ITC Infotech > Resources > Case Studies > A Leading Indian Life Insurer Simplifies Policy Understanding With AI-powered Customer Engagement

A Leading Indian Life Insurer Simplifies Policy Understanding With AI-powered Customer Engagement

July 31, 2026

A leading Indian life
insurer simplifies policy
understanding with
AI-powered customer
engagement

AT A GLANCE

To meet customer expectations for simpler and more transparent insurance experiences, the client wanted to simplify lengthy policy documents and reduce customer dependence on service teams. ITC Infotech deployed a generative AI-powered policy simplification capability to provide clear policy summaries, real-time guidance, and personalized recommendations. The solution strengthened customer engagement, improved transparency, and made customer service more efficient.

Customers understand

the policies faster​

Real-time

AI-assisted query
resolution​

Personalized
recommendation

for cross- and up-selling​

THE NEED FOR CHANGE

Complex policy information degraded customer engagement

Insurance policy documents often contain detailed terms, conditions, exclusions, and legal language that can be difficult for customers to understand. This complexity created confusion, reduced transparency, and increased reliance on customer support teams for policy explanations and routine queries. The business also wanted to strengthen customer confidence while improving service efficiency through faster, more accessible information.

  • Complex policy documents
  • Limited policy transparency
  • High service dependency
  • Slow query resolution
  • Customer confusion and mistrust
  • Manual policy explanations

The business needed a simpler and more transparent way for customers to understand policy information, access instant guidance, and engage with insurance services more confidently.​

ARCHITECTING THE TRANSFORMATION

An AI-powered policy guidance experience

We established a GenAI-enabled policy simplification solution that helps customers quickly understand policy information while improving self-service capabilities.

Using advanced document parsing and agentic AI, the solution generates policy summaries, highlights key clauses and exclusions, provides personalized product recommendations, and enables real-time responses through a virtual assistant.

A centralized knowledge base ensures consistent customer guidance, improving transparency, accelerating query resolution, and reducing reliance on customer service teams. ​

THE IMPACT

Greater transparency, faster service, improved engagement

Improved customer understanding​​

Higher customer transparency​

Reduced service team effort​

Faster customer
assistance​

Increased agent
productivity​

Enhanced customer
engagement​

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