The Insurance Asia Awards, organized annually by Insurance Asia magazine, celebrate the best insurers in the Asia-Pacific region. The awards acknowledge outstanding achievements in growth, innovation, service quality, and contributions to elevating insurance industry standards in each country.

The awards ceremony took place on 7/7. Generali Vietnam received the "AI Initiative of the Year - Vietnam" and "Customer Service Initiative of the Year - Vietnam" awards. According to the company, these results reflect efforts in its sustainable development strategy, driving digital transformation, fostering innovation, and fulfilling its commitment to becoming a "Lifelong Partner" for customers.

A Generali Vietnam representative with an organizing committee representative at the Insurance Asia Awards 2026 ceremony. *Photo: Generali*

This marks the second consecutive year Generali Vietnam has been honored at these awards. In 2025, the company secured two titles: "International Life Insurer of the Year" and "Claims Initiative of the Year". This year's achievement also marks Generali's 15-year presence in Vietnam. The company views this as recognition of its sustainable development journey and its commitment to supporting millions of Vietnamese families.

Nguyen Phuong Anh, CEO of Generali Vietnam, stated that throughout 15 years of operation, the company has consistently built customer trust as the foundation for all development strategies. "The two awards at the Insurance Asia Awards 2026 recognize the entire team's persistent journey in driving technological innovation and comprehensively enhancing customer experience," she said.

Generali Vietnam applies artificial intelligence throughout the insurance journey, from consultation and policy enrollment to customer care. During the consultation phase, the company deploys the AI Trainer & Sales Assistant platform, which combines an AI chatbot and a learning advisory tool. This supports financial consultants in enhancing product knowledge, quickly accessing information, and improving consultation quality.

Ho Thi Viet Ha, Deputy CEO of Finance and Corporate Strategy at Generali Vietnam, shared insights at the Insurance Asia Awards 2026 ceremony. *Photo: Generali*

During the insurance enrollment process, Generali implemented an AI-powered voice-bot system to record consultations, meeting transparency and customer protection requirements. The system automatically verifies the completeness of consultation content, detects anomalies, and identifies potential voice interference risks before policy issuance.

Since 8/2025, over 22,500 customers and financial consultants have participated in this process, accounting for more than 30% of total issued applications. Of these, artificial intelligence automatically verified over 98% of cases.

The unit also uses artificial intelligence in document processing and workflow automation to improve the efficiency of claims settlement and policy issuance. As a result, claims processing time decreased by about 40%; over 70% of digital claims were processed within three business days in Q4/2025, and the average policy issuance time shortened to 2,1 business days.

Bui Phan Bao Nghi, Deputy CEO of Information Technology and Insurance Operations at Generali Vietnam, stated that each technological application, especially artificial intelligence, is developed with the goal of providing practical value to customers and consultants. "When applied correctly at each customer touchpoint, artificial intelligence not only optimizes processes but also contributes to a more transparent, consistent, and convenient experience," Nghi said.

Ho Thi Viet Ha (left) with Bui Phan Bao Nghi, Deputy CEO of Information Technology and Insurance Operations (right), at the awards ceremony. *Photo: Generali*

Alongside digital transformation, Generali Vietnam was also honored with the "Customer Service Initiative of the Year" award for its VITA-Sereno Customer Care Program and Customer Appreciation Program. Every six months, Generali's customer care center proactively calls customers to express gratitude, re-explain core benefits, and guide them on effectively utilizing their policy's protection value. The content of these discussions is personalized based on each customer's needs, product history, and insurance journey.

After each call, customers then receive a summary email of their benefits, featuring concise, intuitive, and easy-to-understand content. Additionally, the AI chatbot Nhu Y assists in answering questions related to procedures and documents, contributing to a seamless experience across multiple touchpoints.

Furthermore, the Customer Appreciation Program is implemented nationwide for customers who maintain active policies and fulfill premium payment obligations. According to the company, the program is designed as a gesture of gratitude for customers, while also fostering long-term engagement.

By the end of 2025, Generali's policy retention rate reached 86%, an increase of 4 percentage points from the beginning of the year. The customer satisfaction index (R-NPS) in Q4/2025 reached 61 points, exceeding the market average.

According to a company representative, the two awards at the Insurance Asia Awards 2026 further acknowledge efforts in technological innovation and enhancing customer experience. They also motivate Generali to develop transparent, accessible protection solutions, aiming to become a "Lifelong Partner" for Vietnamese customers.

Thai Anh