Digitalisation is integral to our strategy, given the evolving customer preferences for automation and innovative solutions. We are emerging as a truly digital organization by incorporating the best-in-class technologies, such as artificial intelligence (AI), machine learning, and data analytics, in order to enhance customer satisfaction.
FY22 began with the pandemic-induced lockdown, and the work-from-home (WFH) culture becoming the new normal. We were not only fully equipped to support the circumstances, but we also ensured the upgradation of our technology infrastructure, systems, and business applications.
Some of the improvements implemented during the year under review are:
Through our website, customers can directly buy our different insurance policies. This portal has eliminated the need to meet an insurance agent or distributor in person and requires less paperwork, leading to higher efficiency.
Our virtual process offers a simple and intuitive onboarding experience to our customers that takes less than 10 minutes to complete. The system consists of online document submission, payment, and verification. We have also outlined a detailed E-Policy and a dashboard for monitoring the process.
The onboarding process is supported by
Through our website and mobile applications, we provided self-service options through conversational chatbots and intuitive IVR using a propensity model. Our self-service portal is device agnostic and simple to use. We also offered our customers the option to communicate with our experts through WhatsApp, which we also use to send reminders, offers and updates to them.
We have integrated with DIGILOCKER platform, which is a one-stop solution to safeguard and track policy documents. Our customers can link their Aadhaar card and mobile numbers to their DIGILOCKER to get instantaneous access to their policy documents, anywhere, at any time.
We launched “Smart Care”, a progressive web application for end-to-end customer journey, with strong focus on enhancing transparency & customer engagement. This application has self-service options to fund switch, loan quotes, withdrawals and many more.