Case Study: One of India's Largest Health Insurance Companies achieves streamlined omnichannel customer communications and real-time document generation with Newgen Software

One of India’s Largest Health Insurance Companies Streamlines its Customer Communications with Newgen

One of India’s largest health insurers—a joint venture with a global health services firm—faced inefficiencies from manual document creation, inconsistent multi-channel correspondence, and delays in real-time policy document generation that hurt customer experience and retention. The insurer engaged Newgen to streamline communications across channels and touchpoints and improve operational responsiveness.

Newgen deployed its low-code Omnichannel Customer Engagement (CCM) platform, integrating with core systems and customer portals to enable real-time document generation, centralized dashboards, automated personalized renewal journeys across email/SMS/WhatsApp, dynamic channel switching, and action tracking. The result was streamlined, accurate communications with higher productivity, accessibility, operational agility, visibility and improved customer service—supporting better retention and faster decision-making.