Life insurance claims can be completed over WhatsApp.
                     Life insurance 
claims can be 
completed 
over WhatsApp 
in 5 minutes
Introduction
 People rely on the internet to search 
through life and health insurance plans 
through a pandemic that allows you to 
maintain social distance. 
 In the midst of this tough age, insurance 
providers have launched a dozen 
programmes to appeal to consumers. 
Source: Maruti 
Techlabs
Paperless Technology
 Paperwork is being replaced by artificial 
intelligence, connected devices, smartphone 
apps, virtual assistance and video 
conferencing. 
 “Our digital touch points controlled over 72 
percent of customer service interactions,” 
said Parvez Mulla, COO, HDFC Life 
insurance. Source: Pixabay
HDFC Life Insurance
 Settlement of claims has also become easier 
and faster than ever with the emergence of 
new technology. 
 HDFC Life provides an alternative where 
consumers can initiate a claim through a 
simple 3-step process. For low-risk plans, the 
HDFC Life insurance COO reported that claim 
settlement can be completed in a day.
Source: Business 
Standard
Settlements
 99% of all non-investigation allegations were settled 
during Q1FY21 within one business day.
  In order to alleviate the pressure on clients, the 
insurance firm has also introduced a claim initiation trip 
through a WhatsApp Bot. 
 "By exchanging minimal documents, most of our non-
investigation statements can be completed in less than 
five minutes via the WhatsApp bot," Parvez Mulla said. 
Source: Pixabay
Being the Change
 But in a 'customer-first' organization 
like the insurance industry, the 
adoption of new technology is not 
enough.
 Companies are now preparing their 
workers to respond to recent changes. 
Source: The United 
Nations
How Insurers are using Whatsapp
 It is convenient to get insurance policy details 
through WhatsApp as clients do not have to 
exit or switch between several other apps or 
any browser. 
 WhatsApp enables insurance providers to be 
available at any time, wherever, to their 
consumers (customers). This, in essence, 
provided an ideal forum for insurance 
providers to serve consumers.
Source: ZeeNews
ICICI Prudential Life Insurance
 ICICI Prudential Life Insurance also enables 
clients through WhatsApp to access details of 
their life insurance plans. 
 According to Puneet Nanda, deputy managing 
director, ICICI Prudential Life Insurance, 
customers who agree to accept messages on 
WhatsApp will accept policy certificates, premium 
receipts and also links to download tax 
certificates, which will facilitate the filing of IT 
returns. 
Source: Icici
Aditya Birla Sun Life Insurance 
(ABSLI)
 Basic paperwork can be processed via WhatsApp 
for Aditya Birla Sun Life Insurance (ABSLI). The 
WhatsApp chat can be used by ABSLI 's 
customers to get their policy and due 
information, fund value and tax certificates.
 Customers can also update their profile and, 
through WhatsApp, get support on key policy-
related procedures such as name change, 
candidate change, change of payment mode and 
get claims and revival information.
Source: Business 
Standard
What more to add?
 Often, before the service really takes off, a 
lot of back-end infrastructure and testing 
must be put in place. 
 ABSLI is working through WhatsApp to add 
more functionality, such as downloading 
policy-related documents, uploading KYC 
documents, etc., at the time of the policy 
submission, and so on.
Source: The Financial 
Express
Safety and Confidentiality
 Then there is the issue of whether customer 
information is protected when exchanged 
through WhatsApp. "No data exchange is 
carried out and the confidentiality of 
information exchanged through WhatsApp is 
therefore fully secure," Asthana says. 
 The data of customers remains with the 
insurance provider and WhatsApp encrypts 
conversations.
Source: News18
Conclusion
 Customers today want fast information. 
This is where, as a medium of 
communication, WhatsApp scores. With the 
response time varying from a few seconds 
to a maximum of five minutes, it is quick. 
 For 24 hours, the WhatsApp platform is live, 
so consumers can communicate with 
businesses according to their convenience.
Source: ChiniMandi