In the competitive world of life insurance, customer experience reigns supreme. HDFC Life, a leading Indian life insurer, has been an innovator, both in terms of product and processes, thereby improving the overall customer experience. However, with high volumes of data and intricate backend processes, achieving efficiency and consistent customer delight could be a challenge. Automation is the right approach to address these challenges.
From Days to Minutes: The Power of Process Automation
HDFC Life has partnered with AutomationEdge on a journey of automation, enabling enhancement of multiple backend processes. This has resulted in improved efficiencies. Automation has facilitated greater operational agility at various stages of the policy life cycle such as sales, service, claim settlement, etc.
Accuracy and Efficiency: The Automation Advantage
Massive data volumes could pose a higher risk of human error. However, AutomationEdge’s Robotic Process Automation and Intelligent Document Processing (IDP) bots have brought about an increase in accuracy. The automation of documentation processes such as Aadhaar card masking and medical report processing has enabled faster decision making, leading to quicker approvals.
Customer Delight: Delivering Seamless Experiences
Automation not only boosts efficiency, but also elevates customer experience. Customers can access information faster, as a result of reduced turnaround times and enhanced productivity. Cashier receipting, a high-volume process, has witnessed a significant reduction in manual workload and improved productivity, and is marked by streamlined interactions and reduced wait time.
Group Insurance Simplified: Onboarding, Leaver & Accounting Made Easy
Managing group insurance policies, often bundled with other products, can be complex. AutomationEdge automated many of these processes, improving processing time and productivity. This resulted in smoother on boarding for new members, effortless policy handling for leavers, and accurate accounting – all contributing to a seamless experience for both.
At HDFC Life, our focus is to simplify processes and offer greater convenience to customers. Automation has enabled HDFC Life to achieve significant improvements in process efficiency, accuracy, and customer experience. We are confident that this journey will continue to move further towards intelligent automation and decision making in processes of our organisation.
– Balkrishna Singhania, Chief Data Officer, HDFC Life
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