Digital Customer Reviews Platform – Plateforme Avis Digitaux – PAD Qorus-NTT DATA Innovation in Insurance Awards 2025 - Winner

Following the May 2024 creation of a Data Marketing division within Generali France, the Marketing Department has identified and launched several Data & AI-driven to support the Tied Agents' network in accelerating digital channel growth.

Key Insights Driving the PAD Initiative: • 92% of consumers consult online reviews before visiting a business and/or to make a purchase, with 87% considering ratings below 3 to be unacceptable

• Based on an internal study, Agents with a strong digital presence (Google rating >4) generate, on average, 25% more new business per year than less digitally mature agents

• Major competitors are actively enhancing their digital reputations. Positioned at 5th in Google reviews at the end of 2024, Generali aims to take actions on this front

• Tied Agents require tools and support to capitalize on digital opportunities, hence PAD to provide actionable strategies

• Insurers underutilize online reviews due to the complexity of processing unstructured data and extracting actionable insights

Concept: Harness large volumes of unstructured and untapped data to train AI models, derive meaningful customer insights, and identify actionable strategies to support the Tied Agents' network in three critical areas: 1. Identifying customer experience pain points at the Agency level 2. Monitoring competitors and adapting strategies accordingly 3. Enhancing local presence management by helping Agents track key KPIs (rating, response rate, response time, sentiment score, etc.) and driving team engagement

Objective: To position Generali's Tied Agent network as the #1 player in online reviews across Google, Pages Jaunes, and Trustpilot by optimizing ratings, response rates, and response timesm by end Q1 2026. The aim is to dominate local reputation and maximize lead generation, competing effectively and efficiently against industry giants such as AXA and Allianz, which have significantly greater resources and denser networks.