January 11, 2024

BNP Paribas Cardif and Orange, which have partnered for insurance coverage of mobile devices since 2018, today announce the rollout of a solution that automates approval of claims for device breakage or oxidation. Policyholders making a claim can apply a score calculated using artificial intelligence (AI) to receive a decision within seconds. The AI-based solution replicates the human decision process thanks to an algorithm constructed from data reported by customers, as well as data on past behavior.

Customers can also choose to opt out from this solution and have their claim processed by claims managers. This processing option will also be applied if claims are not automatically approved using AI. 

This approach reflects BNP Paribas Cardif’s commitments to placing the customer experience at the heart of the insurer’s strategy, benefiting the over one million Orange clients who have taken out BNP Paribas Cardif insurance cover to protect their smartphones, tablets, watches and accessories. BNP Paribas Cardif leverages artificial intelligence to better meet policyholder expectations and make insurance more accessible. This in particular includes faster insurance subscription and fast processing when a claim is made. 

Baptiste Auffret, director of BNP Paribas Cardif affinity partnerships, commented:

“Responding to a claim in under five seconds is a great way to boost customer satisfaction. This automatic claims approval solution marks a new stage in our partnership with Orange and reflects our shared vision of delivering the best possible customer experience. BNP Paribas Cardif is committed to applying innovations made possible by technological advances and artificial intelligence to more efficiently manage the loss ratio while meeting the needs and expectations of its partner’s customers. Thanks to this new solution we have cut the time in approving claims from an average of two hours to just seconds.” 

Guillaume de Riberolles, director of financial products and services at Orange France, said:

“Mobile phones have become absolutely essential to the daily lives of our customers, which is why we need to provide them with immediate solutions in the event of a problem. After introducing a solution to replace phones within 24 hours, we worked with our partner BNP Paribas Cardif to enable claims approvals in just a few seconds thanks to artificial intelligence. Orange sees this innovation as a way to increase customer satisfaction and ensure the best possible experience when they make a claim for damage to their phone.” 

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