R+V Insurance: AI Assistant Emmie in Action

Goals: Delivering closeness in the digital channel

R+V is one of Germany’s largest insurers. Its brand promise “You are not alone” should also hold where customers look first today: digital, instant and at any time of day. At the same time, inquiry volume is growing faster than service and sales teams can scale.

R+V therefore wanted two things: answers in seconds for everyone, and more time for personal advice where it matters.

Results: More closeness, less workload, additional sales

More than 35,000 dialogues per month and rising. Around 50 % of them outside service hours.

With AI assistant Emmie on the LoyJoy Platform, R+V is available around the clock, across all lines of business. Behind Emmie, a network of AI agents connects knowledge from across R+V. Customers have a single conversation and get a consistent answer, whatever the topic.

For customers

• An instant, understandable answer, even at night and on weekends
• Requests such as ordering the digital insurance card or calculating the pension gap handled directly in the chat
• Personal advice in the same chat without repeating themselves: since October 2026 via live chat with R+V’s advisors

For R+V

• Relief for service and sales teams on routine inquiries and processes that used to be manual
• More time for advice that builds trust and decides sales
• Additional leads, including prospects who prefer typing to calling
• Clear differentiation in the market, recognized with the German Brand Award 2026

Voice from R+V

This clearly sets us apart from the competition and positively differentiates us as a brand. With Emmie, we aim for greater customer proximity, higher quality and clear differentiation in the market. At the same time, we provide relief for our sales force and service teams.

Jens Hasselbächer, Member of the Board, Customers and Sales, R+V Versicherung

Try it live now!

R+V Versicherung ruv.de

Die R+V Versicherung ist einer der größten Versicherer Deutschlands und gehört zur Genossenschaftlichen FinanzGruppe Volksbanken Raiffeisenbanken.

Case Video

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