HDFC ERGO Transforms the Way Insurance is Delivered in India with Duck Creek OnDemand and AI for Insurance

CASE STUDY

HDFC ERGO Transforms the Way Insurance is Delivered in India with Duck Creek OnDemand and AI for Insurance

Objectives

Transform the way insurance products are launched and delivered.

Automate and improve efficiency, productivity, and decision making.

Overhaul core systems.

Modernize technology.

A scalable tech stack for future growth.

Results

Streamlined product launch cycle from a few months to just four weeks, setting a new benchmark in the Indian Insurance landscape.

Improved efficiency, including faster claims adjudication, more accurate risk assessments, and faster rule and rate changes.

Increased agent productivity and customer satisfaction.

Significantly reduced the time required for product configurations and approvals.

Significantly enhanced productivity across multiple departments.

Duck Creek’s OnDemand solution enabled us to create innovative product offerings and hyper-personalized services to our customers. With a future-ready tech stack, HDFC ERGO is now well-prepared to scale its offerings and market reach without expanding its physical footprint, in line with its commitment to propel financial inclusion in the country and reach the last mile.

Sriram Naganathan

President & CTO, HDFC ERGO General Insurance

The Challenges

Manual and effort-intensive policy and claims processes.
Fragmented data and disparate systems across various lines of business.
Data access and accuracy, and reporting.

The Solutions

Cloud-native, SaaS-based Duck Creek OnDemand solution.
AI-enabled, real-time policy issuance system and AI-driven risk assessments.
Centralized Coverage Factory model for a unified tech stack across various lines of business.
The introduction of product-agnostic rules and a centralized rating engine, automating core processes such as policy issuance and claims management.
API infrastructure for real-time data synchronization across 15+ systems.
Seamless integration with Duck Creek systems and the integration of fraud detection models and AI-powered image recognition in claims processing.
AI models to analyze medical bills, discharge summaries, and vehicle damage images.

The Impacts

A scalable tech stack for future growth.

Smooth data exchange and real-time updates across various internal platforms.

Greater efficiency through real-time decisions and advanced AI capabilities.

Strengthened security and ensured compliance.

Improved efficiency, productivity, and decision making.

About the Customer: Indian Market Dynamics and Emerging Opportunities Drive Need for Digital-First Approach

HDFC ERGO General Insurance Company Limited (HDFC ERGO), a leading private general insurance company in India, has long been recognized for its innovative approach to delivering comprehensive coverage solutions across various lines of business, including health, fire, and motor insurance. Riding on the motto of ‘Customer First’, HDFC ERGO has a multi-channel distribution network of 1+ lakh advisors with ~300 offices and 600+ Digital Offices spread across the country, enabling it to ‘Insure More, Serve More, Reach More’.

The company continues to invest in developing robust digital capabilities to ensure long-term success in the digital landscape.

Location

Mumbai, India

Industry

General Insurance

Products/ Services Utilized

Duck Creek Suite, Duck Creek OnDemand

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Reimagining P&C Insurance with AI: HDFC ERGO’s Digital Leap with Duck Creek OnDemand

Discover how HDFC ERGO transformed its operations, accelerated product launches, and delivered superior customer experiences with a future-ready SaaS platform.

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