KAssis: Generali’s in-house GenAI knowledge assistant moves from concept to reality

Artificial Intelligence is reshaping industries worldwide, and insurance is no exception. While many companies rely on external AI tools, Generali is taking a step forward: building its own in-house GenAI-powered assistant.

Generali Switzerland, Group Data, AI & Automation (DAIA), and the House of Insurtech Switzerland (HITS) have joined forces to develop KAssis, an in-house GenAI-powered knowledge assistant designed to transform the way claim handlers work. The initiative reflects Generali’s commitment to building reusable, Group-level AI capabilities that enhance efficiency and accuracy in claims handling.

Claim handlers manage dozens of cases daily, navigating a maze of documents, guidelines, and deadlines. Much of this work remains manual, slowing down processes and leaving little time for value-added activities.

KAssis aims to change that by acting as an intelligent assistant, helping handlers find information quickly, extract key data, flag inconsistencies and proactively suggest possible settlement options, thus supporting faster and more informed decision-making.

With KAssis, the goal is not just speeding up tasks but also empowering claim handlers to focus on what truly matters: learning from real cases, improving with feedback, and ensuring that expertise remains at the centre of every claim decision.

At the beginning of the year, the project team conducted a Proof of Concept (PoC) analyzing 50 claims of varying complexity. The results were promising, demonstrating measurable gains in productivity and process automation. Building on this success, the next phase will see KAssis evolve into a production-ready solution for deployment in Switzerland.

Unlike off-the-shelf solutions, KAssis is being developed internally, in close collaboration with the claim handlers and ensuring compliance with Generali’s standards for data security. This approach enabling scalability across other business units and lines of business once validated in Switzerland.

The immediate focus is on testing and expanding further functionalities, hardening the solution for production, and rolling it out to Non-Life teams in Switzerland. Once proven, KAssis is expected to serve as a blueprint for similar deployments across the Generali Group.

This in-house approach is what sets KAssis apart. By developing AI solutions within Generali, we ensure that data stays protected, and the technology truly reflects our people’s needs. It’s innovation with trust and governance built in from the start.

KAssis is more than a tool – it’s a signal of Generali’s evolution: building in-house AI capabilities that deliver real business impact while keeping people at the centre. In the era of AI, KAssis embodies what it means to be a Lifetime Partner: combining innovation, technology, and human touch to create solutions that make a real difference for our people, our customers, and the future of insurance.