In this episode, we talked to Dipu KV, the President and Head of Operations, Communities & Customer Service at Bajaj Allianz General Insurance which has won a number of awards for its digitization activities and its mobile app has over a million downloads. However, like all insurers around the globe, Bajaj Allianz has experienced a drop in business after the outbreak of Covid-19.
Dipu explains what measures Bajaj Allianz took in response to Covid. The insurer has adopted technologies including QR code scanners, WhatsApp messaging and Google Alexa in order to digitize any process along the insurance value chain.
While open to new technologies, Dipu stresses that one should never forget the real reason for the adoption of any technology is to improve customer service. For example, Bajaj Allianz has leveraged blockchain technology to automate parts of the travel insurance claims process so customers are not required to submit paperwork when a flight is canceled or delayed. Dipu believes strongly in making, “the entire customer experience frictionless.”
While being an innovator in the insurance industry in India, Bajaj Allianz has not chosen to develop an innovation lab like many other incumbents. Dipu explains how the insurer injects innovation into its regular operations and how he and his team are analyzing customer needs and requirements using the Six Sigma methodology.
Want to hear more from Dipu KV? Watch our panel discussion around digital transformation in India here.