Axa rolls out machine learning tool for complex property claims

Axa UK will deploy BETSIE – buildings enhanced triage steering intelligence engine – its in-house machine learning tool, to streamline the handling of complex commercial property claims. The move follows a successful pilot in which BETSIE processed 1,300 escape of water claims and delivered a 25% reduction in re-routing.

BETSIE uses data, analytics and historical learning to reduce the number of questions that need to be asked, expediting claims triage.

Waseem Malik, executive managing director of claims at Axa UK, said: “BETSIE provides us with a fantastic opportunity to make quicker, more advanced decisions for customers. The changes that Axa has already made to our triaging routes in escape of water claims has led to significant cost savings and improved cycle times for our customers.”

He added: “I'm really excited about the opportunities and benefits that BETSIE will bring across the spectrum of property claims. Not only will this tool help us triage claims based on data and past outcomes, it will also enable our teams to make the right decision the first time for customers.”

Axa is now using BETSIE to process more than half its household escape of water claims. In the coming months, it will be used across a wider range of property claims, including fire damage, and weather-related claims such as flood and storm damage.

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