Republish from the special edition of Nextdeal (Issue 560)

Errikos Moatsos, CEO, ERGO Asfalistiki

Artificial intelligence is no longer a matter of distant future, but a daily reality that is transforming all sectors of the economy – and the insurance market is no exception. More advanced forms of artificial intelligence, such as Gen AI, are now being integrated into our daily operations at an accelerated pace, with the Chat GPT example expected to be used by 1 billion people before the end of the year. This technology, with its impressive capabilities, is redefining how we manage risks, serve customers, and create value for partners and consumers.

Errikos Moatsos

At ERGO Insurance, we approach artificial intelligence not as a threat, but as a tool of empowerment. A technology that complements human capabilities, enhancing their potential. We have already begun the first steps of integrating artificial intelligence into our daily operations, with the first implementation being the use of chatbots to improve the customer service experience, as well as to boost productivity and innovation for our employees and insurance partners. AI allows us to offer personalized solutions to our customers, respond to requests quickly and effectively, and simplify processes such as policy issuance, claim management, or the creation of personalized offers. Through its tools, we can analyze vast amounts of data, identify trends, and make more accurate predictions to meet customer needs.

At the same time, artificial intelligence serves as essential support for insurance intermediaries. It does not replace them – it empowers them. It provides them with more tools to focus on what truly matters: human communication, consulting, and building relationships of trust with clients. Indicatively, the use of automated service channels, such as chatbots, reduces response times to basic requests, allowing our partners to dedicate their time to more strategic interactions, such as cross-selling, need forecasting, and the provision of personalized services.

At ERGO, we have designed an extensive and holistic digital transformation program that includes all our systems, tools, processes, and overall way of operating. Our goal is to leverage new technologies and simplified processes to provide high-quality products and services to our sales partners and customers. Within this framework, we are designing technological solutions – in claims estimation, catastrophic risk assessment, customer and sales partner service – that gradually integrate artificial intelligence. At the same time, we aim to empower our human resources with corresponding digital skills by investing in their continuous training to support them in this transition. We recognize that success in the new technological environment belongs to those who manage to combine the power of innovation with the value of human judgment and experience.

Our strategic goal is to bring our brand promise to life: 'simple because it matters.' We genuinely want to make insurance easy for both our customers and sales partners, offering high-quality service and products. In this effort, technology, and especially artificial intelligence, are valuable allies. We may still be at the beginning, but the road ahead is full of prospects. Artificial intelligence is a tool that is here to help make insurance more efficient, simpler, more accessible, and ultimately more human. Our goal is clear: to leverage technology not to replace humans but to empower them to do what they do best – build relationships of trust.

Read below the article from the special edition of Nextdeal (Issue 560) in electronic format, page 52-53 (click bottom right to enlarge)