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

1. Digi-Sampark
Bajaj Allianz General Insurance

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. 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. 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. 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. 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. 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. 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. 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. 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