Icici Lombard General Insurance Co. Ltd. · NSE:ICICIGI
Icici Lombard General Insurance — Jefferies India CTO Summit 2021
36 slides from Icici Lombard General Insurance's conference presentation, Nov 24, 2021
Slide 1: Regulation 30 disclosure cover letter
Ref. No.: MUM/SEC/207-11/2022 November 24, 2021 To, The Manager The Manager Listing Department Listing Department BSE Limited National Stock Exchange of India Limited Phiroze Jeejeebhoy Tower Exchange Plaza, 5th Floor, Plot C/1, Dalal Street G Block, Bandra-Kurla Complex Mumbai - 400001 Mumbai - 400
Slide 2: Details of investor/analyst meetings held on November 23, 2021
Details of investor(s) / analyst(s) meetings held on November 23, 2021 Sr. Type of Location Attendees: Fund/Firm No. Meeting 1 Mumbai One on One Baron Capital 2 Mumbai One on One GAM Internationals 3 Mumbai One on One Temasek Holdings Jefferies CTO Summit Abu Dhabi Investment Authority (ADIA) Aditya
Slide 3: Jefferies India CTO Summit
Jefferies India CTO Summit November 23, 2021
Slide 4: The Indian insurance market continues to evolve
The Indian insurance market continues to evolve Fast Growing Industry Rising customer expectations Need for innovation Low insurance penetration Personalized experience Rising disposable incomes and solutions Increasing smartphone & Instant gratification and Fast growing industry internet
Slide 5: Consumer preferences are changing
Consumer preferences are changing* Self- Social directed 80% of consumers would switch for more “personalized services” 57% willing to abandon purchase if not receiving “immediate response” Experiential 67% of consumers consider it “extremely Connected important” to be able to buy what they want, wh
Slide 6: Enabled by new age technologies
Enabled by new age technologies Big data & analytics Internet of things Consolidated view of all data and IoT space is heading towards generating value-creating insights greater maturity – telematics and via predictive models connected health Robotic process automation Cognitive services Automation
Slide 7: Digital solutions @ ICICI Lombard
Digital solutions @ ICICI Lombard 5
Slide 8: A quick glimpse of our solutions
A quick glimpse of our solutions
Slide 9: We build innovative solutions …
We build innovative solutions … Digital @ Scale Transformational innovation at scale Disrupt Transformational Impact Diffuse Innovation beginning to scale up Experiment Incremental innovation 7
Slide 10: … to engage with customers …
… to engage with customers … Reactive Customer Preparedness Customer Connect Proactive Empathy Assistive Transaction DIY Customer Empowerment 8
Slide 11: … across their journeys
… across their journeys Manage Process Engage Purchase Service Renew risk claims Partner Simplify Proactive Convenience Do It Yourself Connect Connected Ease of buying Manage risk & Simpler user Consumer Engaged throughout journey minimize loss experience empowerment customer 9
Slide 12: Engage
Engage Engage Datalake Drone iPartner Robo calling Nysa Instapolicy Telematics Phrasor Fraud Al Diet tracker ‘engines ello Doctor “ferent ior, COGNITIVE BOT irecre app Heath advisor NSUTe APP Breakin Al Whatsapp Healthscore™'* Health ee wackne etaspect | LTa keCa re icici @.Lombard Nibhaye Vaade 10
Slide 13: ILTakeCare app – Custodian of care platform
ILTakeCare app – Custodian of care platform Engage Enrolment 8,80,000+ Out patient Downloads Informatics services Health 10,47,000+ Claims Check-up Registrations 7,13,000+ 9.12 % Pharmacy Health Policy additions DAU : MAU ratio Records 28,500+ 38,500+ Tele-consults HRAs Activity Providers Tracker Ke
Slide 14: ILTakeCare - Digital Ecosystem
Engage ILTakeCare - Digital Ecosystem 12
Slide 15: Purchase
A BuauD Purchase Purchase Vehicle tracking Health print Phrasor MyRA Nysa ee loT Telematics Datalake Instapolicy Freshlook Travel advisor API 2.0 Health advisor Insure app Breakin Al “tecihai SME Digital cietracer Whatsapp Cognitive BOT — Robo calling Fraud Al S phi IX Hello Doctor Drone l Pa rtner
Slide 16: MyRA – BOT for SME Policy & Endorsement
MyRA – BOT for SME Policy & Endorsement Purchase Quote Policy Endorsement • Empowering • Auto assignment • Automated partners with to UW endorsement instant quote • End-to-end • Pricing decisions • Channel digital process enablement 89.5% SME policies were issued digitally in September 2021 as compa
Slide 17: SME Digital for young entrepreneurs
SME Digital for young entrepreneurs Purchase Zoya has started a new business and wants to insure her shipments. She goes to the website and gets a quote within seconds SME Digital portal launched in December 2020 allows startups and MSMEs to understand commercial insurance products, buy policies and
Slide 18: Nysa: New digital portal for distribution partners
Purchase Nysa: New digital portal for distribution partners Agent Service & Buying Flow Payment dashboard Claims • Web & mobile user • Partner with • Comprehensive • Rich endorsement interface payment specialist agent dashboard & claims module • Pre-fill 70% of fields • New ‘Lombard Pay’ • Multi-lin
Slide 19: Manage Risk
Manage Risk Manage risk API 2.0 Whatsapp SME Digital Insure app MyRA Health Al iPartner Hello Doctor Diet tracker Instaspect Soni Cognitive BOT ILTakeCare Nat Ca Instapolicy phinx Heatnscore Weahicle tracking Drone Hydrant loT "ene nortnysa Telematics Fraud Al Robo callin . ~poshlook Breakin Al voic
