Case Study: Kotak Life Insurance simplifies policy purchase on WhatsApp with Haptik

Leading Insurance Provider increases user engagement by 500%

Kotak Life Insurance wanted a one-stop, WhatsApp-based solution to streamline customer interactions for both new and existing customers. The company needed to provide policy information, answer questions, share quotes, support policy purchase, and send reminders for premium payments and policy updates. Haptik helped Kotak Life address these needs through Kaya, its AI-enabled virtual assistant, built for omnichannel customer engagement on WhatsApp.

Haptik implemented six unique bots on WhatsApp for Kotak Life, enabling lead generation, policy purchase, renewal notifications, claims submission, and payment support. The solution delivered strong results, including an 85% CSAT score, 82% of queries managed without an agent, and 8,000 agent hours saved, while improving the overall customer experience and helping Kotak Life serve customers around the clock.

Kotak Life Insurance

Kirti Patil

Sr. EVP, IT & CTO