Future Generali begins delivery of policies via WhatsApp

Future Generali India Insurance Company Ltd (FGII), a private general insurer, on Thursday said it has become the first insurance company to initiate delivery of policies via WhatsApp. This is an instant and an additional delivery option adopted by FGII to enhance convenience and ease for its customers.

FGII has already delivered more than 5,200 policies via WhatsApp Messenger, as part of the pilot run which started on June 15 this year. K.G Krishnamoorthy Rao, MD and CEO, Future Generali India Insurance Co. Ltd. said, “WhatsApp has wide acceptability and has grown to become a preferred mode of communication. It’s convenient for customers as they get instant access to the policy document. It is an app that everyone can use with ease, be it a senior citizen, working professional or a young adult, both in rural and urban areas.”

Customers who purchase or renew policies with FGII would now receive an instant message on WhatsApp with the confirmation text, along with an email, apart from the physical policy document.

Rao said the use of instant messaging services such as WhatsApp have the potential to reshape the insurance industry with increased levels of customer engagement. "For FGII, technology-driven efficient customer service is of prime importance and we are proud to be the first insurer to launch this service,” he said.

In 2016, FGII embarked on a digital transformation journey with the launch of its in-house motor claims settlement platform, i-Moss, which ensured on-the-spot settlement of most motor insurance claims filed. Earlier this year, the company launched Intelligent Video Streaming and Settlement (i-ViSS), a video-based motor claim settlement facility for customers.

Speaking to BusinessLine, Rao said the WhatsApp policy delivery system is being initially rolled out for motor insurance products. "Over time, we plan to extend this facility for all our products", he said.

srivats.kr@thehindu.co.in