Journey Simplification and Business Resilience
Emphasis on digital across customer touch-points
eCCD
New business /
purchase
Digital sales journey - End-to-end
digital sales, from prospecting till
conversion, including customer
interactions
Chat PCV and eCCD - No
dependence on salesperson or call
center. ~48% digital pre-conversion
verification (through chat and
eCCD) in H1 FY22
Policy servicing
SVAR Digital Renewal collections
87% based on renewal premiums
and 96% based on no. of policies;
SVAR (voice bot for renewal calling)
and use of Cloud telephony in H1
Maturity payouts - Email,
WhatsApp and customer portal 'My
Account' enabled to upload
necessary docs
InstA
HOFC
Life
Customer
interactions
Seamless support experience -
~2.1 mn monthly queries handled
by instA (virtual assistant)
Employee/Partner
engagement
e-learning platform -7,000+
agents attending training programs
daily through Agency Life Platform
-
Use of mobile app Over 42%
increase in mobile app usage
Gamified contests - Launched to
drive adoption of digital
engagement initiatives
WORK
INSTAin sure
133
Telemedicals
-
57% of the
medicals done through tele-
medicals in H1 FY22
LifeEasy - Simple '3 click claim'
process, 94%¹ eligible claims
settled in 1 day. Claims initiation
process also enabled through
WhatsApp
Uninterrupted customer
assistance
-
Work from home
enabled across the organization;
Access to Microsoft Teams, Citrix
RPA -Robotic Process automation
handled ~300 processes remotely
Tnsta
Serv 2.0
-
InstaServe OTP based policy
servicing tool to handle customer
queries
Insta
PRL
Ägent on-boarding - Insta PRL
enabling digital on-boarding of
agents 40,000+ applications
logged in H1 FY22
HI!
24*7 self-service options
~95% of chats are self-serve via
chat-bot
Employee engagement - VC
based skill building sessions with
digital partners (Twitter, Google,
Facebook)
InstaInsure - Simplified insurance
buying through a 3-click journey
Contact centres - Branch staff
replacing call centre agents
Branches - Daily tracking of
employee and agent safety
Partner trainings - Conducted via
digital collaboration tools
New initiatives launched to manage volatile business environment due to the Covid-19 outbreak
1. Claim settlement ratio through LifeEasy (online) and WhatsApp platform, as on 30th September 2021
HDFC
LifeView entire presentation