ICICI Lombard lends a personal touch to Health Insurance with Video Calling

ICICI Lombard, India’s leading private general insurance company, has introduced a video calling facility for all its customers purchasing health insurance. This initiative allows a customer to make an instant video call or schedule one via the official website on their smartphone or laptop in just three simple steps. ICICI Lombard is India’s first insurance company to offer such a solution and aims to provide a seamless customer experience while following social distancing norms.

Speaking of the initiative, Mr. Vivek Narayanan, Chief Business Officer – Digital, ICICI Lombard, said, “The pandemic gave rise to a lot of awareness around health insurance and anxiety over choosing the right coverage. We experimented with video calling since this allowed our advisors to connect more intimately and effectively with our customers and their family. The results have been fantastic, and we have continued to fine-tune our offering. Customers are loving this experience. We believe that this marks a transition in the way customers will purchase health insurance going forward.”

The insurer has already engaged with thousands of customers across India through video calls. The initiative lends a personal touch to helping customers choose what meets their needs the most. As a result, 3x more interested customers could find a suitable health policy with the insurer on a video call compared to an audio call.

The initiative is reinforcing a new culture of “Do it yourself” in insurance purchasing. Customers can use the service by visiting the company’s website and filling out the information for the selected plan. Following that, one can access a video call for a more detailed discussion by clicking either ‘Connect Now’ or ‘Book your Slot’ under the video call banner.

The ICICI Lombard’s website serves as a one-stop shop for a customer’s health and wellness requirements and underlines the brand ethos of “Nibhaaye Vaade” (keeping promises).