08. July 2026
(CONNECT) BarmeniaGothaer, which was established through the 2024 merger of Barmenia based in Wuppertal and Gothaer from Cologne, will now use the artificial intelligence (AI)-powered Customer Suite from the software company BSI from Baden in the canton of Aargau. According to a statement, the solution will be integrated into the insurance group’s new customer and market platform. This will enable employees from various sales departments to centrally access data and services and work on the same modular technical platform.
Approximately 7,000 employees in sales, insurance broker support and back-office operations are expected to use the CRM/CX solution. Among other things, it is designed to support customer service, the development of existing customer portfolios and agency management. The project was launched in autumn 2025 and the first pilot groups have been gaining practical experience with the new solution since June.
“We didn’t want a simple replacement, but rather a further development,” said Sebastian Wertenbruch, Head of Sales and Customer Services at BarmeniaGothaer. With the BSI Customer Suite, the insurance group can also integrate its own in-house developments.
In the future, individual work steps are to be automated using AI agents. Plans include, for example, digital assistants that follow up on conversations for agents or review insurance terms and conditions when preparing quotes. “I envision the use of artificial intelligence throughout our platform,” said Christoph Moll, Head of Customer and Market Platform.
With approximately 8 million customers and 7,500 employees, BarmeniaGothaer ranks among the ten largest insurers in Germany. ce/as
