Case Study: CosmosDirekt (Generali Germany) achieves up to a 12-point NPS uplift and transforms its direct insurance service model with Medallia

How CosmosDirekt Shook Up The Insurance Industry to Create Impactful Experiences

CosmosDirekt, a leading direct insurer within the Generali group, needed to shift from a product‑centric “factory” model to a truly customer‑centric organization that delivers best‑in‑class service and operational excellence. With support from Medallia’s customer experience program and near‑continuous NPS assessment, they set out to analyze real customer interactions and redesign their sales and service approach to meet customers’ demand for value and transparency.

Leveraging Medallia’s insights, CosmosDirekt piloted a new operating model in 2017 that empowers agents with autonomy (“Selbststeuerung”) and a single‑owner “Kümmerer‑Prinzip” to resolve customer needs in one contact; the pilot’s continuous NPS measurement showed a potential uplift of 12 NPS points (roughly a 33% increase). CosmosDirekt began a phased rollout to about 500 employees over two years (starting in June), paired with upgraded technology and IT project management, to deliver measurable improvements in customer experience and competitive performance.

CosmosDirekt

Oliver Kleine

CosmosDirekt