The Covid-19 crisis has seen private sector life insurance provider Edelweiss Tokio Life Insurance, a joint venture between Mumbai based Edelweiss Financial Services and Japanese life insurance firm Tokio Marine, adapt to the changed environment with a renewed focus on digital processes in its operations.
Traditionally, the insurance sector has relied heavily on in-person interactions with customers. Following the nationwide lockdown on account of the Covid-19 crisis, Edelweiss Tokio had to shift all its communications into digital mode in a matter of days.
The BCP (business continuity process) plan by the company was deployed in early March with a team that was set up to monitor the progression of Covid-19 across the country. Despite being an essential service the company was able to continue providing its services.
It was also the perfect time for COO Nilesh Parmar to introduce ‘dial for success’ which helped the company’s employees enhance skill sets and learn new competencies in order to carry out interactions more efficiently with customers.
In an interview with TechCircle, Parmar spoke about the initial BCP transition process, how Edelweiss Tokio coped with the lockdown and how it charted a plan towards the digital domain, with digital consultancy now becoming a major part of the company’s operations.