Automating customer compensation with Parametric Insurance

The Innovation Ambassadors program, counting 84 innovative projects submitted from 24 countries worldwide in 2024, shows that innovation can be found everywhere at BNP Paribas Cardif. Discover how BNP Paribas Cardif has simplified and automated the compensation process for customers on sick leave by using Parametric Insurance.

Could you please introduce yourself briefly?  

My mission is to define and implement the vision of these products, in response to user needs and strategic challenges: I build the prioritised functional roadmap and coordinate its implementation hand in hand with the Product Owner, ensuring the delivery of modular and reusable solutions. I love this role at the heart of the action, which offers a wide variety of topics and above all allows me to work directly with great colleagues whose expertise is as sharp as it is diverse. 

On a personal level, a large part of my free time is dedicated to volunteering, and I simply cannot live without music!

On a daily basis, I work closely with Product Managers to support them in implementing products, by providing my team’s IT expertise, deepening requirements, and concretely delivering solutions. The objective is to propose adapted and reusable solutions for Cardif worldwide. The diversity and wealth of the subjects we address is very challenging, that’s the interest of our daily work. Success comes from a reciprocal commitment with Product Managers to build together.

What I enjoy most is discovering and learning new things, very often around technology and science topics — right now, electronics and space.

Tell us about your project: your main focus, what it is, how it came about and what it will bring to BNP Paribas Cardif

Parametric insurance involves simplifying customer processes and automating procedures by retrieving customer data directly from certified sources, in particular public authorities. 

• Customer benefits: minimum effort, fewer back and forths, faster turnaround.
• BNP Paribas Cardif benefits: less but more reliable data, fewer incomplete or fraudulent files, automated processing.

Here is the use case we deployed for this project: using the FranceConnect system and with the customers’ consent, we retrieved the daily allowance certificates directly via API from Assurance Maladie (the French public health insurance provider) to speed up compensation for our customers on sick leave. Over 10,000 simplified customer claims since July 2023! 

Since May 2024, automated robot processing has been implemented for customers whose sick leave has been extended, enabling their cover to be confirmed by SMS within 24 hours (compared with 9 days by post previously). 

This innovation has been hailed by the press, the French digital affairs directorate (Direction du Numérique), the CNAM * and, most importantly, by our customers (86% satisfaction)!

*CNAM: French Health Insurance Provider – Caisse Nationale d’Assurance Maladie

What did you find most striking/surprising during this project (perhaps you have a joke to tell us)?

Our partnership with the Direction du Numérique and the CNAM stands out as a fluid and dynamic collaboration, which continues today with the deployment of FranceConnect V2. We were impressed by the dedicated commitment of BNP Paribas Cardif employees who worked to bring this innovation to life and to make the procedure easier for our clients. The project mobilised a large number of employees to take advantage of their diverse expertise: the UX, UI, Development, Integration, Design, Compensation, Project Management, Actuarial, Claims Management, Claims Database, Workflow, RPA and Testing teams and the Scrum Master, among others. 

Our hope is that the success of this first use case will pave the way for other partnerships with public authorities to extend the deployment of parametric insurance and further simplify our customer processes. 

What advice would you give to employees who also want to innovate?

Here’s what we think made the difference to the project’s success: 

• Being committed to the final purpose of the new service: what concrete value is created for the company and, above all, for our customers?
• As with any project, involving all stakeholders from the outset.
• Relying on strong, tangible support from our management and sponsor.      
• Concentrating the project on a short timeframe, in order to benefit from dedicated time and key resources, particularly for project management and development purposes. 
• Promoting an agile organisation that is both rigorous and flexible and led by a Scrum Master (as a key role in the Agile methodology, he is the guarantor of the application of the method, supports the team by organising the various Agile rituals and facilitates collaboration within the team).

The project is now in an acceleration phase: our goal is to showcase the feature as part of the customer journey and support its adoption in order to continue to increase use. We recommend factoring in the gradual adoption curve of the new service right from the project’s outset.