Case Study: Leading Indian Insurance Company achieves enterprise-wide digital transformation, instant document access and 550M+ policy docket archival with Newgen Software

Digital Transformation of a Leading Indian Insurance Company

The client is a leading Indian insurance company with more than 250 million customers and a decade-long relationship with Newgen. Faced with paper-based processes, decentralized underwriting, slow policy servicing and claims turnaround, lack of a centralized records repository and communications system, and time-consuming searches across offices, the insurer needed an enterprise-wide digital transformation to boost efficiency, accuracy and customer experience.

Newgen implemented a unified solution—low-code BPM (iBPS), contextual content services (OmniDocs), omnichannel customer engagement (OmniOMS) and an enterprise mobility framework—to automate underwriting, digitize and archive policy documents, and deliver personalized communications. The deployment centralized processing across 2,000 branches, 113 divisional and 8 zonal offices, enabled instant search across 550 million policy dockets (15 billion documents), supported 25,000 users, and drove massive communications volumes (millions of emails/PDFs/SMS monthly), resulting in faster turnaround, lower costs and improved customer and employee experiences.