Case Study: A Leading General Insurance Company achieves real-time customer engagement and 5-second policy generation with Newgen Software

A Leading General Insurance Company Enhances Customer Engagement with Real-time Communications

A leading Indian general insurer with over 1.5 million customers, 1,500+ offices and coverage for 10.5 million policyholders struggled with legacy communication systems that prevented real-time, personalized engagement. Manual template creation, fragmented channels and inconsistent branding led to low digital engagement, operational inefficiencies, compliance risks and poor customer experience.

The insurer implemented Newgen’s Omnichannel Customer Engagement platform, integrating with legacy systems to provide a template library, on‑demand multi‑lingual document creation, AI/ML-based customer sensing and unified monitoring across channels. The solution delivered real‑time, personalized communications, reduced policy generation to under 5 seconds (25–30k policies/day), sent ~400k reminders/day, boosted website and app traffic, ensured consistent branding, improved reporting and lowered operational costs.