ICICI Lombard, one of the largest general insurance companies in India, has been at the forefront of adopting emerging technologies to maintain its competitive edge. By utilizing the mobile platform to enhance customer experience and increase employee productivity, the firm has achieved yet another technology milestone. The firm has innovatively used mobile technology to simplify the process of insurance claim. For example, traditionally, for claiming motor insurance, customers had to follow a lengthy and cumbersome process of taking their damaged vehicle to the garage, calling the toll free number of the insurance company, and sharing the policy details. Then, they had to arrange the forms and documents required to support the claim. To shorten the otherwise lengthy procedure, the company launched an in-house developed Mobile Claims App called ‘Insure’ for the customers and transformed the way in which claims were traditionally intimated. “Our Insure app empowers customers to intimate a claim of their vehicle through their mobile phones. Customers can click picture(s) of the damaged parts and send it to us through this app. The app also allows the customer to record and upload incident description in his/her voice,” says Eswaranatarajan N, Chief – Operation and Technology, ICICI Lombard. This ensures that customers collect necessary evidence in terms of images and audio record and transmit it instantaneously to the claims office, thus ensuring faster claim process. The Insure application not only helps the customer to intimate a claim seamlessly but also allows them to view the nearest cashless garage network of ICICI Lombard in time when he/she experiences a car breakdown. “We have also included a feature of locating the nearest cashless network hospital as well as the nearest ICICI Lombard office. This has been made possible with our GPS technology feature, which we have incorporated in the app,” adds Eswaranatarajan. Presently the app is available on the Android platform and will be soon be available for the rest of the platforms i.e. iOS, Windows 8 and BlackBerry. Eswaranatarajan tells us that since the launch of ‘Insure’, approximately 7,600 customers have downloaded the app from the Android market. The firm has also developed another in-house app called ‘FastTrack’ for on-field claim surveyors. Earlier, to lodge a customer’s claim, an ICICI Lombard’s on-field surveyor had to first visit the site, click images of the damaged vehicle via digital camera and at the end of the day visit the nearest ICICI Lombard branch office to sort and upload images and enter data into the claim system. This process generally took 2-3 days and there were instances of human error(s) while lodging a claim manually. Today, using the FastTrack app built for an Android tablet, on-field surveyors can take images, fill in the necessary data and immediately sync information to central server to process claim. “The entire cycle is now possible on a real-time basis. This has further reduced the time taken for lodging the claims by two days, as data is now synced immediately to the central server. Earlier, surveyors used to attend 4-5 cases in a day. But, now with the introduction of the mobile app, each surveyor completes 7-8 cases in a day. Also, overall there has been a 35 percent increase in resource efficiency,” adds Eswaranatarajan.
Read more at: http://www.informationweek.in/informationweek/news-analysis/175550/enterprise-mobility-indian-enterprises/page/2?utm_source=referrence_article
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