Effortless and caring experiences

To consistently minimize customer effort at every step

Using the feedback received from millions of our customers, we have created a genuine customer-centric culture and implemented thousands of actions to improve and, in some cases, redesign customer experience. Thanks to this solid foundation, we are designing effortless and caring experiences that minimize customer effort at every step. We aim to make the entire purchase, service, claims, assistance, and renewal experience consistently effortless and caring.
Our guiding principles are: speed, ease, real time, accessible, first time right but always with a human touch, especially for complex matters:

  • increase speed and efficiency by using Smart Automation to offer instant claims settlement, pay out and fast quotation;
  • offer real-time conversational channels (Whatsapp, Messenger, Chatbot etc.) or chatbots boosting real-time engagement;
  • be accessible 24/7 on one’s preferred channel, including the agent without bureaucracy. New self-service options on the app and portal will allow to find & do anything customers want easily, will make access easier and drive first contact resolution performance;
  • continue to offer human support for clients with complex matters empowered by a 360° customer view.

These guiding principles will also ensure we offer a sustainable paperless & accessible experience fulfilling expectations of responsible consumers. Our goal is to ensure customers interact with Generali in the easiest, fastest and most caring way.