AXA is Switzerland’s leading insurance provider offering personal, property, liability and customized life insurance and pension fund solutions. AXA's main goal is to offer high-quality advice, optimally tailored to corresponding needs and requirements.

AXA operates a dense distribution network that includes 270+ agencies located throughout communities in Switzerland. The head office receives 90,000 inquiries every year from its agents, often related to details of specific insurance products, the conditions of insurance, tariffs, or extent of cover.

These inquiries were being manually reviewed and managed through a team of employees from the underwriting front office and risk office. They were increasing exponentially each year as the company grew, causing complication and length in response time. They chose FNZ’s digitization solutions to help them reduce friction and improve the time to reply to the inquiries.


advisor response rate less than 24 hours


licensed users

0.2 million

process instances per year

Redefining and automating the inquiry process

AXA worked with FNZ’s digitization team to first document the process and business units involved. This led to an outline of a standardized process for the distribution of these inquiries. They then created an automated workflow that allows all relevant process stakeholders and internal departments - including Underwriting (front office and risk office), Contract Management, and Client Management - to access all pertinent client and policy data at any time.

AXA Switzerland has successfully digitalized its business processes, enabling continuous evolution across the primary and the secondary value chain in virtually all business areas. This has improved communication and consistency among different business units and dramatically improved the agent inquiry response time.

AXA now handles some 4.2 million process instances per year and leverages business activity monitoring to continuously improve operations and processes.

Read Forrester's Total Economic Impact report on how wealth management firms and private banks have transformed their bottom line and increased margin by more than 10% through digital onboarding.