How Allianz Accelerates Customer Value | Insurtech Insights 2026
How Allianz Is Finding the Happy Path to Customer Value | Insurtech Insights London 2026
Allianz Versicherung handles more than 10 million manually processed customer requests every year. Somewhere in that volume is the difference between good service and great service, and it usually hides in how the work actually gets done. At Insurtech Insights London 2026, Jan Malmendier, COO of Allianz Versicherung, joined Avinash Misra, co-founder and CEO of Skan AI, for an unfiltered look at how one of the world's largest insurers is using operational context to transform.
Key insights
1. Process visibility has to come first
You can't improve what you can't see. Allianz used Skan AI to gain a detailed, end-to-end view of complex processes, including the steps that never show up in system logs.
2. Scaling transformation is hard, and that's normal
Transformation inside a large insurer brings real hurdles, from legacy systems to organizational change. The session gets candid about what those hurdles look like and how Allianz is working through them.
3. Less busywork, more customer focus
By identifying and removing non-value-adding work, Allianz is freeing employees to spend their time where it matters most: with customers.
4. Operational context is the foundation for AI impact
The same complete view that powers process improvement becomes the foundation for scaling AI, giving agents the first-party data they need to see how Allianz actually works and run processes reliably.
See how Skan AI works
Request a demo to see how Skan AI can give your teams the context they need to transform operations and validate your AI strategy continuously.
Frequently asked questions
It refers to the most efficient, lowest-friction way a customer request moves through your processes. Finding it requires seeing how work flows, including the exception paths, escalations, and workarounds that slow it down.
Allianz used Skan AI to gain deep visibility into complex customer-request processes, identify non-value-adding work, and build the operational context needed to optimize and scale AI.
Skan AI observes how teams work across claims, underwriting and servicing at the desktop level, revealing bottlenecks, compliance gaps and automation opportunities that traditional tools miss.
Task mining captures individual user actions but can't connect them into complete processes. Skan AI observes every human-system interaction across in-process applications and roles to deliver full, end-to-end operational context.
