications for the end customer.
Redesigning key business processes at AXA-Winterthur (Appway Sphere 2016)
Key Highlights from AXA Winterthur’s Success Story
  • Automated workflows from back to front office
  • Strengthened role of insurance agents as customer advisors
  • Agent Inquiry Distribution Process connects the company’s main office with its 3,500 brokers
  • Advisor response rate less than 24 hours
  • Proactive knowledge management supports underwriting

Read AXA Winterthur’s case study from the Zurich University of Applied Science (ZHAW).