Company: Future Generali India Insurance Company Ltd., Mumbai, India
Company Description: Future Generali India Insurance is a JV between the Future Group: Game-changers in Indian Retail & Generali Group: Renowned 190-year-old Insurer. We have 160+ offices, 3.7+ million customers, AUM worth Rs. 7,473 crore & settle 2.6 lakh+ claims per year. Customers & partners alike recognize us for customer-centricity & fairness in claim-settlement.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Customer Insight
 Nomination Title: Experience & Business Transformation Using Insights
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
At Future Generali, we strive to exceed expectations and set new standards for customer satisfaction. Our mantra, "Surpassing Expectations, Creating Benchmarks, One Passion, One Mission - Service Excellence," drives us to redefine support in the service industry.
Our dynamic team of seventy-two members expertly handles General Insurance calls, emails, chats, complaints, and requests with enthusiasm. Extreme ownership is our guiding principle, fostering a culture of responsibility and accountability where every interaction is an opportunity to excel. We continuously evolve by learning from valuable feedback to enhance our services and uphold the dignity of Future Generali.
Transparent communication, ethical practices, and robust processes are the cornerstones of our approach. We ensure meticulous investigation and fair representation in every case, from the boardroom to the branch. Our core team oversees resolution, reinforcing our commitment to service excellence at every level.
At Future Generali, we don't just resolve interactions; we transform them into opportunities for growth and improvement.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 149 words used.
Established in 2006, Future Generali India Insurance Company Limited is a prominent joint venture between the Generali Group, a global insurance legacy with a 74% stake, and the Future Group. As of FY 2024, Future Generali India Insurance manages assets worth over Rs. 7,473 Crore, a testament to its continued growth and stability. The company also recorded a Gross Written Premium Gross Written Premium of Rs. 5,003 Crore, further reflecting its robust market presence and the trust placed in its services by millions of policyholders. With a commitment to providing comprehensive insurance solutions, FGII is well-positioned to continue its growth and leadership in the Indian insurance industry
Our transformative journey in reshaping customer experiences has been centered around the Net Promoter System NPS, demonstrating an unwavering commitment to customer satisfaction.
Our commitment to customer satisfaction is reflected in the Insights Strategy that covers the entire customer journey
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 99 words used.
Our transformation of the Motor Private Car Insurance Renewal experience was a pivotal milestone in driving revenue, retention, and customer satisfaction.
Contributing 35% of the overall GWP in FY 2023-24, this segment sustained a CAGR of 8.8% over three years. We implemented 65 structural improvements and quick wins to streamline processes and elevate customer experience.
The impact was game-changing:
- Policy renewals surged by 61%,
- Premium collections grew by 80%,
- NPS leaped from -3.6 to 21.4.
- Customer Win-back Challenge successfully re-engaged 580 customers, adding INR 6.3m GWP.
This success had a ripple effect on the organization.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 25 words used.
We have attached a presentation named "Best Insights Strategy" which showcases how the entire Journey design project was structured and the impact of the actions.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 247 words used.
Our journey to transform the Motor Pvt Car Renewal experience began with a stark realization—our NPS for renewals had dropped to -9.8, and our renewal rates lagged behind the industry benchmark. Given that over 35% of our GWP came from this segment, we knew immediate action was critical.
We embarked on a Customer Journey Reengineering Initiative, leveraging deep-rooted Customer insights. First step was Disruption Scan, to identify inefficiencies in processes. We engaged directly with customers, intermediaries, and stakeholders through interviews and analyzed survey responses to uncover pain points and unmet needs.
Key improvement areas emerged:
- Creating an engaging experience throughout the policy lifecycle.
- Building a seamless agent portal interface.
- Enhancing digital asset interactions for a frictionless experience.
To address these, we conducted a Design Thinking Workshop, assembling cross-functional teams and intermediaries to ideate customer-centric solutions. Every action was structured, and ownership was assigned to the promising ideas. We re-imagine and redesign Customer Journeys & SOPs and we launched Customer Win-back Challenge, reigniting engagement with lapsed customers.
Our roadmap centered on three action streams
- Tech Interventions – Addressing tech gaps and developing new systems
- Process Enhancements – Streamlining existing processes
- Experience Enhancements – Introduced customer loyalty features and centralized follow-ups.
The impact was remarkable 61% increase in policy renewals, 80% growth in premium collections, and NPS from -3.6 to 21.4. The Customer Win-back Challenge onboarded 580 customers, contributing INR 6.3m GWP.
This initiative not only enhanced customer satisfaction but also drove tangible business growth.
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