Innovation Ambassadors : Car maintenance and breakdown automated claim management by Icare
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 and Icare automates claim management for cars.
Could you please introduce yourself briefly?
My name is Elena Tsitouris and I work at ICARE, a BNP Paribas Cardif subsidiary specialising in mechanical breakdown warranty and used-vehicle maintenance contracts. I’ve been a Digital and Data Project Manager for seven years now.
In practical terms, my team and I are responsible for outlining, implementing and rolling out the digital services of tomorrow for our partners, customers and internal employees. A 360° project management job with lots of freedom, there’s never a dull moment!
I have a little girl and a second one on the way and I’m always listening to a lifestyle or cultural podcast!
Tell us about your project: your main focus, what it is, how it came about and what it will bring to BNP Paribas Cardif
Our technical platform in Le Mans has always been a strong differentiating asset for Icare, and one that is highly valued by our partners and customers because of the short response time and the expertise of our operators, most of whom are former mechanics.
But our accelerating development, particularly on an international scale, has led us to rethink our model. Automation has emerged as an obvious response to our growing business. And so the Claim Automation project was born!
Encouraged by feedback from other Group entities (BNP Paribas Cardif in Spain, Karapass, etc.) and supported by a team entirely dedicated to this project, which is important, we were able start the work. This involved:
- The development of an analytical model for the automatic approval of claims based on the industry expertise of our operators
- Many UX workshops to improve the online claim filing experience
- Major IT developments to streamline workflow
Today, we’re proud to have an average of 1,000 claims approved automatically every month, and our goal is to reach 2,000 claims per month by September 2025.
What did you find most striking/surprising during this project (perhaps you have a joke to tell us)?
I was impressed by the level of technical expertise and know-how of our technical platform. A car is made up of approximately 900 parts. From an industrial point of view, it’s a technological marvel. I also discovered the sustainable side of automotive after-sales services: re-used parts, parts recycling, etc.
And the fact that, strangely enough, there are very few digital platforms in France that cater to repair shops. As someone who originally came from the insurance sector, I was able to discover the automotive side of my job.
What advice would you give to employees who also want to innovate?
Securing support from management very much helps bring your innovation to life. Having strong support helps to create an environment that is conducive to innovation – in terms of resources, of course, but also a secure workspace that leaves room for iteration and failure.
Lastly, I’m not telling you anything new, but having dedicated IT teams working full-time on the project is a major asset.
