Insurance transformation in action: Assicurazioni Generali
Generali in Italy presented the incredible transformation work they have accomplished.
As part of the Qorus Innovation in Insurance Awards 2026, we selected a few of the insurance players whose projects impressed us the most. Among them, Generali in Italy presented the incredible transformation work they have accomplished.
What transformation strategy has your organization led in recent years?
In recent years, Generali has been driving a transformation focused on scaling artificial intelligence, modernizing core technology platforms, and strengthening innovation capabilities across the Group.
A key pillar of this transformation is the adoption of AI and data capabilities. Under the Lifetime Partner 27: Driving Excellence strategic plan, Generali is investing €1.2–1.3 billion in AI and technology between 2025 and 2027, supported by over 300 dedicated AI and data professionals developing solutions across areas such as claims management, underwriting, and distribution.
In parallel, the Group is streamlining and modernizing core insurance systems across markets, replacing legacy infrastructures and enabling standardized technology platforms across operations.
Another key enabler is the Innovation Fund, a Group-wide initiative supporting transformational projects and allowing employees across the organization to experiment, validate, and scale innovative solutions aligned with the Group’s strategic priorities.
What prompted this strategic transformation?
This transformation is driven by Generali’s ambition to strengthen long-term profitability and operational excellence.
Under the Lifetime Partner 27: Driving Excellence strategic plan launched in 2025, the Group aims to accelerate growth, simplify operations, and scale technology and AI capabilities across the organization.
The plan sets ambitious financial targets, including 8–10% EPS CAGR, more than €11 billion in cumulative Net Holding Cash Flow, and over €7 billion in dividends between 2025 and 2027, representing around 30% growth compared with the previous strategic plan.
To support these objectives, Generali is investing significantly in technology, data platforms, and skills development while strengthening its operating model and innovation capabilities.
These initiatives aim to create a more efficient and technology-enabled organization capable of delivering sustainable growth and long-term value for customers, employees, and shareholders.
What have been the most significant changes implemented, and how were they led?
One of the most significant shifts has been the large-scale integration of artificial intelligence capabilities across the organization. Generali now counts over 300 AI and data professionals developing solutions across core functions such as claims management, underwriting, and distribution.
AI applications are being scaled across markets to improve operational efficiency, customer experience, and technical capabilities.
Leadership has played a central role in driving these changes. The transformation is embedded in the Group’s strategic agenda and supported at all levels, from top management to operational teams.
This strong alignment allows Generali to coordinate transformation initiatives across markets and functions, enabling innovation and operational improvements to scale consistently across the organization.
What unique or key transformation practices do you follow to ensure success?
Generali combines modern development practices, internal capabilities, and external collaboration to drive transformation at scale.
Key practices include Agile development, DevOps methodologies, and cloud-based architectures, enabling faster innovation cycles and more efficient deployment of digital solutions.
The Group also collaborates with external partners and innovation ecosystems to accelerate experimentation and bring specialized capabilities into the organization.
These practices are supported by Generali’s innovation framework and initiatives such as the Innovation Fund, which provides structured support for employees to develop and test new solutions and scale high-impact initiatives aligned with strategic priorities.
This approach allows Generali to combine internal expertise with external innovation while ensuring strong alignment with the Group’s strategic objectives.
How has your workforce been engaged and transformed through this journey?
People are a key pillar of Generali’s transformation. The Group is investing heavily in skills development to ensure employees can fully leverage new technologies such as AI and data platforms.
Training initiatives are supported by Generali’s Global Academy, which focuses on strengthening technical expertise, leadership capabilities, and digital skills across the organization.
During the current strategic plan, Generali targets an Upskilling Index of at least 90%, reflecting the importance of continuous learning and capability development.
Employees across the organization are supported through training programs and exposure to new digital tools, enabling them to integrate technology into their daily activities.
This approach fosters a culture of innovation where technological adoption and continuous improvement are embedded across the workforce.
What measurable outcomes demonstrate the success of your transformation?
Generali’s transformation is delivering measurable impact across financial performance, operational efficiency, and customer engagement.
The Lifetime Partner 27: Driving Excellence plan targets 8–10% EPS CAGR, more than €11 billion in cumulative Net Holding Cash Flow, and over €7 billion in dividends between 2025 and 2027, alongside a commitment to at least €1.5 billion in share buybacks.
Operational efficiency improvements are expected to deliver 2.5–3 percentage points improvement in the insurance cost/income ratio, supported by automation, centralized platforms, and digital transformation initiatives.
Technology investments are also improving customer engagement, with Generali targeting over 50% digital customer interactions by 2027, compared with 38% in 2024.
Serving more than 70 million customers worldwide, Generali continues to combine technological innovation and operational excellence to deliver sustainable long-term value.
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