New mobile and web hub (NMWH) for customers – Generali Group Qorus-NTT DATA Innovation in Insurance Awards 2026

Concept and Objectives

Generali Group is building a global, shared digital platform designed to offer all customers (across every Business Unit/Market/Country) a simple, seamless and consistent insurance experience delivering on our Excellence in CX promise. The New Mobile and Web Hub (NMWH) brings to life across different markets an outstanding Mobile App and Web Portal experience, by delivering a unified suite of features through a single, scalable product codesigned & codeveloped by Group and local teams, enabling faster delivery, shared innovation, and a stronger performance across markets. Co-design and co-development started with Country Italy, which gave a significant boost to the entire program and its adoption across the other markets such as Poland, Slovenia, Austria & Switzerland. Every year 4-5 markets are planned to adopt and contribute to the design & development of NMWH, with the goal of having 16+ markets live by end of this strategic cycle (YE 2027).

Aligning with the Group’s Lifetime Partner 27 strategic plan, the main objective of the hub is:

• Strengthening omnichannel engagement by delivering the most relevant digital features and enhanced user experience, ensuring that over 50% of customers have active digital interactions by 2027

• Accelerate self service adoption, removing friction and streamlining key interactions such as claims, policy management and renewal, reducing operator assisted activities (without losing human touch) and improving service quality.

• Increase efficiency through shared services, enabling faster rollout of new features, reducing fragmentation, and ensuring long‑term scalability of digital investments.

• Support full digitalization, promoting a paperless approach to lower postage costs and enhancing sustainability.

• Evolving customer expectations: demand for seamless, mobile‑first, omnichannel journeys and full self‑service, now proven drivers of satisfaction and performance in insurance.

• Industry (financial services) benchmarks: global insurers and banks are launching standardized, centrally developed platforms on a global scale.

• Emerging technology: GenAI‑enabled experiences, real‑time data platforms, and API‑first architectures are enabling modular features, high availability, and faster global rollout — now essential capabilities for unified digital hubs.

Reason behind

The initiative is driven by the Group’s ambition to deliver Excellence in Customer Experience and Advisory by expanding shared services as a lever to enhance operating model efficiency. Converging multiple local digital assets into a single, Group managed platform, Generali Group reduces fragmentation, optimizes resource allocation, and ensures sustainable scalability of digital investments across Business Units. Every new feature is designed starting from customers’ needs and expectations, picking the best benchmark references to deliver frictionless user-friendly digital experiences.

State of competition

While many players in the insurance industry invest in digital touchpoints, few offer a fully standardized, centrally developed global customer hub deployed consistently across international markets. This program positions Generali Group ahead of competitors by combining scalability, cocreation, shared technology, and AI driven features into a single global asset.

Sources of Inspiration

We shaped this program, drawing inspiration from the following key dimensions:

• Evolving customer expectations: demand for seamless, mobile‑first, omnichannel journeys and full self‑service, now proven drivers of satisfaction and performance in insurance.

• Industry (financial services) benchmarks: global insurers and banks are launching standardized, centrally developed platforms on a global scale.

• Emerging technology: GenAI‑enabled experiences, real‑time data platforms, and API‑first architectures are enabling modular features, high availability, and faster global rollout — now essential capabilities for unified digital hubs.

Departments Involved

The program involves Group Marketing, Group Operations, and the GOSP Global Digital Factory. More than 20 Business Units/ Countries are engaged, with active participation from their IT, Operations, and Marketing departments.

Main results so far

• Delivered the New Mobile & Web Hub (NM&WH) to 4 Business Units, and 2 Business Units in Friends & Family stage. Aggregated results so far are:

• ~2,4 Mln app download

• >4.2/5 average app stores rating (iOS, Android) across platforms

• ~ 1 Mln unique active User

• Delivered the Innovative “Am I Covered?” GenAI‑enabled feature to Austria as part of the December Friends & Family release.

• Completed onboarding of 4 additional BUs, with go‑lives planned by 2027.