L I F E I N S U R, ~
June 27, 2019
General Manager Vice President
Listing Department Listing Department
BSE Limited, National Stock Exchange of India Limited
Phiroze Jeejeebhoy Tower, 'Exchange Plaza',
Dalal Street, Bandra-Kurla Complex,
Mumbai 400 001 Sandra (East), Mumbai 400 051
Dear Sir/Madam,
Please note the Company's presentation as a part of experiential session on technology
held on June 27, 2019, which was attended by the investors/analysts as highlighted in
Annexure A.
Thanking you.
Yours sincerely,
For ICICI Prudential Life Insurance Company Limited
tl-. '
~~~
Vyoma Manek
Company Secretary
ACS 20384
Encl.: As above
ICICI Prudential Life Insurance Company Limited
1" Floor, Cnergy IT Park, Appasaheb Marathe Marg, Prabhadevi, Mumbai • 400025.
Regd. Office : ICICI Prulife Towers, 1089, Appasaheb Marathe Marg, Prabhadevi, Mumbai · 400025. India. Visit us at www.iciciprulife.com
Phone: 022-5039 1600, Fax: +91 22 2422 4484, Email:
[email protected] CIN : L66010MH2000PLC127837
Theme Logo
June 27, 2019
4P strategy
Protection
Premium Customer centricity
VNB Growth Persistency
Growth continues to be at the core
Productivity
2
4P strategy
Technology @ ICICI Prudential Life is a key business enabler
3
Our vision for Technology
To create scale with simplicity for Customers,
Distributors and Employees
Enable seamless integration Foster innovation to proactively
with rapidly evolving eco- achieve superior business
system results and customer
satisfaction
4
Objectives
Strengthening the Support new
Be future ready
core growth engines
5
Policy lifecycle – Powered by Technology
Maturity/
Consider Purchase On-boarding Servicing
Claims
Marketing
Products
Sales and Distribution
Underwriting
Customer Service & Claims
Digital & IT
6
Our journey
2001-2004 2005-2010 2011-2018 2019
Celent
global Seamless
Core system Peripheral Digital model integration with
tools systems transformation award
AI, ML, NLP
• Policy Admin System • Underwriting engine • Simplified on boarding • Nudge engine
• Investment & Treasury • Workflow • Underwriting • Conversation
• Customer Relationship • Data warehouse automation Bots
Management • Claims • Robotic processing • Data insights
• Financial Accounting • Payout • Anytime anywhere • AI underwriting
transactions • AI OCR
• Modular partner • Image
integration architecture recognition
AI : Artificial Intelligence | ML : Machine Learning
7
NLP : Natural Language Processing |OCR : Optical Character Reader
Our journey
2001-2004 2005-2010 2011-2018 2019
Celent
global Seamless
Core system Peripheral Digital model integration with
tools systems transformation award
AI, ML, NLP
• Policy Admin System • Underwriting engine • Simplified on boarding • Nudge engine
• Investment & Treasury • Workflow • Underwriting • Conversation
• Customer Relationship • Data warehouse automation Bots
Management • Claims • Robotic processing • Data insights
• Financial Accounting • Payout • Anytime anywhere • AI underwriting
transactions • AI OCR
• Modular partner • Image
integration architecture recognition
Let’s zoom in to the digitalization era
AI : Artificial Intelligence | ML : Machine Learning
8
NLP : Natural Language Processing |OCR : Optical Character Reader
Digital evolution path to maturity
1 2 3 4
Build digital foundation Digitize onboarding and service Leverage ecosystem Market leadership
Optimize processes Build seamless presentation Collaborate with internal stakeholders IT as an enabler for
and systems layer And partners for enhancing Business innovation
experience and productivity
• Process re- • Process • Integrate internal, • Seamless AI, ML,
engineering automation Partner systems NLP interventions
• Technology • Build seamless and external in the journey
architecture presentation layer ecosystems
• Enhance
• Service • Integration • Provide frictionless experience and
architecture architecture journey productivity
End to end digitalization of journeys Leverage ecosystems and tech advancements
AI : Artificial Intelligence| ML : Machine Learning
9
NLP : Natural Language Processing
Objectives
Strengthening the Support new
Be future ready
core growth engines
10
Objectives
Data Lake on
Cloud
Robust High
Strengthening the security API Gateway
performance
core framework
reliable
systems
RPA –
Multi cloud
Intelligent
architecture
automation
API : Application Program Interface
11
RPA : Robotic Process Automation
Objectives
Real time
analytics -
nudge
Extend omni- Leverage AI
channel underwriting
Be future ready experience technology
advancements
Conversational
interfaces – AI claim
WhatsApp, Bots
AI : Artificial Intelligence
12
Objectives
Protection & Invest in Pensions &
Support new Health Annuity
growth engines emerging
interfaces
13
Objectives
Strengthening the Support new
Be future ready
core growth engines
To be the most admired digitally enabled insurer
14
Digital ecosystems
1 Pre-sales enablers for superior customer engagement
Policy lifecycle 2 Seamless onboarding and instant issuance
