Case Study: Leading General Insurance Company achieves real-time on-demand customer communications with Newgen Software's OmniOMS CCM

Leading General Insurance Company enhances their Customer Service with Real-Time On-Demand Communications

A leading general insurance company in India — serving over 1.5 million customers through 139 offices and 26,587 intermediaries — faced low digital engagement and slow, error-prone customer communications. Manual creation of policy templates across motor, health and travel lines caused delays, inconsistent branding, compliance risks and high operational costs, and the firm needed a CCM solution that could integrate with back-end systems and document management for automated archival.

Using Newgen’s OmniOMS unified CCM, the insurer automated template creation, integrated communications with legacy systems and DMS, and deployed an on‑demand module for real‑time, multichannel delivery (SMS, email, print, web). The result: consistent branded communications, higher website and app traffic, policy generation under 5 seconds, 25,000–30,000 policies and 300,000–400,000 reminders generated daily, and reduced call‑center and operational costs.