As India’s insurance landscape transforms in the digital age, SBI General Insurance is at the forefront, using emerging technologies to improve access, speed, and transparency in insurance services. Under the leadership of Udayan Joshi, Chief Operating Officer, the company is innovating across multiple fronts—from digital inclusion and AI-powered claims to reinsurance strategies and fraud prevention.
Breaking barriers: Digital inclusion in underserved markets
“SBI General Insurance’s goal is to make insurance easily accessible to every Indian, regardless of their geographical location,” says Udayan Joshi, reinforcing the company’s commitment to the vision of Insurance for All.
With mobile-first platforms tailored to support regional languages and overcome digital literacy barriers, the company is strengthening its outreach in rural and semi-urban markets. “We are leveraging our expansive bancassurance network, digital tools, and community-based partnerships to penetrate underserved markets,” Joshi adds. Tech-driven onboarding tools such as e-KYC, Aadhaar-based verification, and QR-code scanning are simplifying the policy issuance process, backed by awareness campaigns that foster financial inclusion.
AI-enabled claims: Driving speed, transparency, and trust
Recognising that claims are the most critical touchpoint in customer engagement, SBI General Insurance is investing heavily in automation and AI. “We’ve adopted AI-based claims assessment, real-time tracking, and image-based loss verification tools that reduce the need for physical surveys,” Joshi explains.
From Optical Character Recognition (OCR) to Natural Language Processing (NLP), the insurer is using cutting-edge tech to deliver rapid turnaround times for both cashless and reimbursement claims. “Video assessments, chatbot-led claim intimation, and automated documentation are helping us process certain claims in under 24 hours,” says Joshi. In the case of motor insurance, minor claims can be auto-approved through AI and historical data insights—creating a seamless and frictionless customer experience.
Smarter underwriting: The power of data and AI
Traditional underwriting is being reimagined at SBI General Insurance. “AI and data analytics are transforming our underwriting from a rule-based process into a dynamic, insight-led function,” says Joshi. By integrating external data—like credit scores and geolocation indicators—with internal profiles, the company is able to personalise premiums and forecast claims more accurately.
For commercial insurance, advanced tools like satellite imagery and IoT data are being used for real-time risk assessment of properties and crops. “These advancements not only increase efficiency but also improve profitability and customer satisfaction,” adds Joshi.
Reinsurance as a strategic lever
In an industry exposed to volatility, reinsurance acts as a crucial buffer. “Reinsurance is an essential component of our risk management and financial sustainability strategy,” notes Joshi. By transferring high-risk exposures to global reinsurers, the company ensures balance sheet protection and stable underwriting capacity. “Our reinsurance partners bring in risk modelling expertise, helping us manage complex risks like natural disasters or industrial exposures,” he points out.
How technology is reimagining customer experience
From WhatsApp support to self-service portals, the company is creating a multi-channel digital claims ecosystem. “We’ve created an integrated ecosystem where customers can raise, track, and close claims through their preferred channel—be it our mobile app, website, WhatsApp, or contact centres,” says Joshi.
Pre-filled forms, real-time tracking, and digital loss verification tools are being used to minimise customer effort and enhance transparency. “We are constantly gathering feedback through these platforms to refine the experience based on real-time customer insights,” hei notes.
Combating fraud with intelligence
With fraud tactics evolving in the digital age, SBI General is leveraging predictive analytics to stay ahead. “We have implemented an in-house predictive tool specifically designed for health claims investigation,” Joshi shares. Equipped with built-in triggers, the tool minimises the need for human discretion, enhancing both speed and accuracy.
“This automation streamlines the investigation process, freeing up resources for more impactful tasks,” he adds. Joshi also advocates for industry-wide collaboration: “To tackle the growing threat of cyber-crimes, businesses, governments, and regulators need to align their response strategies and foster cybersecurity awareness.”
The future of insurance: Blockchain and IoT on the horizon
Looking ahead, Joshi sees a future where insurance is proactive rather than reactive. “Technologies like blockchain and IoT are redefining the boundaries of what insurance can do,” he says. Blockchain ensures data integrity across transactions, while IoT devices—from vehicle telematics to wearable health monitors—enable real-time risk tracking and behaviour-based pricing.
“These technologies represent a transition from a ‘repair and compensate’ approach to a ‘predict and prevent’ model,” Joshi explains, emphasizing that insurers who adopt these tools will lead the next era of growth.
The road ahead: Vision and priorities
As COO, Joshi is driving SBI General’s innovation roadmap across multiple dimensions. “We are focusing on deepening our digital infrastructure, enhancing data intelligence for sharper underwriting, and expanding into underpenetrated markets with affordable and relevant products,” he says.
The company is also embracing strategic partnerships—with fintechs, health techs, and mobility platforms—to co-create ecosystem-based solutions. “Innovation is not just about technology; it’s about collaboration,” Joshi concludes.
In a dynamic insurance landscape, SBI General Insurance’s digital-first, inclusive, and customer-centric approach positions it well to lead the next phase of transformation—ensuring that no Indian is left behind in the insurance journey.
