Republish from the special edition of Nextdeal (Issue 560)

Panos Dimitriou, CEO Generali Hellas

Artificial Intelligence (AI) represents not just another digital advancement but a fundamental transformation in how we perceive, assess, and manage risk—especially within the insurance industry. At Generali, AI is not treated as a mere tool for digital integration, but as a catalyst for systemic change. Through dynamic pricing based on behavioral data, intelligent claims management using natural language processing and machine learning, and personalized service platforms, AI is helping build fairer, faster, and more meaningful insurance solutions.

Generali has committed over €1 billion to AI infrastructure, big data, and predictive analytics. In Greece, the strategy is based on three pillars: strengthening digital infrastructure, educating staff through AI academies, and developing smart, personalized platforms. The Genius platform is a prime example of how technology can simplify processes and rebuild trust in insurance.

AI is not a faceless mechanism, but an ethical ally in creating a more inclusive and adaptive insurance system. It exists within a broader vision—where human judgment complements innovation, and responsibility guides technological progress.

Panos Dimitriou

At the same time, AI is reshaping insurance distribution. Large language models like ChatGPT have transformed what customers expect. These tools can instantly analyze data, identify needs, and provide tailored solutions—24/7. In this context, traditional roles risk becoming obsolete if they do not evolve. Insurance advisors cannot compete with AI on speed or information delivery. If they act merely as informants or sellers, they will be replaced.

Instead, advisors must transition into “trusted advisors”—professionals who offer holistic risk management and guidance. This is a role that AI can enhance but not replace. For this transformation to succeed, companies and professionals must act together. First, education is key: according to McKinsey, over 70% of professionals in finance already use AI tools. Generali is investing in targeted training to ensure advisors can strategically use predictive analytics, customer profiling, and conversational AI.

Additionaly, advisors must have access to intelligent digital assistants—“digital offices” that offer real-time customer insights, automated product recommendations, and regulatory updates. Generali is building integrated platforms that unify data across underwriting, claims, and behavior.

Lastly, a shift from transactional sales to advisory service is essential. Today’s customers seek guidance on complex issues—like inflation, cyber risks, or retirement frameworks—not just product options. This consultative role cannot be replicated by algorithms.

Generali remains committed to this transformation by investing in people, technology, and a customer-first philosophy. The future of insurance is not just more intelligent—it must also be more human.

Read below the article from the special edition of Nextdeal (Issue 560) in electronic format, page 47 (click bottom right to enlarge)