Training Pit Stop: for effective and customised training Qorus-NTT DATA Innovation in Insurance Awards 2025

Concept and objectives At Generali Italia, the Distribution Network is a strategic asset in the creation of value for the territory and in the relation with customers. In an increasingly complex market, competence represents a fundamental distinguishing factor: only those who invest in their competence can truly stand out and create relationships of trust with clients. The insurance consultant is not just a professional, but a point of reference, a social actor with a responsibility towards clients, the territory and the entire Country system. This is the background to the Training Pit Stop: an innovative format, designed with the scientific support of SDA Bocconi, to meet a need: to guarantee Generali Italia's Distribution Network a timely, customised and effective training in a constantly evolving market. It is a key tool for optimising performance and targeting training with specific development activities for the individual and the team.

Main objectives: • ensuring a continuous and functional update to the challenges of the market for a more solid and competent Distribution Network in a rapidly evolving sector; • increase the employability of the Distribution Network to spread a culture of ownership in which each consultant is the protagonist of his or her own development; • delivering targeted training: the right intervention, at the right time and in the right way because training needs are different for each employee; • accelerating learning progress over time by ensuring a continuous and measurable learning.

Reasons behind The Training Pit Stop responds to the need for targeted and effective training, going beyond the concept of standardised training for all. An innovation created with the Distribution Network and for the Distribution Network: born from collaboration with the Network itself, which has contributed to the construction of the structure, logic and content and has tested its effectiveness in the field. This synergy guarantees concreteness and adherence to the real needs of the Distribution Network by introducing a tailor-made approach that: • provides an accurate snapshot of the technical and professional knowledge of each employee in order to intervene promptly where necessary; • optimises training time by focusing only on the areas that need updating; • reinforces valuable consulting, as only with up-to-date expertise can one support clients effectively and meet market challenges. It is a managerial lever that allows the Company and its direct managers to support the professional growth of the Distribution Network, identifying areas for development and structuring targeted training courses to strengthen the quality and professionalism of consultants.

State of competition A network of more than 24,000 consultants, with different experience and specialisations, requires tools capable of differentiating training paths, avoiding generalist and standardised approaches, and making learning immediate and applicable. The Training Pit Stop introduces a dynamic and interactive model; an ecosystem that offers a structured and customised development plan with three learning dimensions 1. alone 2. with colleagues 3. with managers

A short format: a questionnaire of 10 content-directed questions, in which each Pit Stop is a combination of a knowledge domain declined on a learning stage: • 6 areas of technical insurance knowledge: Legislation and Customer Choices, Insurance Technique, Savings & Investments, Life & Non-Life Protection, Welfare & Pension, Commercial Offer. • Three learning stages of increasing complexity based on Bloom's taxonomy: Phase 1 - Understanding: verification of basic knowledge. Phase 2 - Use and Application: integrating theory into practice. Phase 3 - Analysis and Processing: ability to make strategic decisions. Each phase is accompanied by formative feedback on the knowledge returned on completion of each question, even if correct, for quick and immediate learning. At the end of each Pit Stop, the system returns a detailed report with five sections: - level of activation/confidence of knowledge in the selected Domain (to be activated, activated, confident, solid) - summary of scope and sub-themes, highlighting strengths and areas for improvement. - day-to-day tactics (e.g. best practices, operational strategies) - suggestions for customised training development (peer-to-peer learning, mentoring, mind maps, summary diagrams). - information on e-learning courses and contents available on the company intranet.

Sources of inspiration Drawing on research on continuous learning (adaptive formative feedback, Bloom's taxonomy for progressive and effective learning), we have developed, in collaboration with SDA Bocconi, a questionnaire presenting real cases and a set of training tools that enable employees to learn or consolidate new knowledge immediately. The Training Pit Stop is a quick and powerful stop that offers a snapshot of the knowledge of each employee and the team, enabling a real strategy of continuous, rapid and effective growth to be defined.

Departments involved: - Training and human resources development - Direct Distribution Network - Generali Italia Agents and agency staff

Main achievements to date: • greater engagement in professional development • increased awareness of one's role and its complexity • optimisation of training time • recommendability index collected by the Network: NPS (91)