Project Head: Hiren Shah, AVP-Technology
The Problem: When in emergency, the first thing a person needs is help. Filing an insurance claim comes later. Suppose if (God forbid) your car has an accident, then you'd like to know the address of the nearest garage to take it to. ICICI Lombard had a call center to serve customers in emergency situations where they needed to know the nearest cashless hospital or garage. The insurance company also has an online portal where it provides all this information. However, retrieving information from both these channels is time consuming.
The Solution: Keeping the customer's need in mind, ICICI Lombard has created the "Insure" customer mobile application, which lets customers do the following:
1, Locate nearest cashless hospitals, garages & branches, 2. Claim status, 3. Health Card, 4. Policy renewals, 5. Purchase of policies On The Go (International Travel), 6. Share Feedback, 7. My Policy (Policy Docket)
The Result: More than 8000+ customers have done more than 33,000 transactions since Jan 1st this year. It has reduced the turnaround time and call center activity due to quick retrieval of information. Multiple smartphone platforms are supported, and customers now want inclusion of health insurance in the app as well.