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The Digital Insurer Award - Bajaj Allianz General (Digi Sampark)



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The Digital Insurer Award - Bajaj Allianz General (Digi Sampark)

  1. 1. Digi-Sampark Bajaj Allianz General Insurance
  2. 2. About Bajaj Allianz General Insurance Co. (BAGIC) Bajaj Allianz General Insurance is a joint venture between Bajaj Finserv and Allianz SE, the world’s leading insurer. Bajaj Allianz is ranked #8 amongst the global top 100 digital insurers. Industry First Initiatives: • Blockchain driven claim settlement (Trip delay) • IOT – Connected School & Telematics (Connected Cars) Industry Leaders: • Lowest Grievances • Highest NPS Recent Recognition • EFMA-Accenture Awards 2020 • Global Celent Awards for the 3rd year in a row • Insurance Asia Awards 2020 • CX Asia Excellence Awards 2020 • IDC Digital Transformation Awards 2020 • The Economic Times 3rd BFSI Innovation Tribe Awards 2020 • IDC Industry Insights Model Insurer Awards 2020 • IDC FIIA 2020 Innovation Awards (IDCFIIA) 2020
  3. 3. Omni / Multi Channel Experience @ Bajaj Allianz We’ve leveraged new age technologies and enabled industry first digital solutions, always keeping the “customer at the core”. As call centers were shut due to the lockdown, “BAGICARE” helped in integrating (overnight) with WhatsApp, our AI enabled BOT and outbound platforms enabling digital & alternate servicing channels. Reduced dependency on call center & ramp-up in digital servicing to 80% Omni / Multi Channel Experience Customer Facing Process Enablers Technology Enablers Communication Modes Internal platforms External platforms Maximus – Core platform I.C.U. I Care for You Propensity to Escalate BAGICARE - CRMNext A.C.P.T. Boing – Chatbot Solution Social Media Platforms Voice Assistance Tool E-mail Automation
  4. 4. AI Powered Bot - WhatsApp & ChatBot We enabled digital services (sales, renewals, claims & overall servicing) on mobile phones with an AI driven chatbot. Use of Digital & Alternate Servicing “BOING” + WhatsApp - AI driven Chatbot • 23+ services • Serves in multiple languages • Seamless transfer in case of exceptional queries • Voice based servicing on Alexa & Google Assistance ⮚ Digital Servicing @ 80% ⮚ IDC Industry Insights Innovation Awards (IDCIIA) 2020 AI Driven Chatbot
  5. 5. Caringly Yours App – One Stop Shop End to end customer journey on the mobile app. Caringly Yours App – A mobile app that covers customer journeys and keeps them engaged with a variety of services as per their needs. • Buying insurance • Policy renewal alerts to claim intimations • Motor on the spot claims • Blockchain enabled claim processing • Health claims • Wellness tracking • Contact tracing • Doctor on chat • Covid-19 self-assessment
  6. 6. FarMitra - Integrated End to End Experience FarMitra is the future of agriculture. To give more power to our farmers, we came up with a unique app – the insurance industry’s first mobile app for crop insurance. This is really an all rounder app. Keeping an eye on farmers’ requirements, we have given powerful features in this app. Farmers can take benefits of weather forecast service, crop advisories, crop diagnostics, information on market prices, farming related news and updates, expert advice and much more. Accolades ⮚ Global Efma-Accenture Innovation in Insurance Awards 2020
  7. 7. Exclusive Services: Motor OTS – Photogrammetry Motor claims on the spot! Motor OTS or Motor On-The-Spot is one such advanced feature of car insurance that has simplified the process of filing and settling car insurance claims to a large extent for our customers. It is basically a mobile-based service through which a customer can instantly register his/her car insurance claim from the accident spot, click snaps & submit them. With AI and ML, we can quickly analyze the condition of the vehicle and process the claim. Claims get settled within minutes.
  8. 8. Understanding Customers’ Stated & Unstated Needs Figure out customers’ stated needs as well as their latent (unstated) needs Stated Needs Unstated Needs Insurance Claims Renewals Customer Support Safety/Security DriveSmart Social Trackback Connected School Doctor on Chat Self Assessment Community
  9. 9. Unstated Needs - Doctor on Chat / Call Bajaj Allianz GIC launched a chatbot & call service for customers to consult with doctors & get treatment without visiting clinics/hospitals. This service is available for our customers in 10 regional languages • Contactless care • Identifies risk based on inputs • Suggests pre-cautionary measures Covid-19 related questions are also answered by BAGIC's AI enabled bot. It’s live on Google Home & Alexa.. Virtual Doctor
  10. 10. Unstated Needs - Social TrackBack In view of the recent COVID19 outbreak, closely monitoring who you come in contact with, can help you get access to rapid care and treatment, in case any of these people are found to be infected. Going beyond customer expectations and understanding customer needs. Social Trackback will speed up the backtracking process and can help in prevention by quick detection of the virus carrier and help in curtailing the spread of the virus. This increases awareness & reduces risk! Contact Tracing