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Haptik > Case Studies > Revolutionizing Insurance Policy Management: Kotak Life's WhatsApp Solution
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Revolutionizing Insurance Policy Management: Kotak Life's WhatsApp Solution

Technology Category
  • Infrastructure as a Service (IaaS) - Virtual Private Cloud
  • Wearables - Virtual Reality Glasses, Headsets & Controllers
Applicable Industries
  • Finance & Insurance
Applicable Functions
  • Procurement
  • Sales & Marketing
Use Cases
  • Usage-Based Insurance
The Challenge
Kotak Life Insurance Company, one of the fastest-growing life insurance companies globally, was seeking a comprehensive solution to streamline customer interactions across various messaging channels. The company aimed to provide personalized insurance services through WhatsApp, including comprehensive information on various policy options, the ability to ask questions, receive quotes, and even purchase policies directly through the app. The team prioritized chat channels as their main customer contact option due to its ease in maintaining context and history. They also needed to offer first-class aid and advice to potential customers, providing them with the best insurance plan recommendations. Additionally, Kotak Life was looking for an efficient solution to remind existing customers of premium reminders and policy updates.
About The Customer
Kotak Life Insurance Company is one of the fastest-growing life insurance companies in the world. The company is committed to leveraging advanced technology to provide personalized insurance services to its customers. They aim to offer comprehensive information on various policy options, the ability to ask questions, receive quotes, and even purchase policies directly through WhatsApp. They prioritize chat channels as their main customer contact option due to its ease in maintaining context and history. They also strive to offer first-class aid and advice to potential customers, providing them with the best insurance plan recommendations.
The Solution
Kotak Life partnered with Haptik to build Kaya, a Virtual Assistant that serves as an omnichannel chat solution. Kaya is capable of generating high-quality leads and offering an incredible post-purchase experience for customers. It provides round-the-clock support, delivering prompt and efficient responses to customer inquiries, even outside of regular business hours. Kotak Life also leverages WhatsApp Notifications to keep policyholders informed of their upcoming renewals ahead of time, and offer end-to-end payment solutions on WhatsApp to ensure ease of payment. By using WhatsApp, Kotak Life allows policyholders to quickly and easily submit details of their claims and even check the status without hassle.
Operational Impact
  • With the implementation of the omnichannel initiative, Kotak Life is revolutionizing the insurance sector by providing an effortless, user-friendly, and convenient solution for managing insurance policies. Haptik has developed six unique bots on WhatsApp for Kotak Life, designed to cater to the requirements of all its customer segments, brokers, agents, and more. With its state-of-the-art Intelligent Virtual Assistant, Kotak Life is setting itself apart from its competitors by providing an unmatched level of customer experience.
Quantitative Benefit
  • 85% CSAT Score
  • 82% of Queries are Managed without an Agent
  • 8000 Agent Hours Saved

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