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00:05 Earlier this year, Insurance Business was here at the BIBA Conference 2026 to ask the industry's biggest questions to insurers, brokers, MGAs, associations, and more.

00:20 At Allianz, our ambition is to be the easiest insurer to deal with. So when we talk about leveling up, it means how do we take friction out of those digital journeys that we have.

00:28 We have now hit four out of five quotes going straight through our systems without being touched by underwriters, which means that ultimately brokers are getting faster answers, supported by technical underwriters who are better trained.

00:42 We saw well in excess of 100 underwriting authority increases last year, which is massive. Again, it means that we are responding more quickly when a broker phones or live chats with us.

00:55 On top of that, if we do have a referral—where an underwriter may need another set of eyes on a particular case that has complexity or other considerations—we've cut the time of those referrals by half.

01:04 So actually, it's about being faster, easier, and giving responses that make sense first time and every time to a broker.

01:19 As I said, a big focus is actually on the underwriters who service our brokers. Often brokers will ring and just have questions on a case. There may not be an issue with the digital journey or something being kicked out.

01:27 So we need to make sure that those underwriters are well trained to be able to give the support that our brokers need.

01:35 We are giving them tools now. We've got an internal tool called Brian for our mid-market underwriters and ADA for our digital underwriters.

01:43 These are cutting search times by half for information across 270 different documents that might include everything from our products and policy wordings to our authority guides.

01:59 So underwriters have generative AI at their fingertips that they can lean upon to give faster and smarter responses to brokers as and when they call.

02:06 On top of that, we've recently launched our Smart Broker Brief, which is a briefing document that brokers can use to discuss various facets of insurance with their clients.

02:21 It's pulling on 40 different data sources to highlight increases in potential risk for a client and enhance conversations.

02:28 For example, it might note that a business was established 10 years ago today and remind brokers to call that out when they're speaking with clients, helping them have better and warmer conversations.

02:37 This is how we're trying to be smarter and use the power of Allianz and the data that we have to support brokers in having the right conversations.

02:50 Obviously, it goes without saying that AI and data are buzzwords for the insurance industry at the moment.

02:57 Practically speaking, though, getting insights and being able to work more smartly is really where you win. That makes the difference between the winners and the losers.

03:08 What we're doing is building propensity models, for example, knitting together many different data sources from a vast array of enrichment providers that we utilize to gain better insights and be more informed about the risks we want to win and retain.

03:29 What does that mean in practice? Today, we're using a technology called Cytora to triage risks from manual journeys into digital journeys using AI and the data that we have.

03:37 When they arrive in digital journeys, we're overlaying propensity models that tell us which risks we think we can win on and be more competitive with.

03:46 We then prioritize calls to brokers proactively on new business or renewals to make sure that we're working together on the cases that matter most for our brokers and for us.

03:59 Again, it's about taking friction out and making smarter decisions throughout the journey.

04:12 As I mentioned, ADA, our intelligent AI assistant that we've rolled out to our brokers in digital, is really helping us improve service outcomes.

04:20 This year, after rolling ADA out, we are delivering the best service we have delivered in a long time versus last year.

04:28 We can see it in the satisfaction rates that we have with brokers. We've seen a 6% increase in brokers rating us as excellent or good in our live chat ratings.

04:36 That's really driven by our ability to provide fast and high-quality answers when a broker has a question.

04:44 ADA is taking search time down by half. What would previously have taken an underwriter maybe 45 minutes in a day is now half that time in terms of checking different documents or looking at information that supports a decision or referral.

05:01 So that's really where we're using the intelligence of AI to have better conversations, faster.

05:11 We are constantly tuned in to our brokers. We have a regional distribution team that is constantly listening to what our brokers' requirements are.

05:20 We also have customer insights and propositions teams who are constantly testing ideas with brokers and identifying where we can improve.

05:29 Off the back of those insights, we've driven a lot of the innovation we've spoken about—whether that's moving to two-vehicle fleets, relaunching Mid-Market NCD, or bringing out our Smart Broker Brief.

05:38 We're constantly tuned in to the feedback that we get, and we dissect the verbatim feedback we receive through our live chat channels and phone calls.

05:47 We do that to make sure we're gaining an edge through insight and continually developing our proposition.

05:55 How has that changed what we've done in the last year?

06:03 We delivered 26–27% more changes to our pricing and products off the back of that feedback in 2025 than we did in the previous year.

06:10 So we're ramping up changes, becoming more agile, and making sure that we stay tuned in to exactly what our brokers and customers need.

06:19 Ultimately, it's about delivering products and services that make a difference.