Overview

A leading India-based insurance firm serving over 250 million customers, embarked on a large-scale initiative to centralize and modernize its insurance operations. Managing massive volumes of policies, claims, and documents across thousands of branches, the insurer required a unified insurance automation platform to streamline processes, improve service delivery, and scale securely across its product portfolio.

This case illustrates how AI-ready, low-code insurance platforms can transform large, document-intensive insurance ecosystems.

Challenges Faced by Customer

The insurer faced manual, paper-driven processes, decentralized record management, and fragmented channels for policy servicing and claims. High volumes of new business requests, prolonged approval cycles, and error-prone reviews increased turnaround time (TAT) and operational overhead. Lack of a centralized document repository, delayed communication tracking, and suboptimal resource utilization limited visibility, responsiveness, and scalability across underwriting, policy servicing, and claims processing

How Newgen Made a Difference

Newgen implemented a unified Insurance Automation Solution, combining core capabilities of NewgenONE, Intelligent Process Automation (BPM), Contextual Content Services (ECM), and Omnichannel Customer Engagement (CCM). The solution enabled multi-channel initiation, centralized document management and archival, dynamic rules-driven workflows, automated communications, and seamless integration with existing applications, delivering end-to-end automation across the insurance lifecycle.

Benefits Achieved by the Customer

  • Successfully archived 15 billion documents
  • Reduced turnaround time through automated workflows
  • Centralized policy records with faster information retrieval
  • Improved claims and policy servicing efficiency
  • Enhanced customer experience via personalized, omnichannel communication
  • Scalable operations supporting high transaction volumes

Learn how Newgen empowered a leading Indian insurance company to address its challenges of manual processes and decentralized systems. Gain insights into how the unified solution helped the insurer achieve significant digital outcomes.