Generali deploys Whatfix across AGORA in 27 countries

Generali Global Corporate & Commercial has deployed Whatfix across its AGORA underwriting platform in 27 countries.

The deployment is the first use of Whatfix within Generali GC&C and extends a relationship that began with an initial rollout in Portugal in 2021, before expanding to Italy, Switzerland and the UK across the wider Generali group.

AGORA is the insurer's global underwriting platform, serving as a single entry point for several core processes. It brings together risk engineering, pricing, policy administration and claims-related workflows under a standardised operating model used across Europe, the UK, Asia and North America.

As AGORA expanded across markets, Generali GC&C faced challenges around user adoption, process consistency, data quality and operational integrity in a regulated insurance environment. Many support requests came from users needing help with complex workflows rather than software faults.

Whatfix is being used to provide in-app guidance within those workflows, alongside analytics to identify where users encounter difficulty. Its tools are intended to deliver contextual support during day-to-day work on the platform.

Underwriting focus

The initiative is intended to reduce reliance on IT support, improve underwriter readiness, help staff adapt to platform updates and create a more consistent user experience across countries. The rollout is being introduced gradually in the markets where AGORA is already in use.

Generali GC&C writes business for medium-large companies in more than 180 countries. Total earned premiums reached €3.1 billion in 2025, and the business provides cover across property, casualty, specialty lines and alternative risk transfer.

The move also reflects a wider trend in financial services and insurance, as companies try to improve returns on software spending by addressing how employees use systems after implementation. In heavily regulated sectors, process compliance and consistent data entry can be as important as the technology itself.

Richardson Matthew outlined how the platform supports that effort.

"AGORA is central to how we serve our global corporate clients," said Richardson Matthew, Global Head of Operations, Generali Global Corporate & Commercial.

"Success starts with deploying technology but is realized by ensuring users can confidently follow the right process, every time. For us, Whatfix is less a training add-on and more an adoption control. It helps us reduce avoidable support demand, reinforce the right path, and deliver a more consistent experience across countries," said Matthew.

Wider rollout

For Whatfix, the agreement adds to its presence in insurance and other regulated industries, where companies often seek tools that guide users inside business applications rather than relying only on classroom training or helpdesk support. Whatfix says it serves more than 650 enterprises globally, including more than 80 Fortune 500 companies.

The AGORA deployment includes analytics as well as on-screen guidance, giving Generali GC&C a way to monitor where staff encounter friction in underwriting processes. The approach is intended to help the insurer refine workflows while maintaining consistency across multiple national markets.

Khadim Batti said the project addresses a common problem for large insurers.

"Enterprise insurers operate in highly regulated, complex environments where every workflow matters," said Khadim Batti, Co-Founder and Chief Executive Officer, Whatfix.

"By combining AI agents and contextual guidance with analytics within AGORA, Generali GC&C is transforming how underwriting teams interact with technology, making adoption and outcomes continuous, intelligent and measurable," said Batti.

As AGORA continues to develop, Generali GC&C is shifting its focus from deployment to user proficiency, service stability and trust in data across global underwriting operations.