Achmea: Building the Knowledge Foundation for a Digital Insurer

Achmea, a 200-year-old European insurance group, is consolidating six fragmented knowledge bases into a single AI-ready eGain platform as part of its company-wide “Elevation” transformation programme. Managing multiple brands, channels, and customer groups across Europe, the complexity of its knowledge landscape was blocking AI ambitions. The migration runs in three structured waves, building a future-proof taxonomy, achieving IT delivery autonomy, and laying the groundwork for Instant Answers, AI-powered authoring, and a unified Customer Agent Cockpit. The overarching goal is to unlock real enterprise AI value by 2030.