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Future Generali India Life Insurance Co. Ltd launched ‘Project BOLT’ – A simple, fast and contactless insurance process for customers
Mumbai, May 11, 2020: Staying ahead of the curve and in response this pandemic situation, Future Generali India Life Insurance Co. Ltd (FGILI) launched ‘Project BOLT’ for their existing customers who wish to further secure their lives and take another policy with the company. As social distancing becomes the norm and more customers would prefer to have minimum contact or contactless engagement while making a purchase. Also, customers would be wary of going to diagnostic centres for medical tests. Therefore, the company has re-engineered its sales process to make it completely Data led, Contactless and Paperless. The customers are pre-identified basis risk and underwriting model and the entire sale process is now digitised. So, the journey can be completed via video conferencing where distributor can explain the product adequately and customer can complete the proposal digitally, in less than 5 min with only a few clicks with no paper forms, documents or even medical tests. This also has significant impact on time to process and policy can be issued within 48 hours of submission.
How did FGILI work on this project?
The Leadership team was tasked to draw out a wireframe of the new process and challenge the requirements in the existing process. Thereafter, teams across departments - Sales, IT, Marketing, Operations and Compliance were brought in to deconstruct the process and identify the steps that were redundant and that could be done away with. It was called the “Kill-Build” exercise to identify what steps were to be eliminated (killed) and what new services were to be created using technology (build). This process was important to create an on-boarding journey that would be completed in 5 minutes with just 3 clicks.
“Project Bolt is much more than just process innovation for us. It started with empathy for customers and recognising that in these times they are looking for solutions that will make life convenient for them. It then demonstrated our ability to think differently, challenge norms, break the self-created silos to deliver an outcome that distributors would be enthused about and customers would find useful. This is truly a worthy example of digitalization” says FGILI’s Chief Marketing Officer and Chief Customer Officer, Mr Rakesh Wadhwa.
He further added, “Current lockdown has accelerated the digital adoption amongst the sales team as more of them took to the platform to reach out to their customers. We see increased demand for additional protection amongst our customers and therefore, adding more products on this platform. We are training our distribution teams to sell remotely over video call without having to venture out and be exposed to undue risks. The feedback from our customers too has been extremely encouraging.”
THE GENERALI GROUP
Generali is one of the largest global insurance and asset management providers. Established in 1831, it is present in 50 countries in the world, with a total premium income of more than € 69.7 billion in 2019. With nearly 72,000 employees serving 61 million customers, the Group has a leading position in Europe and a growing presence in Asia and Latin America. Generali’s ambition is to be the Life-time Partner to its customers, offering innovative and personalized solutions thanks to an unmatched distribution network.
Future Group operates some of India’s most popular retail chains including Central, Big Bazaar, Food Bazaar, Hometown and eZone. Apart from its allied businesses in Life and General insurance, the Group is also present in the domain of logistics infrastructure and supply chain and brand development. The group operates over 17 million square feet of retail space in over 90 cities and towns and 60 rural locations across India. The group’s retail formats connect over 300 million customers to over 30,000 small, medium and large enterprises that supply products and services to its retail chains. Future Group believes in developing strong insights on Indian consumers and building businesses based on Indian ideas, as espoused in the group’s core value of ‘Indianness.’ The group’s corporate credo is, ‘Rewrite rules, Retain values’.
IITL was incorporated in the year 1933 as an investment trust Company. It has made bonus issues thrice and has been consistently paying dividend to shareholders over the years.