Table of Contents
Overview
Insillion transforms the digital buying experience for a leading tier-1 health insurance carrier in India, delivering a seamless omni-channel journey that enhances customer satisfaction and operational efficiency.
About the Client:
The client is a top-tier health insurance provider, part of a major Indian conglomerate. They offer unique plans for chronic care, COVID-19, and critical illnesses, supported by a network of over 10,000 hospitals and 5,000+ locations across India.
Goals:
- Create a seamless omni-channel experience for quotation and policy payment, ensuring that the policy details are pushed to core system for policy generation.
- Develop a unified experience for buy-journey across various channels, such bancassurance and B2C, enhancing customer experience and engagement.
- Reduce cart abandonment by generating drop off URLs for customers who drop off during the purchase process and sharing them with the communication team to re-engage the customers via email or SMS to continue from where they left off.
Key Results
- Implemented new business flow with quote, proposal, and payment journey for bancassurance and B2C customers.
- Enabled policy generation from core system for standard cases with straight-through processing and proposal number and referral triggers to underwriters for non-straight-through cases.
- Facilitated policy renewals of certain products and the portability of customer’s existing health insurance policies to the insurer’s products.
- KYC verification using DigiLocker, ensuring quicker processes.
- Incorporated wellness discounts based on assessments from the insurer’s wellness partners within the payment journey.
- Payment integration with Juspay for faster transactions.
Products
Products implemented through Insillion:
- Individual health
- Group health
- Criticare products
- Senior plans
- Top up plans
- Group Global Health insurance
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