Business Need

The insurance sector in India is experiencing rapid growth, drawing in new customers daily. Yet, this expansion has introduced several challenges, especially in managing the rising number of grievances related to policy servicing and claims disputes. With over 60 insurance companies and numerous policyholders, the earlier decentralized method for addressing these issues was falling short. It became evident that a centralized system was urgently needed to streamline grievance management, boost transparency, and enhance the effectiveness of complaint resolution.

Business Challenge

The absence of integrated communication between insurers’ systems and the regulatory authority complicated tracking and accountability, resulting in prolonged resolution times for consumer grievances. This disjointed approach undermined customer trust and satisfaction, making it imperative to overhaul the grievance redressal mechanism comprehensively.

• Existing systems were not integrated, leading to delays and inconsistent handling of complaints.
• The lack of a centralized tracking system made it difficult to monitor grievances and enforce accountability.
• Inadequate accessibility for policyholders to lodge complaints easily.
• Slow response times and unclear resolution pathways.
• Varied standards of grievance handling across different insurers.

Business Solution

Recognizing the difficulties faced by consumers, the regulatory body governing insurance saw the need for a centralized platform to handle consumer grievances. To bring this vision to life, they chose to develop a grievances redressal portal and chose NuSummit as a technology partner to develop it. NuSummit took a deep dive into the issues at hand and crafted a unified grievance redressal platform that aimed to streamline the process and make it more consumer-friendly. This initiative by NuSummit provided a robust solution tailored to the needs of the sector and allowed for:

• Centralized Grievance Management: A single point of contact for all insurance-related complaints.
• Streamlined Complaint Registration: A simplified process for registering complaints through various channels, including online and call centers.
• Integrated CRM Systems: Seamless integration with insurer CRM systems for real-time complaint tracking and updates.
• Advanced Technology Deployment: Implementation of robust technology to ensure secure and accessible complaint handling.
• Rule-Based Workflow Implementation: Establishment of rule-based workflows to maintain and monitor resolution timelines effectively.
• Multiligual Support: Complaint form supports English and Hindi languages. Platform is extendable to all local languages.
• Mobile Accessibility: Responsive UI, mobile access through PWA on Android and iOS devices.

Project Differentiator

The portal stood out for its comprehensive integration with insurer CRM systems, providing a real-time, transparent view of the grievance handling process. This integration allowed for immediate updates and monitoring, setting a new standard in policyholder support and operational accountability in the insurance industry.

Tech Stack