Case Study: First wholly owned Life Insurance Company cuts turnaround time and ensures IRDA compliance with Newgen Software's IGMS

Life Insurance Company - Customer Case Study

The client, the first wholly owned private‑sector life insurer, faced slow, manual grievance handling and needed a standardized, flexible platform to capture, track and resolve policyholder complaints while staying compliant with IRDA regulations. They required real‑time integration with IRDA’s IGMS web services, the ability to process complaints submitted via IRDA or insurer portals, visibility into status and TATs, and fallback procedures for failed registrations or updates.

Newgen delivered an Integrated Grievance Management System built on its OmniFlow (BPM) and OmniDocs (ECM) suites, with web‑service integration to register, update and synchronize complaint data between the insurer and IRDA. The automated IGMS workflow (with manual Excel fallbacks) centralized tracking, reduced turnaround times and operational costs, improved processing accuracy and productivity through rule‑based work allocation, and ensured IRDA compliance and better customer satisfaction.