Bajaj Allianz General Insurance - Insurer Transformation Award 2023

1. 1
Digi Sampark - Case Study
Problem Statement
Our 'Digital Customer Engagement' program, driven by cutting-edge technologies, has played a pivotal role in ensuring seamless and
satisfactory service for each of our valued customers. Through this program, we have introduced Digi-Sampark—a 100% digital,
omnichannel, and contactless experience that has revolutionised the way we engage with our customers.
Comprising the Caringly Yours app, BOING (AI chatbot on WhatsApp), BAGICARE (CRM), and a 24/7 digital communication platform,
our program offers a comprehensive range of digital solutions. These tools serve as a one-stop solution, enabling us to provide best-
in-class service to our customers.
What we Did
As they say, "when the going gets tough, the tough get going"! This statement holds very accurate for the BAGIC team, who did not
just survive but thrived during the Pandemic.
The program comprises of caringly yours app (one- stop-solution), BOING (AI chatbot on WhatsApp), BAGICARE (CRM), 24*7 digital
communication platform.
• Caringly Yours app – One-stop shop for our customer enablement of Digital servicing capabilities across the customer journey, i.e.
sales, policy management, renewals, claims, etc.
• Taking care of the unstated needs of customers:
• Doctor on Chat – Customers can avail of virtual health consultation with empanelled doctors on our "Caringly Yours" mobile
applications across all specialities.

2. Video Communication
Locate Branch/Hospital
Watch Video
Self Help
Watch Video
Register Claims
Watch Video
Digital Care
Watch Video

3. Bajaj Allianz General Insurance Co. ltd. provides easy access to “self-service” to all its customers through its company website. Our multilingual
(8 languages) website allows users to carry personalized experience to our customers. Quick links for our chatbot ‘BOING’ and connect to our
call center team in case of further support. The customer can also sign in with a single sign on from Google or Facebook.
Multilingual Experience | Company Website

4. 4
The mobile app is one of the most important digital assets for our customers. Long before Covid-19, we started our journey. We provide 32+
services to our customers using the ‘Caringly Yours’ app.
 Launching new products and services faster
 Empowering customers with one click features
 Managing 1M+ downloads with reduced latency ratio
BAGIC Mobile App – Caringly Yours

5. 5
• Booked 26.48 million policies, serviced 3.5 million customer footprints during FY 22-23 where 80%
servicing & 95% policy issuance is done digitally.
• Lowest Grievance in the industry i.e. at 0.95 per 10K policies as compared to other GI players
• Leaders in Net Promoter Score (NPS) @70 score in General Insurance for both major line of
business i.e. Health & Motor (as per 3rd party research) as compared to other GI players and
market is @48
• 100% IRDAI cases closed in 0-1 days against the IRDA TAT of 15 days for the month of April’23(BTD
best) while IRDAI gave relaxation up to 21 days (but it wasn’t required by BAGIC)
Success Factor

6. 6
• 24*7 digital communication platform which enabled Virtual connect with Employees and Partners
& their families
• An engagement program for employee, employees’ families & partner. Under this program, we’ve
connected digitally with 21k+ agents & conducted 48 events – all this with an NPS of 81
• Digital school of operations – 789 hours of training conducted virtually. AI driven, intuitive and
learner centric Learning Experience Platform
• Video SOP – video is a new book, we leveraged integrated web sources & our extensive internal
knowledge library & created interactive videos / digital SOPs for our vast base of processes/ sub
processes (> 2000)
Project Differentiator

7. Thank You !