Allianz Türkiye Places Artificial Intelligence at the Center of Its Business Model

With artificial intelligence and data investments exceeding EUR 15 million, Allianz Türkiye is transforming artificial intelligence from a technology project into a strategic capability that creates customer value, enhances risk management, and strengthens employee capabilities.

Artificial intelligence is now one of the defining factors not only in technology investments but also in competitive advantage. In insurance, what creates differentiation is not simply having artificial intelligence, but being able to scale it securely, improve decision-making quality, and translate it into tangible value for customers. Allianz Türkiye is carrying out its artificial intelligence transformation with this approach, building on the data and analytics infrastructure it has developed since 2018.

The company has made investments exceeding EUR 15 million in artificial intelligence and data over the past five years. These investments are centered around four strategic objectives: better understanding customers and providing more personalized services; predicting risks and fraud more accurately; accelerating operational decision-making; and enabling employees to generate greater added value through technology.

From Investment to Measurable Business Value

At Allianz Türkiye, the success of artificial intelligence is measured not by the number of models used, but by the outcomes it creates. Today, AI-supported applications are used across a wide range of areas, from claims and pricing to commercial proposals, health approvals, document processing, and customer churn predictions.

• Claims decision-making times have been reduced by five times.

• The time required to prepare commercial proposals has decreased from 4 hours to 15 minutes.

• A 99% accuracy rate has been achieved in document processing processes.

• The success rate of AI-supported fraud detection models has increased by 30%.

• AI applications have generated more than EUR 20 million in value to date.

Understanding the Customer Not Only at the Point of Transaction but Before the Need Arises

Allianz Türkiye uses large language models and generative artificial intelligence not only for automation but also to better understand customer behaviors and experience areas. Advanced analyses conducted on call center data enable recurring needs, pain points, and expectations to become visible at an earlier stage. In this way, artificial intelligence goes beyond being a tool that accelerates existing processes and provides input for the redesign of products, services, and customer experiences.

The Smart STP system used in health insurance finalizes approval processes within seconds, while AI-supported fraud detection models contribute to protecting both customers and the insurance pool. The main objective of this approach is to create not only faster processing but also more consistent decisions, more accurate risk assessments, and a more reliable customer experience.

The New Frontier of Efficiency: AI-Assisted and Agentic AI

The second axis of transformation is software development. At Allianz Türkiye, more than 300 software developers use the AI-assisted software development approach in their daily workflows. More than 15 coding agents are actively used across areas ranging from front-end, mobile, and backend development to testing and quality assurance processes.

The company aims to have one out of every two activities in the software development lifecycle carried out with GenAI support and to achieve a 50% efficiency increase in this area. In the next phase, the goal is to transition to a new engineering model based on Agentic AI-driven working models, where artificial intelligence agents capable of planning and executing specific tasks work together with human expertise and oversight.

The Transformation of the Organization: As Important as Technology Itself

Allianz Türkiye does not view artificial intelligence transformation as the sole responsibility of technology teams. Through the “AI for All” program, the company aims to enable employees to use artificial intelligence effectively, accurately, and responsibly, while promoting a data-driven decision-making culture across the organization. 

Trust, Governance, and Human Oversight as Part of the Transformation

Scaling artificial intelligence in insurance makes data security, explainability, ethical use, and human oversight as critical as speed and efficiency. For this reason, Allianz Türkiye positions artificial intelligence not as a replacement for human decision-making, but as a capability that enhances human decisions. In the company’s approach, technological scalability and responsible use are considered two integral components of the same transformation program.

Tolga Gürkan: “Competition in Artificial Intelligence Is a Race to Transform Technology into Customer Value”

Allianz Türkiye CEO Tolga Gürkan said, “Today, artificial intelligence is no longer just a technology topic; it is the new playing field for competition. However, the real differentiator is not having access to technology, but being able to scale it and create tangible value for customers and the business. We use artificial intelligence not only to process transactions faster, but also to predict risks more accurately, better understand our customers, strengthen our employees’ decision-making, and make insurance more accessible and personalized. In the coming period, generative artificial intelligence and Agentic AI will further accelerate this transformation. While doing so, we will not compromise on transparency, ethical principles, data security, and human oversight. Because for us, the success of artificial intelligence is ultimately measured by the value it creates for customers and people, regardless of how advanced the technology becomes.”

The Next Stage: Scaling Artificial Intelligence

Allianz Türkiye’s focus for the coming period is to transform successful use cases from individual applications into scalable capabilities across the organization. While aiming to expand the use of generative artificial intelligence and Agentic AI in software development, customer engagement, operational decision-making, and risk management, the company will monitor the value created through financial impact, customer experience, decision quality, and employee productivity collectively.