Executives at global insurance company AXA describe artificial intelligence (AI) as a historic opportunity to transform the insurance business and a key lever for better risk pricing, improved service quality and enhanced customer experience.
During AXA’s full-year 2025 earnings call, group CEO Thomas Buberl said that one of the company’s key priorities is to turn artificial intelligence into a major lever, not only in terms of efficiency, but also in terms of better customer experience.
Buberl said: “Our AI strategy believes it will transform the insurance business, benefiting our customers and enabling us to seize new opportunities.
“With AI, we are advancing key levers in insurance to enable better risk pricing, better service quality and better customer experiences, accelerating technology development for coders to engage our workforce.”
He explained that AXA is currently investing heavily in employee training, recognizing that the company’s success depends on them embracing its strategy and leveraging these new advanced tools.
Building on Buberl’s remarks, AXA France CEO Guillaume Borie highlighted the “historic opportunity” for AXA to use AI solutions to bring additional efficiency gains to a team he believed was already highly efficient.
Borie said: “For us, we see AI as a unique opportunity to rethink the way we work with our customers, and we believe we have unique assets to successfully deliver on this significant change and transformation.
“The first asset is the robustness and quality of our distribution channels, which will remain a key pillar for us, and now, powered by artificial intelligence, distribution channels will have the opportunity to become more efficient, more productive and focus more on what they do best, which is staying on the front line with their customers.”
He provided the example of deploying an AXA chatbot in France, which is used daily by agents and their teams, allowing them to better support and service customers when they come to them for advice on insurance-related products.
Borie highlighted AXA’s expansion momentum and its ability to make meaningful investments in AI as the company’s second competitive advantage in successfully driving this transformation.
“We have sufficient capital to invest at scale in the use of agent AI, delivering scale and concrete efficiencies across the group,” he said.
Borie added that AXA’s ability to attract top talent is critical to the company’s AI ambitions.
“In order to win this technology war, we have a very attractive brand. This is of course key, because in this transformational change, our ability to attract the best talent will be a key success factor.
“In the past few months we have recruited 900 Multiple data scientists and data engineers, who are now improving our data models around the world, developing artificial intelligence solutions, services and applications that are gradually being used by all our experts. Therefore, to succeed in the field of artificial intelligence, the first thing is required. Fundamental technical and process knowledge and skills, because machines do not learn on their own. Our thousands of experts, who are experts in their fields and who understand the ins and outs and the rules we apply every day, are key assets to move faster and blaze a trail in this transformational change,” Bori concluded.
Ahead of its recent earnings call, AXA posted strong financial results for full-year 2025, with AXA XL Reinsurance reporting an 8% year-on-year increase in gross written premiums and other revenue on a comparable basis to €2.6 billion.
