Executive Summary
A leading Indian life insurer partnered with ITC Infotech to drive innovation lead digital transformation leading to improve sales by way of enhanced agent readiness, reduced operational bottlenecks, and significantly improved customer experience. All applications were deployed on the customer’s AWS environment
Business Challenge
- Ecosystem Integration: Need for faster access to public digital infrastructure and seamless integration with Ayushman Bharat Digital Mission (ABDM) for ABHA ID generation.
- Sales Training Gaps: Lacked scalable, interactive tools to upskill a distributed salesforce, leading to inconsistent messaging.
- Manual Onboarding Processes: In-person data collection and financial analysis were slow, error prone, and not scalable.
- Underwriting Delays: Physical medical tests caused drop-offs and slow policy issuance, especially in remote regions.
Business Challenge
- Ecosystem Integration: Need for faster access to public digital infrastructure and seamless integration with Ayushman Bharat Digital Mission (ABDM) for ABHA ID generation.
- Sales Training Gaps: Lacked scalable, interactive tools to upskill a distributed salesforce, leading to inconsistent messaging.
- Manual Onboarding Processes: In-person data collection and financial analysis were slow, error prone, and not scalable.
- Underwriting Delays: Physical medical tests caused drop-offs and slow policy issuance, especially in remote regions.
Our Solution
Adopted a POC-driven innovation approach that:
- Delivered a secure identity verification platform leveraging government APIs — built and deployed in just 3 weeks, far ahead of industry norms.
- Enhanced sales enablement through a personalized, AI-powered training model that simulated realworld scenarios and customer interactions, significantly boosting sales readiness and engagement.
- Reimagined customer onboarding by integrating real-time, consent-driven financial data, improving both the speed and accuracy of customer profiling.
Key Results and Benefits
- Speed to Market: ABHA platform launched in record time with zero defects, positioning the insurer as a digital health pioneer.
- 3X Sales Readiness: AI training POC significantly improved agent preparedness and engagement.
- 40% Faster Underwriting: Digital health assessments slashed turnaround times and expanded access in rural areas.
- Enhanced Operational Efficiency: Automated financial profiling reduced manual workload and improved accuracy.
About ITC Infotech
ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. ITC Infotech is a wholly owned subsidiary of ITC Ltd., a 100-plus-year-old diversified conglomerate with businesses spanning Hotels, Consumer Goods, Paperboards & Packaging, Agri Business, and Information Technology. ITC Ltd. has been in the hospitality business for over 4 decades. It has over 100 properties across 70+ destinations. The hospitality practice at ITC Infotech is 800+ people strong and most have experience in the hospitality domain leading to a high-quality IT service experience for its hospitality customers.
