Tata AIG 

 Assignment : Reflection – Storytelling 

 Design Thinking Innovation ( University of Virginia ) 

 Javier Vega   6/14/2020 

 Reflection - StoryTelling 

 Challenge & Selection   I work for an Insurance company based out of India . My respective department is Innovation & Digital   Transformation . I work with the Analytics , IT and Business Teams closely to discover better ideas and   solutions to increase business efficiency and profitability . Our team comprises of 6 employees , each   from a different background and having multiple skill sets . In Insurance Industry , we are the risk takers   for any consumer and in exchange of Premium ( Amount paid by the consumer to protect an asset in   case of any uncertainty ) , we assure them a promise . For the consumer , the only value that he / she has   from an Insurance document is the service . For us , customer satisfaction matters the most and is an   important component for us to renew that customer for her/ his future needs as well . The basic motto   of our department is to develop certain tools and methods to provide customer a seamless service in   purchase of policy and a efficient experience in claim settlement . A customer can have various claims in   his lifetime , like health , motor or any general Insurance Claim . Its our duty to be the best on the ground   and help the customer in all sort of ways . We give our best as an organization , but its always important   for us to keep our customer ’s demand and expectations in mind too . It might be that we would be   thinking from an organizational point of view keeping profit / loss in mind , but its always important to   hear the customer too . During the Coronavirus Pandemic , we decided to have a conversation with our   golden customers and listen to them . Surprisingly , we came across a unilateral view that we were still   being a Traditional Insurance Company and we had great opportunities in the Digital Field . For us the   focus was now , not to be only an Insurance Provider but also a Tech savy company with digital solutions   on the go . We had to deliver digital solutions to the customer , where he could instantly claim for   settlement in case of any loss , i.e. , the customer need not follow up with the helpline / customer care   executives or go to the Insurance Office with a lot of policy documents , but instantly receive a claim   settlement at the comfort of his location . 

 Selection   The reason for selecting the Story telling tool was intimating all the teams the consumer experiences .   We have a duty of covering their losses in case of any uncertainty and we wanted to view the digital   solutions that could be provided by the organization for digital claim settlement , efficiently and   paperless . 

 Application   We had a word with around 40 - 50 customers and all of them had a unilateral view of digital claim   settlement . No one wanted to get out of their home for any claim issues and wanted to solve it from   his / her place itself . We had a word with the IT Team and they said we would require a streamlined data   structure aligned with the company ’s website with real time tracking of the claim . I remember giving   them an example of a lady who was in her mid 70s , she had to claim for her husband ’s health expenses 

 and she was in a complete mess with respect to understanding the Claims Procedure and the steps to be   take for claim settlement . The TAT for any settlement is 7 days but it took 20 days for her to complete   this process . We had to design a structure which could instantly allow the user to upload all the   necessary documents on the portal and ask for a claim settlement on the go . It was difficult to start with   all the verticals together so we planned to take Motor Claims as a priority and started working on it .   There are various documents which are required from the Customer ’s side for a motor claim and he / she   also has to travel to the Service Station for the Claims Process . We came on a conclusion to automate   the entire claim process . With the help of Business Teams , IT Team & our Customer Support Team , we   hosted a helpline , anyone who had a claim could just call on the given contact details and start the   procedure . The following steps were to be followed : 

    Call the Helpline . 

    Register the Claim , Mention Policy Details and the Insuree name . 

    Provide the details of the Car ’s location and if any assistance was required ( car to be taken to   the service station/ picked up from home ) 

    Upload the necessary documents   on the web portal 

    Track the claim 

    Car drop to Customer after the claim being settled and the car being repaired 

 Insight   After this process being launched for our Motor Claim Vertical , we went on ground and had a feedback   session with all our Motor Claim customers . They all were very much satisfied and they also encouraged   us to start this process for all our verticals . We took it as a challenge and started thinking on various   modules on how we can provide value to the customer . We recently are building a customer ’s app   which could help the customer raise a claim without calling the helpline and just uploading the video/   image of the car . The process would become more efficient and could help company save on various   expenses as well . It could make our company the first mover on Claim Surveyance , first in the industry   with Instant Claim Settlement Quotations . Though it needs a lot of data modeling and IT Support , we are   building are infrastructure for the same as this is the defined future . 

 Approach   For us as an organization , the StoryTelling Tool , really worked well . For any organization , its necessary to   listen to its customers and the services that they might be expecting for better brand building and   increasing sales as well . I think these customer experiences , mattered the most for all the teams and   they were working to achieve a common target , i.e. , Customer Satisfaction . 

