India's Leading Insurer Streamlines Policy Validation with Automation

One of India’s leading general insurance providers—renowned for its extensive portfolio of motor, health, travel, and property insurance products—had established itself as a trusted name in the industry. With a rapidly expanding customer base and a strong presence across digital and offline channels, the insurer was committed to delivering seamless service experiences at scale.

The Challenge: Fragmented Data Sources

For the insurer, issuing a new motor policy depended on one critical step—updating the customer's No Claim Bonus (NCB) slab in the core insurance system on a daily basis. However, this was far from simple. To complete the process, the team had to verify previous policy details from both private and public sector insurance providers. This meant manually checking disparate data sources, navigating outdated portals, and cross-referencing physical and digital records—all of which slowed down operations and introduced room for error.

The process became particularly overwhelming during renewal cycles, when high volumes strained internal teams. For the Chief Information Officer (CIO), the lack of automation in such a fundamental workflow highlighted a growing gap in the company’s digital strategy. The inefficiencies weren’t just about productivity—they were directly affecting turnaround times, customer satisfaction, and the insurer’s ability to scale operations smoothly.

What once seemed like a backend administrative task had now become a visible pain point impacting service quality and strategic objectives. The leadership recognized that continuing with a manual approach was no longer sustainable. A faster, smarter, and more reliable solution had become a top business priority.

The Solution: RPA-Powered Automation

To address the growing complexity and inefficiencies in No Claim Bonus (NCB) validation, the insurer partnered with Datamatics to implement an intelligent, automation-led solution. At the core of this transformation was Datamatics TruBot, an enterprise-grade Robotic Process Automation (RPA) platform designed to automate rule-based, high-volume processes with precision.

TruBot was configured with business-specific logic to validate NCB slabs based on a customer’s policy history—whether issued by private or public sector insurers. The bots could autonomously access multiple external data sources, extract historical policy details, and verify eligibility against pre-set criteria. This eliminated the need for manual checks and drastically reduced processing times.

Once validation was complete, TruBot seamlessly updated the corresponding NCB status in the insurer’s core system, ensuring real-time data accuracy and policy issuance readiness. The entire process, previously dependent on human intervention, became touchless, faster, and error-free.

By integrating TruBot into this mission-critical workflow, the insurer not only reduced turnaround time but also improved compliance, accuracy, and scalability. The solution freed up teams for more value-driven tasks while aligning the company’s operations with its broader digital transformation vision.