Digital Transformation of ICICI Lombard to Redefine Customer Experience with the Use of AI, Chatbot and Mobility

In this digital era, every company is focused on delivering customer-centric products. At ICICI Lombard, Girish Nayak, Chief of Customer Service, Operations and Technology have been the man behind this reality. ICICI Lombard is the largest private-sector non-life insurer in India offering a wide range of insurance products with the focus on continuous process improvement. The digital strategy is driven by the needs to serve the customer more efficiently and in the shortest possible time.

ICICI Lombard has been ahead of the industry in the amount of enablement done for its channel partners. With the use of automation today, more than 90 per cent of policies are processed and issued through digital tools, and all underwriting approval happens online. Artificial intelligence (AI) is used to provide instant health insurance claim approval. Even chatbots are being leveraged for tasks which are repetitive and responding to customer queries. Launched in December 2016, chatbot ‘MyRA’ has already served over 60,000 customers, and even sold 850 policies without any human intervention. MyRA also helps customers to either buy or renew two wheeler insurance online. In the recent past, ICICI Lombard also introduced India’s first real-time claims approval for motor insurance claims using live video inspection called 'InstaSpect.'

A significant amount of automation has been done by ICICI Lombard with the focus to provide its urban customers with a digital experience and to provide convenience and to solve the inherent infrastructure limitations for the rural market.