3 Omni-channel servicing and efficient claim settlement
Analytics and 4 Data mining for enabling business
marketing 5 Marketing tools to provide customized experience
6 Superior offerings for partners to ensure ring-fencing &
Partner integration
improve partner productivity
IT governance and 7 Robust backend monitoring of applications and periodic
security assessment to ensure data security
8 Leverage ecosystems to provide seamless platform for new
Foster innovation
growth engines
15
Pre sales
our capabilities
Lead Mgmt. Opportunity
Need Analysis System Matrix
Targeted at One stop
Targeted at
Bancassurance information for
Proprietary channel
channel partner to upsell
~100% usage
~100% usage and service
Started with
Know customer 100% coverage
Recently Proprietary LMS is now
better through for new joinees
launched channel VOICE enabled
social platforms (sales)
~70% usage
Customer Nudge Cognitive Learners
Voice LMS
Profiler Engine Bot Box
recent deployments
Onboarding and Issuance
our capabilities
Flexible Tele Robotic enabled
on-boarding underwriting issuance
Platform agnostic Robotic processing
Tele- underwriting: of all cases for
and available for all ~40% medical
channels faster issuance
cases waived off
Zero paper model;
All medical cases
Started for Agency 80% documents 3,000+ cases
are routed through
& Proprietary verified by OCR processed
the AI engine
channel
Instant
Paperless document Video based AI assisted
on-boarding verification(OCR) underwriting underwriting
recent deployments
Customer servicing and claims
our capabilities
Anytime… Premium Payment Intuitive IVR
…Anywhere
76% transactions self Over 60% renewal
serviced; single view premium through 50% navigation time saved
across touch-points electronic modes
AI based pre-claim
Conversational bots First life insurer to get assessment & claim
Over 1 mn queries business verified processing
resolved account Claim settlement ratio:
98.6%
Automated
LiGo WhatsApp
Claims Processing
recent deployments
Marketing & lead generation
our capabilities
Rank high on Segmented Hyper
Mobile first
online searches targeting personalisation
Machine learning used Reaching the Being the preferred Personalised
to rank us higher customer by mapping screen, all our content messaging to
when customers their interests and and journeys are handhold customers
search affinities designed for it throughout journey
Banners with built in Instant screen share
AI backed quote Facilitate auto form fill calculators for instant available for
quotes assistance in form fill
Truecaller Interactive
Selfie quote Co-browsing
Integration banners
recent deployments
Partner integration
our capabilities
Process Flexible
simplification integration
Modular integration
Superior customer for more than 100
experience partners
Enabling customer
Self service module Pre-coded pages for
service on partner
for Group business quicker integration
portals
Web Customer
Easy UI
portal service
recent deployments
Analytics
our capabilities
Actionable Data Smart
insights modelling solutions
Accelerate sales, Segmentation Pre approved offers
enhance customer Propensity Provide best offer to
experience & data Campaigns customer
personalization Customer interaction Improve persistency
Artificial Intelligence &
Using best technology Machine Learning used to
available to process the data analyze structured &
unstructured data
Google Big Query, Data lake
Hadoop, Python solution
recent deployments
Backend assurance
our capabilities
Critical IT applications Information security
monitoring governance
Ensure scalability, sustainability
and In line with ISO 27001
security
Unplanned downtime
Unified dashboard for Page response time for critical
real time monitoring improved to less than applications reduced
of 100+ systems 5 secs to ‘ 0 ‘
Real time
Performance System health
monitoring &
enhancements check
alerts
recent deployments
Thank you
23
Annexure A
Sr. No Location Type Of Meeting Investor/Analyst
1 Mumbai ·Group Nomura
2 Mumbai Group B&K Securities
3 Mumbai Group ICICI Securities
4 Mumbai Group SBI Cap Securities
5 Mumbai Group BNP Paribas
6 Mumbai Group J.P.Morgan
7 Mumbai Group Jefferies
8 Mumbai Group JM Financial
9 Mumbai Group HDFC Securities
10 Mumbai Group Citi Bank
11 Mumbai Group Deutsche Bank
12 Mumbai Group Goldman Sachs
13 Mumbai Group Emkay Global
14 Mumbai Group Investec Securities
15 Mumbai Group Kotak Institutional Equities
16 Mumbai Group Motilal Oswal
17 Mumbai Group CLSA
18 Mumbai Group IIFL
19 Mumbai Group Spark Capital
20 Mumbai Group Edelweiss
21 Mumbai Group GCIMB
22 Mumbai Group Morgan Stanley
23 Mumbai Group Ambit
24 Mumbai Group UBS
ICICI Prudential Life Insurance Company Limited
1" Floor. Cnergy IT Park, Appasaheb Marathe Marg, Prabhadevi, Mumbai• 400025.
Regd. Office : !CIC! PruLife Towers, 1089, Appasaheb Marathe Marg, Prabhadevi, Mumbai• 400025. India. Visit us at www.iciciprulife.com
Phone: 022-5039 1600, Fax: +91 22 2422 4484, Email:
[email protected] GIN: l66010MH2000PLC127837
