SUD Life Deploys AI Voice Bot to Handle Policy Queries and Service Requests
Star Union Dai-ichi Life Insurance has launched a proprietary AI voice bot that handles policy information, premium payments, and service requests in English and Hindi. The bot operates 24/7 and aims to reduce wait times and manual service touchpoints for its 1.52 crore policyholders.
The voice bot answers questions about policy details, premium due dates, and payment status. It also processes service requests without requiring customers to speak with a representative. The company designed it to work for both existing policyholders and new customers exploring products.
SUD Life received external validation when the solution won "Best Use of Technology to Enhance Customer Experience" at the UBS Forums Insurance Summit.
Backend Operations Changes Support Faster Processing
Beyond the voice bot, SUD Life has automated backend operations to speed up service delivery. The company increased use of ECS and auto-debit mandates for premium collection, which has reduced policy lapses and improved persistency ratios.
Workflow automation in claims payouts and auto-receipting for online renewals have cut manual errors and reduced administrative work for both customers and staff. SUD Life also simplified its premium handling process to align with recent regulatory and tax changes.
Wellness App Adds Self-Service Options
The company's "You Matter" app lets policyholders access policy details and self-service functions alongside wellness content like guided yoga and fitness sessions. The app targets customers who prefer handling routine tasks independently.
Scale and Staffing
SUD Life operates 170+ offices and employs over 6,000 people. The company said it is using technology-driven operations to maintain service consistency as it expands its customer base.
For insurance professionals, the deployment illustrates how voice automation and backend process changes can coexist-one handles customer interactions while the other reduces operational friction. Neither replaces human staff entirely; instead, they redirect human effort toward complex cases that require judgment.
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