Case Study: Allianz Health Sees 489% ROI With Elephants Don’t Forget

Allianz Partners Health provides global health, life, and disability insurance, plus a wide range of protection services. Supporting 770,000+ people worldwide, they deliver solutions to individuals, businesses, and organizations, helping them attract, retain, and protect their people.

The Challenge

Allianz Partners Health (Individual Business Team) underwent a comprehensive department restructure following a merger in 2022.​

Not only were Allianz Partners Health expanding their portfolio, but they also integrated a large number of new employees.

They also decided to reshape their own existing department and teams, so this transition brought about change for both new and existing employees in the form of new roles, responsibilities and tasks.​

The focus for Allianz Partners Health was to look at how they deliver ongoing training to gain and maintain competency across all teams, and Clever Nelly became the solution to achieving those knowledge retention goals.​

The senior management team were bought into Clever Nelly from day one, which led to consistently high engagement from employees.

The Solution

Working closely with the Elephants Don’t Forget team, they got the story right and effectively communicated the purpose and benefit of the Clever Nelly tool to their agents.

Allianz Partners Health drafted a communication plan in the four weeks leading up to the launch date, and this was key to getting their people on board.​

From a technical side, the implementation was extremely easy. No IT development was needed, so once Allianz Partners Health had the groups, categories and questions, they were ready to go.

For the initial 12 months, they wrote questions to address the obvious gaps for new starters, or new tasks and responsibilities for existing employees. They wanted to make sure that everybody got up to speed and wanted to see that competency improvement, but the true objective was to see the benefits outside of Nelly more than within Nelly.​

The ultimate goal was to see competency improvements translating into improvements for SLAs, sales, First Touch Resolution (FTR), and complaints.

Jodi Thoman, Head of Individual, SEM and Students – Health & Benefits, shares: “We wanted something intuitive and digital that could be embedded day-to-day, with evidence supporting knowledge retention, and not a classroom set-up where people forget 80% of the learning within a week.

That is why we chose Clever Nelly. And it’s been very successful on an engagement level for our team, first response solutions, turnaround times, and NPS for our customers, all flowing into tangible and real revenue benefits we’re really proud of.”

The Results

Over the course of the first year, Allianz Partners Health saw an increase of 22% in average competency. They then decided it was time to update their questions and give their people new challenges and learning opportunities.

“We have seen incredible growth using Clever Nelly,” said Nadine Rother, Business Performance Lead. “There was a 10% increase in our sales numbers in year one, and then from 2024 to 2025, there was a 26% sales growth.

“Our sales support queues, which are tied to SLAs, were at an all-time low after the department restructure and all the new tasks and responsibilities from the merger. We saw a 53% improvement in our Sales Support queues as a result of competency improvement.

“In addition, there was a 72% improvement in queries being answered at first touch, and audit scores increased by 10% in 2024 and a further 12.5% in 2025.”

These results translate into better customer and employee satisfaction. Allianz Partners Health can now resolve issues more quickly and independently, without needing to involve additional colleagues or escalate to management.

There has been a reduction in agent mistakes, with increased confidence in handling back-end system tasks.

Sales information shared with clients is accurate, the right techniques are being used, and call structures are improving. The closing of sales calls has also improved significantly, reinforced through Clever Nelly compliance topics around signatures.

Nadine added: “On top of the sales growth, all of that has also led to a reduction in complaints, and we have reduced the risk of falling into traps like data protection breaches that could be linked to large fines or misadvising clients.”

This blog post has been re-published by kind permission of Elephants Dont Forget – View the Original Article

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About Elephants Dont Forget

Elephants Don’t Forget is the home of Clever Nelly — a multi-award-winning, AI-powered continual assessment platform that helps organisations maintain consistent frontline performance, reduce risk, and improve operational KPIs.

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Author: Elephants Dont Forget
Reviewed by: Jo Robinson