EP 79 – Dipu KV – Bajaj Allianz General Insurance – The World Is About “Learn It All”


Michael Waitze worked in Global Finance for more than 20 years, employed by firms like Citigroup, Morgan Stanley and Goldman Sachs, primarily in Tokyo.  Michael lived and worked in Tokyo from February 1990 until December 2011.  Michael always maintained a particular focus on how technology could be used to make businesses more efficient and to drive P/L growth. Michael is a leader in the digital media space, building one of the biggest and fastest-growing podcast listener bases in the region.  His AsiaTechPodcast.com show has listeners in more than 170 countries and his company, Michael Waitze Media produces some of Asia’s most popular podcasts.

Dipu KV

Mr KV Dipu is President and Head of Operations & Customer Service at Bajaj Allianz General Insurance. A management graduate from the Indian Institute of Management, Lucknow, he spearheads the digital transformation drive at Bajaj Allianz, leveraging start-ups from fintech/insure tech globally, while leading a team of ~ 1000 people in nearly 200 locations. He joined Bajaj Allianz in 2016 after a stellar career of nearly 20 years with GE Capital.

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.

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