Universal Sompo General Insurance is making notable strides in digital transformation, aiming to redefine how insurance services are delivered. With a suite of innovative tech-enabled solutions, the company is enhancing operational efficiency, speeding up claims processing, and offering smoother digital engagement for policyholders. Key initiatives such as AI-led automation, live service tracking, and intuitive self-service tools are central to reducing processing times, improving transparency, and streamlining customer interactions.
Prioritizing Senior Citizens Through Targeted Solutions
Recognizing the need for personalized service, Universal Sompo has rolled out a special service queue for senior citizens within its Customer Relationship technology framework. This initiative ensures timely tracking and resolution of cases concerning elderly customers, allowing for faster service delivery. Furthermore, the newly launched “Easy Access” tool on the company’s website enables all customers to conveniently track their service request status, fostering greater transparency and user convenience.
Expanding Customer Engagement through WhatsApp Integration
Taking a step further into digital convenience, the insurer has incorporated WhatsApp as a core channel for customer support. Policyholders can now report motor claims, retrieve policy documents, download health cards, obtain claim forms, and find nearby hospitals or garages — all through WhatsApp. This approach reduces reliance on call centers and improves turnaround time for customer queries. Additionally, a revamped feedback module in the Customer Relationship platform captures and analyzes real-time input, aiding in continuous service enhancements.
AI-Powered Claims for Speed and Accuracy
Universal Sompo’s claim handling process has been modernized through AI-powered systems that facilitate online submissions via its mobile app and website. These systems automatically handle damage assessments, approvals, and claim resolutions, significantly shortening processing times while improving accuracy and consistency.
For motor insurance, services like overnight vehicle repair and doorstep assistance have been introduced to minimize inconvenience for policyholders. On the health insurance front, the adoption of an Integrated Claims Management System has automated key functions such as data validation, reducing manual intervention. The addition of a real-time Turnaround Time (TAT) display promotes efficiency and helps ensure regulatory compliance. The introduction of WhatsApp-based claim intimation and digital pre-authorization for cashless treatments further simplifies the claims journey.
Commitment to Innovation and Customer Trust
Universal Sompo continues to harness emerging technologies to enhance customer satisfaction and reinforce trust. By integrating smart automation, AI-driven tools, and seamless digital experiences, the insurer demonstrates a strong commitment to innovation, service excellence, and meeting the evolving needs of its customers.