 Over the months , our customer base has increased rapidly . The customer is fully satisfied with the   services and we also have achieved an increment % in retaining our valuable customers . We are nomore   a traditional insurance company but a tech savy Insurance Providers . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Javier Vega
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Tata AIG 

 Assignment : Reflection – Storytelling 

 Design Thinking Innovation ( University of Virginia ) 

 Javier Vega   6/14/2020 

 Reflection - StoryTelling 

 Challenge & Selection   I work for an Insurance company based out of India . My respective department is Innovation & Digital   Transformation . I work with the Analytics , IT and Business Teams closely to discover better ideas and   solutions to increase business efficiency and profitability . Our team comprises of 6 employees , each   from a different background and having multiple skill sets . In Insurance Industry , we are the risk takers   for any consumer and in exchange of Premium ( Amount paid by the consumer to protect an asset in   case of any uncertainty ) , we assure them a promise . For the consumer , the only value that he / she has   from an Insurance document is the service . For us , customer satisfaction matters the most and is an   important component for us to renew that customer for her/ his future needs as well . The basic motto   of our department is to develop certain tools and methods to provide customer a seamless service in   purchase of policy and a efficient experience in claim settlement . A customer can have various claims in   his lifetime , like health , motor or any general Insurance Claim . Its our duty to be the best on the ground   and help the customer in all sort of ways . We give our best as an organization , but its always important   for us to keep our customer ’s demand and expectations in mind too . It might be that we would be   thinking from an organizational point of view keeping profit / loss in mind , but its always important to   hear the customer too . During the Coronavirus Pandemic , we decided to have a conversation with our   golden customers and listen to them . Surprisingly , we came across a unilateral view that we were still   being a Traditional Insurance Company and we had great opportunities in the Digital Field . For us the   focus was now , not to be only an Insurance Provider but also a Tech savy company with digital solutions   on the go . We had to deliver digital solutions to the customer , where he could instantly claim for   settlement in case of any loss , i.e. , the customer need not follow up with the helpline / customer care   executives or go to the Insurance Office with a lot of policy documents , but instantly receive a claim   settlement at the comfort of his location . 

 Selection   The reason for selecting the Story telling tool was intimating all the teams the consumer experiences .   We have a duty of covering their losses in case of any uncertainty and we wanted to view the digital   solutions that could be provided by the organization for digital claim settlement , efficiently and   paperless . 

 Application   We had a word with around 40 - 50 customers and all of them had a unilateral view of digital claim   settlement . No one wanted to get out of their home for any claim issues and wanted to solve it from   his / her place itself . We had a word with the IT Team and they said we would require a streamlined data   structure aligned with the company ’s website with real time tracking of the claim . I remember giving   them an example of a lady who was in her mid 70s , she had to claim for her husband ’s health expenses 

 and she was in a complete mess with respect to understanding the Claims Procedure and the steps to be   take for claim settlement . The TAT for any settlement is 7 days but it took 20 days for her to complete   this process . We had to design a structure which could instantly allow the user to upload all the   necessary documents on the portal and ask for a claim settlement on the go . It was difficult to start with   all the verticals together so we planned to take Motor Claims as a priority and started working on it .   There are various documents which are required from the Customer ’s side for a motor claim and he / she   also has to travel to the Service Station for the Claims Process . We came on a conclusion to automate   the entire claim process . With the help of Business Teams , IT Team & our Customer Support Team , we   hosted a helpline , anyone who had a claim could just call on the given contact details and start the   procedure . The following steps were to be followed : 

    Call the Helpline . 

    Register the Claim , Mention Policy Details and the Insuree name . 

    Provide the details of the Car ’s location and if any assistance was required ( car to be taken to   the service station/ picked up from home ) 

    Upload the necessary documents   on the web portal 

    Track the claim 

    Car drop to Customer after the claim being settled and the car being repaired 

 Insight   After this process being launched for our Motor Claim Vertical , we went on ground and had a feedback   session with all our Motor Claim customers . They all were very much satisfied and they also encouraged   us to start this process for all our verticals . We took it as a challenge and started thinking on various   modules on how we can provide value to the customer . We recently are building a customer ’s app   which could help the customer raise a claim without calling the helpline and just uploading the video/   image of the car . The process would become more efficient and could help company save on various   expenses as well . It could make our company the first mover on Claim Surveyance , first in the industry   with Instant Claim Settlement Quotations . Though it needs a lot of data modeling and IT Support , we are   building are infrastructure for the same as this is the defined future . 

 Approach   For us as an organization , the StoryTelling Tool , really worked well . For any organization , its necessary to   listen to its customers and the services that they might be expecting for better brand building and   increasing sales as well . I think these customer experiences , mattered the most for all the teams and   they were working to achieve a common target , i.e. , Customer Satisfaction . 

 Over the months , our customer base has increased rapidly . The customer is fully satisfied with the   services and we also have achieved an increment % in retaining our valuable customers . We are nomore   a traditional insurance company but a tech savy Insurance Providers .
### Output: 