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<v ->How do you future-proof an insurance business when decades</v>

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of experience is walking out the door

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and new talent isn't arriving in time to fill the gap?

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Signal Iduna saw an opportunity to reshape the business.

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By embracing generative AI

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they sparked a transformation

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that empowers customers and employees.

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I'm here in Dortmund to meet with Johannes Rath,

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board member of Signal Iduna to understand

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firsthand how they made it happen.

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Johannes, what drove Signal Iduna

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to explore generative AI already in 2023?

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<v ->Chris, two major problems.</v>

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Firstly, our workforce will retire

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in the next ten years by up to 30%.

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What that means, a lot of knowledge will leave Signal Iduna.

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Secondly, increasing claims,

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increasing sales volume after Covid.

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That means a lot of new input.

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And this was the point when generative AI

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and also BCG, BCG X,

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and Google Cloud entered the picture for us.

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Insurance is still a paper-heavy business.

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In 2024, we saw claims increase by 25%.

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And what that means is a lot of new paper.

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This is why it's super important that we have an

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AI input management like Doc AI.

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Now we are entering the agentic world and I'm

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super proud, and to be honest, also thankful,

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that we started our journey

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with our Co SI health assistant in 2023.

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And I think having the first discussion

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with a trusted partner like BCG, having an idea of

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how we can build one of the first solutions,

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you are a catalyst for our first ideas.

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<v ->Can you share a little bit of the success factors</v>

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of actually getting Co SI to life and making it impactful?

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<v ->Our agile transformation, what we did,</v>

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it's all about people.

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It's about mindset shift.

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And from my point of view, it is the foundation model

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right now for our AI journey.

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We reduced our handover time from one customer agent

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to another customer agent, from

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27% to 3%.

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What that means is we doubled our net promoter score

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in 2024

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and at the end, more happy customers.

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<v ->If we look at the insurance industry more broadly,</v>

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maybe look a decade ahead,

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what do you think is going to change?

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<v ->I think we will see maybe in every segment,</v>

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in every part of our value chain, from fraud detection

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to risk management,

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and of course, in customer service, we will see

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that GenAI will be inside every process.

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<v ->So from today,</v>

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you have implemented AI at scale.

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What are your next steps

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to take Signal Iduna further on this journey?

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<v ->What we are building right now with the foundation model,</v>

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the direct infrastructure,

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what we develop together is we are building an agent family

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around our core business.

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We will see it in car, in life insurance,

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maybe in health insurance too.

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Our agent family will increase.

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<v ->Signal Iduna's journey shows what's possible</v>

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when transformation begins by empowering people,

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and technology is matched with vision, urgency, and purpose.

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