Trust as a Strategy: How Allianz Is Leveraging AI in Its Customer Business

Allianz Board of Management member Sirma Boshnakova picked up on this idea. In the AI era, she said, the company will not become irreplaceable through technology alone, but through 130 years of experience, more than 100 million customers, experts, risk knowledge, and data. Artificial intelligence does not replace people; it elevates them to a new level. Whether when purchasing insurance, receiving home assistance, or dealing with auto damage, AI should make support faster, more scalable, and more efficient. “Then we’ll still be there for our customers on Sunday evenings, even when no employees are working,” said Boshnakova.

Thomas Sepp, a member of the Allianz Commercial Board of Management and Chief Claims Officer, also highlighted the downside, however: artificial intelligence carries risks. He cited failing AI systems in vehicles, as well as fake emails and videos used in social engineering. This also includes “AI washing”: a misleading marketing tactic in which a product is promoted by exaggerating the actual role of AI. Today’s cases are just the tip of the iceberg; the pace of adoption and liability issues are growing faster than governance. Allianz is positioning itself as a risk manager, with claims analysis and AI help centers.

Allianz Board of Management member Renate Wagner placed people and machines at the center of her remarks. Technological excellence alone is not enough; empathy, sound judgment, and a customer-centric approach are what set a company apart. For customers, this means personalization and speed—for employees, it means unlocking their potential. In addition to in-house AI applications, Wagner introduced Allianz’s own chatbot, “Mia.” This enables Allianz employees to answer simple customer questions more quickly. Her formula: 70 percent of the transformation is about people and processes, 20 percent is data, and only 10 percent is tools. Finally, Allianz Board of Management member Barbara Karuth-Zelle described the organizational foundation. Artificial intelligence, she said, is more than a tool—it is becoming a way of working. The foundation is based on responsible use, transparency, human oversight, fairness, and data protection.

Following an in-depth discussion between the Board of Management and journalists, the garden at Allianz headquarters provided an opportunity for casual conversation over a barbecue—away from the hard facts and figures.