Republish from the special edition of Nextdeal (Issue 560)

Philippa Michali, Chairwoman of the Board & CEO, NN Hellas

In recent years, artificial intelligence has emerged as a key accelerator for the transformation of various industries, including private insurance. Its potential is extremely broad and we are only at the beginning. It has the power to transform the way we operate through the processing of large volumes of data, providing accurate predictions and personalized solutions with multiple benefits, for both the daily lives of the industry’s professionals, as well as for the customer’s experience.

The world is changing rapidly, and along with it, the needs of customers, partners and employees. Customers demand convenience and fast service, while our partners and employees want to feel that their work is efficient and provides value. So, at NN, we have strengthened our strategy, focusing on the simplification of our systems and the digital transformation, always putting our policy holders at the centre of everything we do. We are already using new technologies, such as data and AI, to better respond to the ever-changing needs of our clients. For example, at the moment, we are testing an AI-powered claims processing tool.

Philippa Michali

Our strategy focuses on the good use of technology and AI, in order to simplify our processes and deliver a more personalized communication with our customers. In this way, we will be able to redefine the policyholder’s experience, enhance our operational efficiency, and empower our employees. This ensures that we remain an agile organization that can meet the challenges of today and especially of the future.

We invest in the training of our people, having 9.000 employees in the NN Group using ChatGPT daily and more than 1.000 using a coding assistant.

A significant part of our employees in Greece are also participating in this transition, through training programs. In fact, through the Group's NN Digital Hub, we can more easily maintain and share knowledge and skills within the organization, as well as attract new talents from technological specialties.

At this point, it is important to mention that artificial intelligence is the catalyst for changing our corporate organizational culture as well. Its integration has brought about significant changes that have enhanced the efficiency and experience of our employees. AI applications are available to everyone, regardless of working position, which creates an environment where innovation is not limited to senior executives, but becomes part of everyone's daily work. In addition, it improves communication and collaboration between teams, providing tools that facilitate knowledge sharing and problem solving. This leads to a more cohesive and collaborative culture.

However, at NN Hellas we acknowledge that the rapid development of AI also entails a lot of risks. For this reason, NN Group has developed a governance and ethics framework for all related applications, aiming to their responsible use and always in accordance with the relevant legislation. At the same time, we have taken all steps necessary to develop our own ethical rules and principles. NN’s AI Guidelines include and ensure diversity, fairness, accountability and, above all, human oversight, which cannot be replaced.

At NN Hellas, we will continue to invest in new technologies, “ethical” artificial intelligence included, in order to create a more advanced, secure and sustainable insurance industry, always focusing on the customer.

Read below the article from the special edition of Nextdeal (Issue 560) in electronic format, page 41 (click bottom right to enlarge)