Care Angel (Physical and Virtual) Qorus Innovation in Insurance Awards 2023

Submitted by

Bajaj General Insurance

Premium

12/04/2023 Insurance Innovation

Being sick or hospitalised can be a daunting and infrequent experience. The mere thought of hospitalization can be overwhelming, with concerns ranging from hospital procedures and paperwork to financial support and medical expenses. It's no wonder that hospitalization can make anyone feel uneasy. However, at Bajaj Allianz General Insurance, we firmly believe in our core value of Caringly Yours. We prioritize compassion in all our services, and that includes providing support during your time of need. With us, you can trust that we will be there for you during your hospitalization crisis, offering the necessary care and assistance to help ease your worries. BAGIC remains at the forefront of delivering exceptional healthcare services by deploying physical RMs to SPPN/PPN hospitals and utilizing real-time video connectivity technology to extend services to customers in other healthcare facilities through a virtual team.

Innovation details

Country
IndiaCategory
Re-imagining the Customer ExperienceKeyword
Customer experience, Customer service, Health insurance

Innovation presentation

The healthcare industry has seen many technological advancements in recent years, and Bajaj Allianz is leading the way in terms of innovation. By integrating all our hospital portals with our internal system, we ensure the quick processing of claim settlement, providing our customers an efficient and seamless experience. In addition, we have employed blockchain technology to connect our system to a centralized network, ensuring better communication and data security. Our Care Angels are equipped with TABs and enabled with geo-tagging to facilitate monitoring from the Head Office. These efforts have resulted in an impressive NPS (Net Promoter Score) of 95, exceeding industry standards, and the organization is committed to maintaining the best-in-class service for their customers. With physical RMs assigned to SPPN/PPN hospitals and a virtual team extending services to customers in other hospitals using real-time video connecting technology, the organization continues to stay ahead of the curve in terms of providing excellent healthcare services.

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