Always a pioneer of innovation in the world of insurance, Genertel now embraces new technologies even more and changes its skin to become 100% digital native. In this way, the new Genertel, also thanks to the support of a simple and intuitive and always available app, will revolutionize the customer experience, allowing you to take out a policy in less than a minute and to obtain reimbursement for damages in less than 3 minutes. All this remotely and independently, with the opportunity to access discounts and collect points for the community’s social giveback program.
The novelty will allow the company of the Generali Italia group to become the first Insurtech in the country. The new reality, conceived and built in less than 18 months, was presented today by Marco Sesana, Country Manager & CEO of Generali Italia and Global Business Lines. During the event he explained that “Genertel’s transformation responds to new customer needs that have changed profoundly in recent times.” To give some examples, today 64% of people prefer to manage insurance services in self-service mode and 65% are interested in insurtech services.
The transition has begun some time ago. With the new Genertel, Generali has in fact completed the technological and digital transformation of all distribution channels in Italy: today 100% of the agencies and over 70% of policies are digital. The result is + 48% of satisfied customers who recommend Generali. «In five years we have changed the way of doing insurance by transforming the corporate culture, accelerating technology and introducing new skills – said Marco Sesana -. When we embarked on the “Partner of Life – 2021” strategy, we set ourselves the goal of revolutionizing and improving the experience of our customers, investing 300 million euros in innovation, skills and people ».
The aim is also to seize the opportunities offered by the advance of the insurtech world. «Innovation is part of Genertel’s DNA – said Maurizio Pescarini, CEO and General Manager of Genertel and Genertel Life during the presentation -. Today we confirm this attitude by launching the new strategy that will lead Genertel to be the first major Italian insurtech ».
The new business model to bring the customer experience to the standards of digital services companies, leverages the extended use of 5 technologies: data & cloud (for the improvement of pricing and engagement), augmented reality (which reconstructs the specific parts of a car and the type of damage), biometric (to report the claim via video), artificial intelligence (for the automatic estimate of the amount of a claim with video / photo), conversational interfaces (with the use chatbot).
The ambition of the new strategy is to offer, within the next three years, the best customer experience on 4 ecosystems of need: mobility, home, wellness and pet. In the first ten days of December the mobility offer will already be available, in 2022 it will be the turn of home and wellness and in 2023 the proposals concerning pets.
Thanks to the new strategy and the new business model, Genertel aims to grow and further strengthen its leadership in the direct insurance segment in Italy in 3 years, with the goal of 65% customers in Self service mode and a 40% growth in customer base of the direct channel totaling 1.5 million for Genertel and Genertel Life.
The new life of Genertel also looks to the social. Together with the insurtech novelty, BeeGood is born, the social giveback program of the customer community on social causes closest to their values to support the community with solidarity projects. Genertel has decided to support non-profit projects active throughout the territory in the social, environmental and health fields. From 2022, the commitment will focus, in particular, on 4 social and environmental causes: healthy nutrition, for children and fragile families with Ora di Futuro together with the non-profit organizations MissionBambini, CSB, The tree of life; more trees and parks, for clean air throughout Italy with Arbolia; more smiles and hugs, for sick children with Vidas; more treatment and research for neuromuscular diseases with Telethon.
In addition to the operating model, the Genertel revolution also affected the brand which has been renewed to make it more modern and in line with the digital brand, characterized at the same time by a strong human touch and greater empathy.