The Triglav Group and Zavarovalnica Triglav d.d. Annual Report 2023

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The Triglav Group and Zavarovalnica Triglav d.d. Annual Report 2023

Development activities

  • High-quality assistance services are complemented by hybrid service systems and integrated ecosystem solutions based on collaborative platforms.
  • The user experience of Triglav's TRIA virtual assistant was improved by using artificial intelligence.  This innovation has positioned the Company as a leader in the use of artificial intelligence in the insurance industry. 
  • The twelve mutual funds were redesigned so as to take into account the sustainable aspects of investments. 
  • New software solutions were implemented to optimise the inspection and assessment processes of non-life insurance claims, facilitating the calculation and payment of compensation following an inspection.
  • The own sales network was reorganised and the decision-making process was streamlined through a leaner organisational structure.

3652x posThe strategic guidelines define the Group's development activities in both activities: insurance and asset management. Their common denominator is a client-centric approach that guides the development of the Group's processes, products and services across all markets. Data management is being strengthened through advanced analytics, and the digital transformation is being continued, with the automation of processes and the use of artificial intelligence as essential components, along with the planned migration of key systems to the hybrid cloud. All these elements converge in our flexible client approach, which is becoming progressively personalised. 

Client services are being streamlined, with added value provided through the development of service ecosystems where the Company assumes a leading role, as well as by integrating its services into the offerings of partners in other industries, such as banking and retail. Through process automation, diversified channels and a flexible internal organisation, the Company effectively supports its clients even in extreme circumstances.

In the insurance activity, significant emphasis is placed on preventing loss events through preventive action.

As part of the asset management activity, alongside business digitalisation, particularly with respect to sales processes, sustainable aspects of management and investment policies are being implemented in line with the Group's Sustainable Development Policy.

The deepening of the Group's client focus is facilitated by the acceleration of its business digitalisation in 2023, which streamlined the Group's processes through innovative solutions. 

A significant milestone was reached in the use of artificial intelligence (AI) in the Company and the Slovenian insurance industry with the innovative upgrade of the TRIA virtual assistant. Mechanisms based on OpenAI technology were implemented, playing a key role in enhancing the user experience. This upgrade improved service quality by providing clients with a more natural, flexible and interactive communication experience. This innovation has positioned the Company as a leader in the use of AI in the insurance industry.

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