Reimagining Growth with Resilience
Emphasis on digital across customer touch-points
New business /
purchase
Digital sales journey - End-to-end
digital sales, from prospecting till
conversion, including customer
interactions
SVAR
Policy servicing
SVAR Digital Renewal collections
87% based on renewal premiums
and 96% based on no. of policies in
FY22; SVAR (voice bot for renewal
calling) and use of Cloud telephony
eCCD
Chat PCV¹ and eCCD1 - No
dependence on salesperson or call
center. 50% digital pre-conversion
verification (through chat and
eCCD) in FY22
48% of the
Telemedicals
medicals done through tele-
medicals in FY22
Maturity payouts - Email,
WhatsApp and customer portal 'My
Account' enabled to upload
necessary docs
-
LifeEasy Simple '3 click claim'
process, 93%² eligible claims
settled in 1 day. Claims initiation
process also enabled through
WhatsApp
InstA
HOFC
Life
Insta
Serv2.0
Customer
interactions
Employee/Partner
engagement
Seamless support experience -
~30 mn queries handled by instA
(virtual assistant) during FY22
e-learning platform -6,600+
agents attending training programs
daily through Agency Life Platform
-
Use of mobile app 15% increase
in mobile app usage
Gamified contests - Launched to
drive adoption of digital
engagement initiatives
Insta
-
InstaServe OTP based policy
servicing tool to handle customer
queries
PRL
Agent on-boarding - Insta PRL
enabling digital on-boarding of
agents 91,000+ applications
logged in FY22
WORK
Uninterrupted customer
assistance Work from home
enabled across the organization;
Access to Microsoft Teams, Citrix
RPA -Robotic Process automation
handled 330+ processes remotely
HI!
24*7 self-service options - 95%
of chats are self-serve via chat-bot
Employee engagement - Video
conference based skill building
sessions with digital partners
(Twitter, Google, Facebook)
INSTAin sure
32
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. PCV: Pre-conversion verification; eCCD: Electronic Customer Consent Document
2. Claim settlement ratio through LifeEasy (online) and WhatsApp platform, as on 31st March 2022
HDFC
LifeView entire presentation