A leading India based insurance company ran customer onboarding through paper application forms, collected by sales teams spread across geographies, then scanned and routed to a central operations team for processing. The process was entirely manual, with a high turnaround time and no way to flex with unpredictable demand.
• High TAT for completing onboarding formalities
• Inconsistent KYC quality, creating compliance exposure
• Manual, paper-based process with no room to scale
• Lengthy sign-up experience for new customers
• Weak customer experience overall, especially during campaign-driven demand spikes
Aiwozo deployed agents to handle the onboarding journey end-to-end from form capture to policy underwriting automating roughly 90% of the process.
Capture agents digitized the insurance application at the source, using computer vision and Intelligent Data Capture (ICR) to read scanned forms accurately.
Validation agents checked supporting KYC documents for completeness and validity at the local scanning point, catching issues before they became delays between operations and sales teams.
Underwriting agents auto populated the extracted data into the Policy Administration System (PAS), completing the fields needed for policy issuance without manual re-entry.
Key business and operational challenges that limited performance, scalability, and governance before automation was introduced.
