80% weekly active adoption rate with a +45 NPS in first five months
200+ custom agents built by internal AI champions in just two weeks
400% increase in weekly usage of specialized agents like Co SI Health
< 20 seconds to find answers in thousands of complex policy documents
40% reduction in error rate when routing customer messages
SIGNAL IDUNA empowered its entire workforce to build custom AI agents using Gemini Enterprise to drive innovation at global scale.
SIGNAL IDUNA empowered its entire workforce to build custom AI agents using Gemini Enterprise to drive innovation at global scale.
Igniting AI transformation from the bottom up
SIGNAL IDUNA, one of Germany’s largest health insurance providers, has been a reliable partner for generations, working continuously to provide the services and support needed to create a better quality of life.
Today, fulfilling that promise means providing customers and employees with intuitive digital tools, instant access to information, and accurate responses on demand—and increasingly, the only way to meet these expectations at scale is through AI.
“The insurance industry is really challenging because the whole business model is under pressure,” explains Johannes Rath, COO at SIGNAL IDUNA, noting the biggest hurdle isn’t deploying the technology but balancing priorities. “You have to move fast, especially when it comes to AI, and on the other side, we have to have proper governance in place.”
Like many insurance organizations, SIGNAL IDUNA was facing significant operational bottlenecks due to rising inquiry volume, a shortage of skilled talent, and the ongoing loss of valuable institutional knowledge to retirement. At the same time, operating in the highly regulated European insurance market requires SIGNAL IDUNA to navigate stringent data sovereignty laws and strict regulations like the Digital Operational Resilience Act and the EU Artificial Intelligence Act—all without stifling new innovation.
The emergence of agentic AI presented an incredible opportunity to fundamentally reshape the entire industry while also modernizing the way its business operated. However, with roughly 30% of its workforce projected to retire over the coming decade and daily workloads growing steadily, SIGNAL IDUNA recognized it didn’t have years to follow the standard IT playbook, rolling out pilots department by department.
“You cannot start an AI revolution from the boardroom,” Rath says. “You have to create a movement and bring this technology out to every workplace.”
You cannot start an AI revolution from the boardroom. You have to create a movement and bring this technology out to every workplace. Google Cloud is our transformation partner, and that gives me a good feeling, especially in these times when things are changing so fast.
Johannes Rath
COO, SIGNAL IDUNA
Scaling an agentic AI framework in a
highly regulated industry
Partnering with Google Cloud, SIGNAL IDUNA executed a company-wide deployment of the Gemini Enterprise app—known internally as Co SI—to all of its employees and sales partners.
“We went from the initial idea, Gemini Enterprise for 10,000 people, to a rollout in just six months,” Rath recalls. “The adoption we never expected. 80% of our workforce are weekly active users with a Net Promoter Score (NPS) 45+. It’s phenomenal.”
Gemini Enterprise acts as a secure “front door,” giving teams a single hub to orchestrate agents and a ready-to-use digital taskforce to start driving outcomes. Teams can access Google-made agents like Gemini Notebook Enterprise and Deep Research alongside specialized SIGNAL IDUNA agents, and even build their own custom no-code agents for their specific job functions using natural language. In addition, Gemini Enterprise’s centralized, enterprise-grade security and governance features ensure SIGNAL IDUNA can scale AI with confidence while meeting the latest regulatory requirements.
“The agentic world, it’s new to everyone,” Rath notes. “Security and safety it’s very important for Google, and it’s a big part of Gemini Enterprise. This gives me the conviction and the freedom that we can act also on the security side as a team.”
This horizontal innovation approach replaces top-down planning with a simple philosophy: “First use, then case, then value.” Instead of spending months identifying use cases, this strategy taps into the collective intelligence of the entire organization to find the most meaningful and valuable AI applications through their own daily tasks. This momentum is further fueled by AI champions across SIGNAL IDUNA who help translate potential into concrete value for others, uncovering relevant use cases in the field and showcasing how to effectively integrate AI into their personal workflows.
“Thanks to over 100 AI champions, this ignited a true bottom-up movement. They created more than 200 agents with the Agent Builder in two weeks,” Rath reflects. “Trust your own workforce. Stop doing use case workshops with consultants—empower your organization.”
We went from the initial idea, Gemini Enterprise for 10,000 people, to a rollout in just six months. The adoption we never expected. 80% of our workforce are weekly active users with a Net Promoter Score (NPS) 45+. It’s phenomenal.
Johannes Rath
COO, SIGNAL IDUNA
Building a new way to work, powered by AI agents
The new Co SI platform has become a powerful engine for continuous improvement, fostering a culture where people aren’t just adapting to AI—they’re actively shaping its use.
With the introduction of the Gemini Enterprise app, SIGNAL IDUNA is moving beyond standard virtual assistants to agentic capabilities that directly boost operational efficiency. The real breakthrough is that employees can now easily integrate custom agents into their daily workflows to address their biggest pain points.
For instance, the app team built an intelligent routing agent that automatically analyzes and forwards incoming customer messages to the correct department, reducing the process error rate by 40%. Another notable example is a new language agent, which lowers the barrier for new hires to learn SIGNAL IDUNA’s specialized insurance vocabulary. Employees can simply upload internal content and chat with the agent to decipher difficult terminology—and even request alternative phrasing they can use in their everyday tasks.
Additionally, the rollout of Gemini Enterprise has increased the impact of its internal knowledge agent, Co SI Health. Built in collaboration with Google Cloud, BCG, and Deloitte, the agent takes more than 100 years of complex policy—comprising thousands of internal documents for over 600 different tariffs—and makes it instantly accessible.
“We’re using Document AI to extract and structure the data, Gemini Enterprise Agent Platform to orchestrate all the data, and we’re leveraging Gemini models to reason across the entire knowledge base,” Rath explains. “It helps every employee find the exact right information in under 20 seconds.”
We’re using Document AI to extract and structure the data, Gemini Enterprise Agent Platform to orchestrate all the data, and we’re leveraging Gemini models to reason across the entire knowledge base. It helps every employee find the exact right information in under 20 seconds.
Johannes Rath
COO, SIGNAL IDUNA
With Co SI Health now available through a centralized platform, the number of weekly users has skyrocketed by 400%, transforming a century of internal knowledge and expertise into a shared asset that can be used by every employee and sales agent—and laying the foundation for even broader AI transformation. The next wave, according to Rath, will be bringing agents like Co SI Health directly to its customers using Gemini Enterprise for Customer Experience and Agent Platform, providing self-service features that help resolve queries faster while freeing human agents to focus on the critical moments where they are needed most.
“There is no inside SIGNAL IDUNA and outside now. Co SI and Gemini Enterprise, it brings us all much closer together,” Rath says.
SIGNAL IDUNA Group is one of Germany's leading insurance and financial services providers, offering a wide range of tailored solutions across insurance, banking, and investments. With an excellent reputation as a strong and reliable partner for more than 110 years, SIGNAL IDUNA serves millions of clients across Europe today, helping them create a better quality of life.
Industry: Insurance
Location: Germany
Products: Gemini Enterprise app, Gemini Enterprise Agent Platform, Document AI
