AustriaFinance and insurance2026 – ongoing

UNIQA

AI recommendations in insurance advisors' CRM

Pega attributed 4.7% of UNIQA's new and additional retail premium to AI recommendation interactions

WorkingVendor case studyVendor ↗

Problem

Disconnected systems made it difficult for UNIQA to coordinate customer interactions. Advisors lacked a unified view of customer context.

Approach

UNIQA integrated Pega Customer Decision Hub into its advisor CRM. It combined customer information with real-time context to prioritise recommended actions. Rollout proceeded through advisor pilots and feedback.

Results

4.7%share of new and additional retail premium generated through next-best-action interactions, according to PegaVendor case study[1]

88%acceptance rate for recommended next best actions, according to PegaVendor case study[1]

Takeaway

Recommendations reached advisors inside their existing CRM. The premium figure measured business associated with those interactions, without establishing incremental revenue.

Sources

UNIQA serves 1:1, personalized experiences to millions of customers
Pega2026Vendor publication

Source summaries

[1]Pega2026

Pega described UNIQA's deployment of AI recommendations within its advisor CRM. It reported 88% acceptance and attributed 4.7% of new and additional retail premium to recommendation interactions.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026