Healthcare Ecosystem Qorus-NTT DATA Innovation in Insurance Awards 2026
Submitted by
Generali
Generali is one of the largest global insurance and asset management providers, present in over 50 countries in the world, with a total premium income of € 81.5 billion in 2022.
ItalyCategory
Customer Experience ReinventedKeyword
Customer experience, Digital channels & Omnichannels, Health insurance, Beyond financial services & ecosystems, AccessibilityBusiness Line
Employee Benefits, Accident Insurance, Healthcare, Health Insurance, AssistanceDistribution Channel
Agents, Online / Direct
Innovation presentation
Generali’s Health Ecosystem delivers a fully integrated, omnichannel health experience, combining teleconsultation, facility search, booking, check‑ups, second opinion, and streamlined claims in one modular system accessible via app, web, phone, and branches.
It was created to solve fragmented customer journeys, complex claims flows, and difficulties in identifying quality providers. The Advanced Facility Finder with quality‑based ranking and direct access to claims and booking addresses these gaps.
Compared to competitors offering isolated services, Generali stands out with a fully unified ecosystem deployed across Generali Italia, Cattolica, and Alleanza, ensuring scale and a standardized digital experience.
The project draws inspiration from digital health best practices, focusing on “one section, one click” service accessibility.
It involves Health & Welfare, Digital & Technology, Customer Experience, Operations, Contact Centers, Claims, and Distribution Networks.
Early results include a network of 14,000+ facilities, 3.8M claims/year, 1.5M+ calls (avg response <45s), and a standardized digital journey for millions of customers.
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