Philippe Rambaud

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Services & Consulting Engineering : Bodily Injury

Case Management

Philippe RAMBAUD – AXA ASSISTANCEDirecteur de la BU Domicile

3ème Conférence internationale sur les services à la PersonneMadrid 11-12 novembre 2010

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index

1. Current report & target

2. Economic contexta) Drift average costsb) Weight of futures costsc) Deficient control of costs

3. Managing serious bodily injury

4. Albatroos moovie

5. Our offer

6. The solution of AXA Assistance

7. Our service target

8. Practical implementation

9. Albatroos

Madrid 11/11/10 CONFIDENTIEL

Current report & target


A plan of action – enrolled in a context: Inflationist

In evolution

Juridical favourable for victims

Professional changes

The target : Global strategy answer : conduct the insurer (claim manager) in one hand

and in the other the victim, respecting at the same time their rights and

obligations.

Build a life project for bodily injured persons

Implement all the services needed

Drift average cost of bodily injury- + 7% /year

- Since 2000, the number of bodily injuries has doubled

- Absence of foreseeable nature of bodily injury’s costs with a temporal volatility

Weight of the futures costs and the carers costs- Funds increased for the future costs and human care items representing about 50%

of file’s reserves

Deficient control of costs- Disparity of prices for the care.

- Estimated cost in the lawyer’s complaints are exaggerated.

- There is no real implementation of services.

- The forensic approach is not detailed for the futures costs.

Inflationist economic context



When a person is injured by an accident, or by a medical

error, and consequently becomes disabled and dependent,

his/her everyday life, and that of those around them,

changes.

Until now, insurance companies only paid out financial

compensation. Yet, the victim and their family are faced

with a whole new set of needs created by the dependent

state and the different types of handicap.

Managing serious bodily injury


How does one cope in the maze of regulations and laws?

How can we compensate for the inevitable change in the behaviour of the disabled and dependent victim?

Who will help him/her to accept his/her new condition, and in practical terms, who will organise and provide the specific help he/she now needs?

Despite the willingness of a few insurance companies, the appropriate solutions and services are rarely and disparately offered or followed up.

Managing serious bodily injury

7 Châtillon – 21/07/2009 - classification : CONFIDENTIEL

« ALBATROS »

Moovie



The skills developed by AXA Assistance cover all the aspects of day-to-day life for a disable person :

• legal environment

• fiscal environment

• social environment

Our service offer


We offer multidisciplinary skills :Analyse in details the bodily injury cases :

casualty’s description, medical expert report, victim or lawyer complains, …

Look for the best global solution for the victim and propose it to the Insurer Claim Manager.

Guarantee the right and the long term implementation of the proposed services.

Our services’ offer


On the Insurer request, we : Assists the Claim Manager during the negotiation with

the victim or his/her layerDefines a macro-economic analysis of expenses – Draw

up a report for legal use Makes the evaluation and practical implementation :

Needs of domestic and paramedical care Medical supplies Home fitting up Vehicle fitting Employment support Psychological support.

Our services’ offer


This solution permits to control the drifts and to contribute to better answers in care needs .To have immediate and secure visibility of the global cost. To increase conciliation for a global benefit for the victim,

her lawyer and the claim manager.To have persistent services and avoid the feeling of

relinquishment.To supply to the victims a high quality service with the best

providers control.

The aim of AXA Assistance solution


The aim is to increase the number of settlements reached out of court by creating a trusting relationship that would benefit to the victim, his/her legal advisor and the insurer.

This is done by providing victims with the best possible global indemnification & long-term support so that they don’t feel abandoned, and by offering quality services with better cost control.

The aim of AXA Assistance solution


Practical implementation

A dedicated team of disability consultants to advise the insurers and specialised on domestic care

A team of physician specialised on bodily injuries Specialised providers for disability equipment

(medical supplies, architects, vehicle experts, carers, …), KPI,SLA’s Capacity to move on the field for serious cases,

to assist claim managers, and lawyers Capacity to assist the expert physician to

evaluate the technical needs of care.


Build a Life Project including the solutions step by step in the victim’s life

Manage & Control the suppliers (Implementation, bills… )

Offer a Regular Quality control

Practical implementation

15 Châtillon – 21/07/2009 - classification : CONFIDENTIEL

ALBATROS for AXA

Moovie



Before the Albatros Scheme

Before the Albatross scheme, in case of serious bodily injury, AXA waited for the status of the person to be consolidated prior to discuss of a financial compensation (capital or annuity). It could take from a few months to 3 or 7 years.

Results for AXA : High costs

Impact on the brand image and awareness

Paying blind without services

We have developed for AXA France, an innovative approach for disability persons after a serious bodily injury under the name : “The Albatros scheme”


Albatros Scheme

In case of a new case of serious bodily injury, AXA checks that the case can be in the scope, then AXA transmits the case to AXA Assistance

First step : AA contact the family and organize the urgent

services for the victim’s family: psychological support, transport of

the family to the hospital, baby-sitting…)

Second step : Our medical team study the situation of the victim

(health and housing), elaborate a life plan and decides for several

fittings


Albatros Scheme

Third step : After the agreement of the victim, his family and AXA

on the life plan and development of housing, we proceed to these

adaptations and we organise the home care services at the expense

of AXA

Fourth step : When the victim leaves the hospital, all the

services are initialized at home and we follow the situation day

after day and proceed to the necessary changes

Case Management suppliers

Assistance / Care MedicalRehabilitation

Gain Autonomy

SocialRehabilitation

Back to social life

VocationalRehabilitation

Back to work

Home assistance (pets, gardening..)

Professional coaching

Temporary Permanent

MedicalAssessment

Medical experts

Driving aids

Home Architects

House equipment and

adaptation

Social coaching

Network of

specialized homes

Physiotherapists

Medical equipment

Babysitting

Housekeeping

Home nurse

Transport

Training centers

Psychologists

Recruiting centers

Schools

Rehabilitation clinics

* Intern AXA Home architects

Medical experts

Sport’s coaching



Albatros Scheme : results for AXA

Results for AXA :

From October 2006 to October 2010, over 500 cases have been managed by AXA Assistance under this innovative approach for various entities of AXA in France.

The felt of the victims and of their families is very good concerning the Albatross scheme : > 95% of satisfaction

Significant reduction of costs under Albatros Scheme

AXA is the only insurer to have such an elaborated answer

Documents

Philippe Rambaud