The current pandemic situation continues with the second wave spreading across the country. In these trying times, ICICI Lombard’s 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 one year of being extended to retail customers, the IL TakeCare app crossed the milestone of 5 lakh downloads. This is a testament to the consumer-friendly tools that the app offers to its diverse set of retail and corporate customers. Of the services offered on the app, the most popular are IL Hello Doctor (providing tele-consultation facility with qualified doctors), online claims Intimation and tracking, Chat with Expert (on topics such as nutrition, diet etc), Immunity Booster and Health Risk Assessment (to gauge current state of health). As the pandemic set in, the Hello Doctor feature which allowed free calling and teleconsultation was being operated 24*7 which resulted in an increase in the number of requests, amounting to over 15000 requests in the matter of a few months. On health claims intimation side, the app received over 25,000 requests in a short span of time. As on date, ICICI Lombard has digitized 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.
On the milestone, Amitabh Jain, Head of Underwriting & Claims – Motor and Health at ICICI Lombard, said, “Our present environment is one of great disquiet, and hence 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. The app is helping our customers resolve their insurance-related requests from the comfort and safety of their homes as also avail a host of wellness focused tools. At ICICI Lombard, our brand promise of ‘Nibhaye Vaade’ acts as the cornerstone of our customer-centric approach.”
The app usage also witnessed good traction on adoption of healthy tools, with 20-25% of the users regularly tracking their steps through the app. Additionally, the app houses a blog section that provides important information on topics of wellness, health and motor insurance claims among others to the users which have been extensively used by the readers during the pandemic. The pandemic saw a surge in customers visiting the blog section with more than 1 lakh users visiting it regularly.
Taking a cue from the interest in information related to health and wellness, 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.
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