Allianz Fusion®: The technology & people making travel insurance valuable for partners & customers Qorus-NTT DATA Innovation in Insurance Awards 2025- Nominated

Solving problems for our partners and our customers is the core of our DNA. It goes beyond a "simple" insurance product and starts with the recognition of customers as travelers with unique needs, not transactions. In many contexts, when people bring up marketing personalization, their first thought goes to data and machine learning algorithms. But, the reality is that personalization starts with empathy. It starts with understanding the traveler journey and the many things that cause stress and anxiety along the way, and the things that bring us joy and comfort. At heart of it, we have all been travelers at one point or another, but each of us is different, and frankly, each of us may act different from trip to trip – personalization is not just about the traveler, but also the context of the trip. For travel insurance, personalization begins at understanding the different solutions that can be provided in each situation — the booking window, the length of the trip, trip components, customer’s prior travel experience (i.e. frequent traveler loyalty program status), the time of year of the trip, the end destination, the number of travelers on the itinerary, and more — are the ultimate drivers in predicting what customers really want… and providing a solution that is going to serve them best when they really need it.

Which brings us to the basis of our innovation, Allianz Fusion®

Behind the scenes, Allianz Partners has been the ‘Godfather’ of Insurtechs for years. We’ve always pioneered innovation that redefines what travel protection can do to drive more customer value. Included in a long list of ‘firsts’ is being first to embed insurance into the booking paths of airlines, OTA’s, event ticket suppliers, and more. One of our key advantages is a state-of-the-art, proprietary e-commerce booking platform known as Allianz Fusion® that integrates directly into those partners’ ecosystems, including booking paths. The platform uses machine learning to provide each customer with the most relevant insurance offer, personalized to their reservation—all within a fraction of a second.

While technology is really a massive enabler to innovation, you also have to have the people and experience to get the most out of it. Allianz Partners dedicates a team of 50+ experts to powering this technology with heart. By putting themselves in customer’s shoes, they develop relatable offer messaging and creative solutions to feed their robust optimization program.

Humans are inherently great at coming up with new ideas and looking at bigger pictures, but we are no match for the speed at which machines can interpret data and help make decisions. Each booking could easily generate upwards of 100 to 200 data points of direct or derived data about the trip, the traveler, ancillary purchases, purchase history and loyalty, as well as insights on bookings not yet completed. Distilling insights and actions from billions of data-points and customer actions is impossible for any human, much less in real-time. Luckily, AI provides the perfect application. But all that cutting-edge technology still relies on a very human element: telling an easy-to-understand story that shows the real value of the solution to a customer’s problem. Conducting nearly 20,000 experiments, we have learned how to use technology to complement what humans do best.

Through this program, we are able to generate over 1.6B real-time, tailored insurance quotes per year for our partners across the globe, supporting some of the most iconic travel and event ticket brands in the world. Since 2007, not only has our program driven improvements in customer experiences and value for our customers, but we also drive over 10% in sustained incremental revenue gains each year as well.