Reinventing Digital Service Excellence via Website, Customer Portal & IVR Modernization Qorus-NTT DATA Innovation in Insurance Awards 2026
IndiaCategory
Customer Experience ReinventedKeyword
Customer experience, Customer service, Insurance, Digital channels & Omnichannels, Contact center & ChatbotsBusiness Line
Life InsuranceDistribution Channel
Bancassurance, Agents, Online / Direct, Partners
Innovation presentation
The nomination showcases our end‑to‑end digital transformation across the Website, Customer Portal, and IVR, highlighting how these enhancements have simplified servicing, expanded multilingual access, strengthened self‑service adoption, and improved customer satisfaction across touchpoints.
IndiaFirst Life transformed its Website, Customer Portal and IVR to build a unified, insight-led and intuitive digital servicing ecosystem. The Website now offers modern navigation, calculators, goal-based planning tools and personalised content. The Customer Portal provides multi-login access, biometric authentication, unified policy views, improved Track & Raise Request flows and a mobile-first experience. The IVR was redesigned with multilingual support, simplified menus, CRM-driven personalization and expanded self-service journeys. Built entirely on customer insights and NPS learnings, the digital stack enables faster, clearer and more transparent servicing for all users.
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