Case Study: India-Based Prominent Health Insurance Company achieves 15% higher monthly renewal rate and INR 2 Crore incremental revenue with Newgen Software

India-based Prominent Health Insurance Company Automates Insurance Renewal Communications Journey with Newgen

An India-based leading health insurer — a joint venture of global health services providers serving 160+ million customers worldwide — wanted to boost client retention by streamlining renewal communications. Their renewal journey was entirely manual, reminders were often mistimed, there was low visibility into renewal status, no automated channel switchover, and no centralized tracking dashboard, all of which hurt renewal rates and customer experience.

The insurer implemented NewgenONE’s Low-Code Process Automation and Omnichannel Customer Engagement platforms to automate multi‑lingual, multi‑channel renewal journeys (email, SMS, WhatsApp, PDFs), configure rules for automatic channel switchover, and provide real‑time dashboards and core-system integration. The solution increased monthly renewal rates by 15%, added about INR 2 crore in renewal revenue per month, generated 5M+ communications annually with 100+ templates, and delivered end‑to‑end visibility and tracking.