Case Study: Leading Insurance Company achieves faster claims correspondence and omnichannel customer engagement with Newgen Software (OmniOMS)

Leading Insurance Company Enhances Customer Service with Newgen Omnichannel Customer Engagement (CCM) Product Suite

A leading Indian general insurance company serving retail and commercial customers faced operational bottlenecks from delayed communications, manual and time-consuming claims correspondence, lack of portal updates, and fragmented systems that reduced visibility across processes.

The insurer implemented Newgen’s Omnichannel Customer Engagement (OmniOMS) on a low-code platform, integrated with its online service portal to generate personalized, automated communications (email, SMS, WhatsApp) and auto-generate policy PDFs. The solution centralized document creation and tracking with real-time editing and dashboards, delivering standardized templates and around 2 million communications/month, resulting in faster claims correspondence, real-time portal updates, improved visibility, and better customer engagement.