GenAI service assistant for International Programmes (HDI Global)
by HDI Global SE · Primary insurer
Market unit: Global
HDI Global SE is introducing an in-house generative-AI solution for its International Programmes business, which covers more than 5,100 programmes with service capabilities in over 175 countries. The tool draws on HDI's internal databases of country information and thousands of local policy provisions and suggests responses to customer enquiries about compliance standards, required documents and process flows, while human experts keep control of all decisions. In September 2024 HDI said a pilot had been successful and the solution was in the implementation phase. No later status, usage figures or results were found.
1 free view left this month
Business context
- Value chain steps
- Customer serviceCompliance and regulation
- Insurance branches
- Property insuranceLiability insurance
- Application scope
- Internal only
- Country or market unit
- Global
Value and impact
- Added value category
- Efficiency gainCustomer experience improvement
Technical details
- AI category
- Generative AINatural language processing
Compliance and governance
- EU AI Act risk category
- Limited risk
- EU AI Act role
- Deployer
- Relevant policies
- EU Artificial Intelligence ActGeneral Data Protection Regulation
Metadata
- Development type
- Minimum viable product
Community
Average rating
Comments
Log in to join the discussion.
No comments yet. Be the first to comment.
Related solutions
Since September 2021 Baloise has used a virtual voice assistant, developed with Spitch and NTT DATA, in its Swiss non-life customer service. Callers state their concern in standard German or Swiss German dialect instead of using the phone menu; the assistant recognises the intent, mainly claims notifications, and transfers the call with an on-screen text summary for the agent. At launch about 40% of German-language non-life enquiries passed through the assistant and 85% of callers reached the right expert at the first attempt; French was planned for a later stage. Spitch's case study (updated April 2025) describes a hybrid on-premise and cloud setup. Status after the December 2025 Helvetia Baloise merger is not documented.
HUK24, the online subsidiary of HUK-Coburg, has run a virtual assistant in the contact and help area of its website since 2017; it is also embedded in the contact form to answer questions before an e-mail is sent. As reported in 2022, it was built on IBM Watson Assistant with Watson Discovery for search, hosted on IBM Cloud in Frankfurt, and about 1.5 million customer inquiries per year went through it; HUK24 monitors answer quality and request volumes with SAS Viya dashboards. In April 2026 HUK-Coburg's CEO said the assistant reduces HUK24's roughly 900,000 annual customer inquiries by more than 30% (about 300,000 cases). It was rated 'best in class' in the 2022 ComputerBild/Statista digital assistant test. HUK-Coburg reports about 60 AI use cases in production overall (2026).
Guideline IQ is Zurich's in-house generative-AI chatbot for underwriters, giving fast access to the latest underwriting guidance drawn from multiple sources to support consistent underwriting decisions. Zurich states that it is live in 29 business units. It is one of the modules of Zurich's ZurichIQ generative-AI platform, where it is described as supporting underwriting adherence (Evident AI Index for Insurance 2026, as reported by Insurance Business). Zurich has not published a launch date, user numbers or time savings.