Name
CRM for insurance
AI in action: More time to connect with customers
The BSI Customer Suite unifies CRM, sales, customer service, and marketing on a single platform built for insurers. Automate service processes with AI, provide targeted support to agents and brokers, and create personalized customer experiences. Do all of this even as customer inquiry volumes grow, new products are launched, and regulatory requirements increase.
Leading insurers trust BSI Software
The BSI Customer Suite for insurance
✓ Industry expertise: Agency management systems, broker relationships, and industry-specific advisory processes
✓ AI-supported: Automate service, prioritize leads, and provide targeted support to agents and brokers throughout the advisory and sales process.
✓ Industry expertise: Agency management systems, broker relationships, and industry-specific advisory processes
✓ AI-supported: Automate service, prioritize leads, and provide targeted support to agents and brokers throughout the advisory and sales process.
Intelligence
Artificial Intelligence
BSI has already reached a place other solutions are still advancing toward. With more than 70 AI models available, we provide maximum flexibility, and agents that implement your strategies autonomously.
Intelligence
Customer Data & Insights
Your customer data is very valuable. But only if you understand what it can tell you. Create meaningful analyses and use the results right away for successful customer engagements. In real time.
Processes
Customer Experience
Serve multiple customers at the same time, and yet, serve them so individually, as if there were a thousand of you. AI-powered BSI strategies optimize your customer interactions across all channels – and around the clock.
Processes
Customer Relationship Management
This is how you easily gain your customers’ loyalty: Create long-term successful relationships, connect sales, marketing, and service, and make more time for what really matters: your customers.
Processes
Customer Engagement
You are where your customers are. Create personal experiences with online appointment scheduling, AI-powered video consulting, and digital signatures. Convenient, dependable, and legally compliant.
Data
Enterprise Integration Platform
Pave the way for your data because interfaces have never been this easy. Scale it to the enterprise level and play it safe when testing – all in low code.
Data
Customer Data Platform
Your BSI CRM/CX platform is the single source of truth when it comes to customer data. Break down data silos and optimize your business processes. GDPR-compliant and secure.
Measurably greater efficiency and growth
1/3
reduction in call handling time at BarmeniaGothaer
30%
increase in cross-selling and upselling with TAM from BSI
75%
open rate of the personalized upselling campaign at ROLAND Rechtsschutz
“With BSI, we transformed our marketing automation, delivering personalized, event- and score-based customer engagement across multiple channels for more than 20 million customers and prospects. Marketing works autonomously in the cloud, with 3,000 agents and brokers seamlessly integrated into the process. Our focus is on efficiency, relevance, and scalability.”
AI for Insurance & Health
AI agents for sales, service, and customer connections
AI agents help insurers handle customer service inquiries and requests more efficiently, reduce the workload of agents and brokers, and engage customers with more relevant communications at the right time.
AI doesn't just automate processes. It transforms customer relationships.
Today’s customers expect fast, personalized service across all channels. The growing number of personal AI assistants is also creating an entirely new interaction channel: A2A (Agent-to-Agent). At the same time, service volumes continue to rise, while qualified sales and customer service professionals are becoming harder to find.
This creates a dual challenge for insurers: They must automate more customer interactions while also strengthening personal advice where trust and expertise matter most.
In this context, regulatory requirements such as the EU AI Act and digital sovereignty are no longer peripheral concerns. They are integral to every technology decision.
CRM is evolving into a strategic platform for intelligent customer relationships.
Where insurers need to act most urgently today
Growing service volumes, complex sales structures, and rising regulatory requirements are converging. Successful insurers address all three simultaneously.
Scale service without losing the personal touch
Growing customer inquiry volumes are outpacing limited staffing resources. Routine requests must be automated, while personal advice remains reserved for the moments where trust, empathy and expertise matter most.
Support sales more intelligently
Agents, brokers, and agencies need qualified leads and actionable recommendations without additional administrative effort. AI can prepare, support, and follow up, while people remain in charge of customer relationships.
Deploy AI securely while preserving digital sovereignty
AI is creating new opportunities, but it is also increasing the demands on data protection, compliance, governance, and digital sovereignty. Insurers need a platform that orchestrates innovation without sacrificing regulatory control.
A CRM that truly understands the complexity of insurance
Agency management systems, broker relationships, regulatory requirements, and multiple distribution channels make customer relationships in insurance inherently complex. Insurers need a platform designed around these structures and challenges from day one.
The BSI Customer Suite unifies CRM, sales, customer service, marketing, and AI agents on a shared data foundation. Industry-specific processes are not an afterthought. They are at the core of the platform. Existing systems are integrated and become the foundation for seamless, intelligent customer processes.
