Consumer friendly services like Hello Doctor, Chat with Expert hits 5 lakh downloads mark
Amid the second wave of the pandemic, ICICI Lombard, in a press release on Friday, has said its IL TakeCare app has found encouraging consumer off-take, as customers benefit from its varied facilities across insurance and wellness related aspects.
In less than a year of its retail launch, the app has 5 lakh downloads, a testament to its consumer friendly tools for a diverse set of retail and corporate customers. Of the services offered, the most popular are IL Hello Doctor — providing tele-consultation with qualified doctors, online claims Intimation and tracking, Chat with Expert on nutrition, diet etc, Immunity Booster and Health Risk Assessment that allows the customer to gauge their current state of health. As the pandemic set in, the Hello Doctor feature, which allowed free calling and tele-consultation, was being operated 24×7, resulting in the number of requests crossing 15,000 within a few months. On the claims intimation side, the app received over 25,000 requests, also in a short span of time.
As of date, ICICI Lombard has digitised close to 50 services from the app under different categories, such as policy, claims, wellness and value-added services, and plans to increase the number.
Amitabh Jain, head of underwriting and claims (motor and health) at ICICI Lombard,said, “Our present environment is one of great disquiet, and calls for us as socially responsible businesses, to pool in all our efforts to alleviate the struggles of consumers. The IL TakeCare app is a step in this direction. It helps our customers to resolve their insurance requests from the comfort and safety of their homes, and lets them avail a host of wellness tools. At ICICI Lombard, our brand promise of ‘Nibhaye Vaade’, acts as cornerstone of our customer-centric approach.”
The app usage also witnessed good traction on adoption of health tools, with 20-25% users regularly tracking their steps through it. Additionally, it houses a blog section that provides important information on topics of wellness, health and motor insurance claims among others to users, which have been extensively used by them during the pandemic. In fact, the pandemic saw a surge in customers visiting the blog section with over 1 lakh regular hits.
Taking a cue, ICICI Lombard has exclusively partnered with Team-BHP to provide its policyholders with the latest news and updates on the motor industry, new vehicle launch reviews and motor insights. Team-BHP is India’s largest automotive forum, with a knowledge base of 4.5 million content-rich posts and over 20 million annual visitors. Their distinctive and impartial reviews help millions of enthusiasts take prudent automotive decisions, save money on ownership, get the most out of their cars and become better drivers.
For an industry that significantly thrived on physical interactions and brick-and-mortar presence, the past few years have redefined the customer journey, accelerated due to the pandemic. ICICI Lombard General Insurance has always spearheaded digital transformation and delivered excellent service at every step of the customer journey, right from buying an insurance policy to hassle-free claim management. The most recent addition to an ever-evolving bouquet of tech-powered services is ICICI Lombard’s Voice Bot Service, which allows customers to resolve their motor insurance related requests in a contactless and touchless manner. The company continues to build technological solutions that make it easier and simpler for insurance customers to purchase or renew their insurance and simplify their servicing needs.