Slide 20: Holistic Risk Management Solutions
Manage risk Holistic Risk Management Solutions Impact Property Loss Prevention GPS Based Cargo Exercise for Risk Improvement Tracking Solutions 3000+ 600+ Corporates ODCs IOT To monitor Hydrant serviced Managed ODC Movement in difficult terrain Effectiveness 1900+ Marine Loss Control End-2-End AI Ba
Slide 21: Leveraging IoT to help customers manage their supply chain
Leveraging IoT to help customers manage their supply chain Manage risk 2014 2018 2019 2020 2021 GPS based International Integration with Temperature sensitive cargo 24X7 monitoring and vehicle tracking Container tracking Indian Railways eg Vaccine movement management of trips in transit (ROAD) Creat
Slide 22: Virtual Risk Assessment
Manage risk Virtual Risk Assessment ABC Warehouse Assam Automated Risk Report ICICI Lombard, Mumbai • AI based risk recommendation • Risk Benchmarking 3.6 • Claims related to Gaps Time savings of 3-4 days per assessment in the risk 20 All numbers presented are for IL standalone basis, unless specifi
Slide 23: Service
pnaa Be Service Service Fraud Al Sphinx Ph ' steep Telematics Freshlook rasor yorant lol SME Digital Insure app Healthscore Health advisor Health print N ysa Hello Doctor Vericie tracking VWWhatsapp iPartner Nat cat noe callin Dict tacker M y RA relepolioy Datalake Breakin Al : API 2.0 Health Al Dro
Slide 24: Convenience of DIY for group health endorsement
Service Convenience of DIY for group health endorsement Platform Underwriting Dashboard • Interface for channel • Auto-assignment • Automated & customer for UW deviations comprehensive dashboards • Real-time • Instant delivery of endorsements e-cards The time taken to process group health endorsemen
Slide 25: Leveraging digital in retail endorsements
Service Leveraging digital in retail endorsements Category Channel Solutions • Nil vs non-nil • Traditionally • Movement to DIY endorsements comes through platforms call center and • Type of physical channels • Move to STP and endorsement varies real-time by product endorsements 73.5% of agency moto
Slide 26: Process claims
Process claims Process claims 24
Slide 27: Instaspect: Virtual Motor Survey
Instaspect: Virtual Motor Survey Process claims 672 CSMs and 5697 Garages enabled Average 2300 surveys daily 23K+ Photos uploaded daily 79.4% of motor OD claims were serviced through the Instaspect All numbers presented are for IL standalone basis, solution in September 2021 as compared to 60.8% in
Slide 28: Health AI: Cashless authorization in 90 seconds
Health AI: Cashless authorization in 90 seconds Process claims Auto inward of the Case details validated ML algorithms check request by the system admissibility + IL customer met with an accident and was admitted Hospital submits in hospital at cashless request at 12:30 am 12:57 am Auto tagging of c
Slide 29: Fraud AI: Identification at claim intimation
Process claims Fraud AI: Identification at claim intimation Fraud detection & decision matrix No Risk No investigation Low Risk Investigation on doctor’s perusal Medium Risk Machine learning algorithms High Risk Mandatory help in triggering claims for Very High Risk investigation investigation in
Slide 30: Renew
YO Renew Renew Nat cat Telematics Travel advisor Healthscore Vehicle tracking Health advisor Diet tracker | n S U re a p p sprin FYESAIOOK reuse VOICE BOT Sie vista MyRA Cognitive BOT mnsissea API 2.0 Breakin Al iPartner®°s:2 Robo calling Health Al Datalake Hello Doctor ILTakeCare Instapolicy Hydran
Slide 31: Ninja CRM: Scaling distribution with enhanced efficiency
Ninja CRM: Scaling distribution with enhanced efficiency Renew Core Lead Customer application Dashboard management engagement • Multi-lingual • RPA to pull data • Comprehensive • Customer DIY Android & iOS app directly from OEM real-time DIY renewal process portals dashboards • Automated lead • Auto
Slide 32: Proactive Voice BOT based renewals
Renew Proactive Voice BOT based renewals Orchestrates and measures customer experiences using BOT built-in capabilities Predictive engagement Intelligent AI BOT Bring in agents at the right moment Fast, personalized service Uniform user experience 30
Slide 33: Culture of Innovation @ ICICI Lombard
Culture of Innovation @ ICICI Lombard Digital @ Scale Solutions that scale up across our business Disrupt Use Data Science and AI to build disruptive solutions Diffuse Set up micro- enterprises for development and Experiment adoption of innovation Agile teams creating new solutions on cloud 31
Slide 34: Innovation @IL continues across customer journeys
Innovation @IL continues across customer journeys It is not the strongest of the species that survives, nor the most intelligent Manage Process that survives. It is the Engage Purchase risk Service claims Renew one that is the most adaptable to change Charles Darwin 32
Slide 35: Thank you
9 ICICI ELombard Thank you
Slide 36: Safe harbor
Safe harbor Except for the historical information contained herein, statements in this release which contain words or phrases such as 'will' , 'would' , ‘indicating’ , ‘expected to’ etc., and similar expressions or variations of such expressions may constitute 'forward-looking statements'. These for
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