The result? Efficiently managed service volumes, targeted support for agents and brokers, and relevant customer engagement throughout the entire customer journey.
What insurers should expect from a next-generation CRM platform
Customer Service
Automate customer service intelligently
Incoming requests are automatically identified, routed to the appropriate processes, or handled through straight-through processing. Voice agents manage routine phone inquiries around the clock.
Business impact: Less processing effort. Higher availability. More time for complex cases.
Sales & Advisory
Support agencies and brokers more effectively
With the BSI Element called Agency management system (TAM), agents gain a 360° view of their customers, automatically identify coverage gaps, and leverage AI to prepare for and follow up on customer appointments, reducing administrative effort and creating more sales opportunities.
Business impact: +30% more cross-selling and upselling. +20% more coverage gaps identified.
Broker Relationship Management
Orchestrate broker and customer relationships
All distribution channels are unified on a single platform with Broker Relationship Management (BRM). Brokerage management, lead management, and personalized communications are centrally managed, with complete visibility across all partner relationships.
Business impact: Greater transparency. More relevant interactions. Stronger customer and partner relationships.
Agent Relationship Management
The next level: When AI agents negotiate on behalf of customers
A customer’s AI assistant independently compares policies, submits claims, and resolves policy-related questions directly with the insurer’s AI agent. This doesn’t just change the channel. It changes the entire logic of the customer relationship. In the future, insurers will need to serve not only people, but also integrate their digital representatives into customer processes.
With Agent Relationship Management (ARM), BSI Software provides the foundation for this future of orchestrating relationships between people, enterprise AI agents, and customers’ personal AI assistants.
How insurers can shape customer relationships with the BSI Customer Suite
SIGNAL IDUNA: Processing customer feedback intelligently
SIGNAL IDUNA uses BSI Software to automatically analyze 5,000 customer feedback response submissions each month and continuously improve service processes. The platform provides the foundation for data-driven service management across all channels.
HUK-COBURG: From segmentation to the customer journey
With the BSI Customer Suite, HUK-COBURG combines traditional target group segmentation with intelligent customer journeys and benefits from highly efficient processes. Up to 3 million delta leads are processed per day.
BarmeniaGothaer: Increasing service efficiency with measurable results
BarmeniaGothaer relies on the BSI Customer Suite to automate service processes and significantly reduce handling times in customer service. 90% of processes were implemented through configuration without the need for extensive custom development. The result? A 33% reduction in call handling time.
ROLAND Rechtsschutz: Achieving a 75% open rate with upselling campaigns
ROLAND Rechtsschutz uses BSI CX for personalized upselling campaigns. The result? A 75% open rate, a 5–10% upselling rate and relevant communication at the right time, through the right channel.
HDI: Customer communication that connects with customers
HDI, a subsidiary of Talanx AG, relies on BSI CRM and BSI CX solutions to support its exclusive and direct sales operations, BRM, and customer journey management. Through channel-specific communication, HDI increased marketing opt-ins by 62% and achieved a newsletter sign-up rate of 17.6%.
Athora Italia: A scalable platform for insurance distribution
Athora Italia uses the BSI Customer Suite to streamline policy issuance across multiple distribution partners. The STARGATE front-end platform reduces manual effort, accelerates processes and creates a scalable foundation for future growth.
Stuttgarter: BRM for B2B insurance sales
Stuttgarter Lebensversicherung a.G. has selected BSI BRM to continue to enhance its sales partner support.
SWICA: Healthy customer relationships
SWICA, which has led the industry for years in customer satisfaction, chooses BSI when it comes to CRM, marketing automation and customer journey management.
“The many systems, interfaces, and teams involved created a high degree of complexity that was successfully mastered with the support of BSI’s solution and team. Customer inquiries and requests can now be handled more efficiently, and both our employees and our customers benefit equally.”
Take a deeper dive: AI, CRM, and digital sovereignty for insurers
Blog
Agent Relationship Management
How AI agents are changing the logic of customer relationships and what that means for insurers in practice.
Blog
Retirement savings account
What insurers need to do now to secure valuable competitive advantages over banks and brokers.
Blog
Data sovereignty in CRM as a competitive advantage
Why European platforms and regulatory-compliant AI adoption are becoming a key strategic differentiator for insurers.
Are you ready for the next generation of customer relationships?
Whether in customer service, sales, broker management, or with AI agents: Discover how the BSI Customer Suite helps insurers automate processes, support agents and brokers, and intelligently strengthen personal customer relationships.
Oliver Hechler
Community Manager Insurance
+49 89 189 170 912
oliver.hechler@bsi-software.com