Gold for customer experience: R+V wins the Innovationspreis der Assekuranz 2026/27 with Emmie and technology partner LoyJoy
Gold at the Innovationspreis der Assekuranz 2026/27
The insurance industry has honored its innovations of the year, and Emmie is right at the front: for R+V’s AI agent, R+V Allgemeine Versicherung AG and LoyJoy received Gold in the “Customer Experience” category. The award is presented by MORGEN & MORGEN and Versicherungsmagazin and was handed out on November 12, 2026 in Frankfurt am Main. Of 55 submitted innovations, 24 were honored, and Gold in this category went to three projects.
The award measures innovations by their benefit. An independent expert jury from the insurance industry assessed how new, relevant and useful a project is, in the “Customer Experience” category with a focus on the concrete added value for customers.
Emmie runs on the LoyJoy Platform, the platform for Agentic Customer Service and Sales.
One conversation instead of many points of contact
Anyone looking for help at R+V does not need to know which line of business or department is responsible. On ruv.de, the conversation starts with Emmie, whether it is about a claim, a contract or the R+V app. For water damage, for example, Emmie immediately explains what to do and guides customers to the right claim report. If personal advice is needed, R+V advisors take over in the same conversation, without customers having to repeat anything.
The value for R+V
- Emmie now handles more than 35,000 conversations per month, compared to around 2,000 at launch. This growth was achieved within eight months.
- About every second conversation takes place when the classic service is not available.
- Emmie resolves many routine requests herself before they reach service or field sales. Teams gain time for conversations where personal advice makes the difference.
- New requirements go live within a few weeks. This way, Emmie grows with the needs of customers.
Voice from R+V
“This clearly sets us apart from the competition and differentiates us positively as a brand. With Emmie, we want to achieve greater customer proximity, higher quality and clear differentiation in the market. At the same time, we relieve field sales and service units.”
Jens Hasselbächer, Board Member Customers and Sales, R+V Versicherung
Why Emmie won over the jury
In its assessment, the jury highlights the benefit Emmie creates for customers:
“We are convinced by how LoyJoy and R+V Versicherung combine orientation, service and purchase in a single dialogue with Emmie. The AI dialogue platform offers customers fast, suitable support around the clock and seamlessly connects different service and sales worlds. With this award, we recognize a solution that noticeably simplifies complex insurance processes and makes it easier to find the right offer: direct, understandable and close to the customer’s concern.”
Excerpt from the jury assessment of the Innovationspreis der Assekuranz
Voice from LoyJoy
“Customers increasingly delegate to their own AI assistants, yet still want a human for the moments that matter. Insurers therefore need both. Emmie shows how: instant solutions around the clock and more time for the conversations that build trust.”
Ulf Loetschert, CEO LoyJoy
A strong year for R+V
For Emmie, this is already the second major award this year: in June, it received the “Best of Best” rating at the German Brand Award 2026 as the best AI project of the year, and Gold in the “Brand Digitalization” category. At the Innovationspreis der Assekuranz 2026/27, R+V was also honored a second time, with Silver in the “Customer Experience” category for the disability insurance (BU) follow-up cover without an absolute upper limit from R+V Lebensversicherung. Congratulations!
What this means for insurers
A good customer experience and efficient service are not mutually exclusive. When a request is resolved immediately and completely, it is the best contact for customers and the cheapest for the insurer. With awards from both the brand world and the insurance industry, Emmie is this year’s proof.
Next step
In 30 minutes, we will show which customer requests your AI agents can resolve, with concrete examples from the insurance industry. One week later, your prototype is ready.
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