Going Paperless, Driving Change

An ‘unprecedented event’ and ‘the new normal’ have been two phrases that are heard the most in meeting rooms. The pandemic has brought about innovation and change effectively. It has made us reflect upon and review each and every process in our day-to-day activities. The lockdown made us redraft the entire operational manual. In Kotak Life, we started re-designing our way of life with the first lockdown in March. This included how we interacted with our employees, agents and customers. We looked into how we could ease and deliver our promise of ‘Hum Hain Hamesha’ (We are there forever). We took some instant initiatives like setting up a dedicated email id for customers facing financial difficulties and wanting to surrender their policies. We replaced customers’ habits and the need for visiting branches, which were functional since life insurance...