Investor Presentaiton
Emphasis on digital across customer touch-points
New business /
purchase
Digital sales journey - End-to-
end digital sales, from prospecting
till conversion
SVAR
Policy servicing
-
Digital Renewal collections
87% based on renewal premiums
and 97% based on NOP
eCCD
Chat PCV1 and AVF¹ - 55% digital
pre-conversion verification
Maturity payouts - Email,
WhatsApp and customer portal
'My Account' enabled to upload
necessary docs
Customer
interactions
TnstA
Seamless support experience
~9.3 mn queries handled by instA
(virtual assistant)
-
HOPE
Life
Mobile app
-
Significant increase
in mobile app usage. 1.1 mn total
users
Employee / Partner
engagement
Physical training - 3,500+
distributors attending training
programs daily
Gamified contests - Launched to
drive adoption of digital
engagement initiatives
Telemedicals - 35% of the
medicals done through tele-
medicals
LifeEasy - 100%² eligible claims
settled in 1 day; Claims initiation
process also enabled through
WhatsApp
Insta
Serv 2.0
InstaServe - OTP based policy
servicing tool to handle customer
queries
Insta
PRL
Agent on-boarding - Insta PRL
enabling digital on-boarding of
agents. ~24K applications logged
HI!
WORK
Uninterrupted customer
assistance
-
Work from home
enabled across the organization;
Access to Microsoft Teams, Citrix
RPA -Robotic Process automation
handled 330+ processes remotely
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)
INSTAinsure
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
23
1. PCV: Pre-conversion verification; AVF: Application Verification Form
2. Claim settlement ratio through LifeEasy (online) and WhatsApp platform, as on 30 June 2022
Quality of
Profitable
distribution
Diversified
leading
Market-
Reimagining
Board and
growth
mix
insurance
innovation
managemen
HDFC
LifeView entire presentation