HDFC ERGO General Insurance has ramped up its use of artificial intelligence, data and digital tools in 2025 to speed up service delivery and widen access, and expects technology to play an even bigger role in 2026 as it targets “hyper-personalised” customer experiences, its president and chief technology officer Sriram Naganathan said.
“In 2025, we harnessed the power of AI, data and other digital tools to make services seamless, accessible and secure for every customer,” Naganathan said, adding that the insurer migrated to a more advanced platform to support faster turnaround times, higher accuracy and significantly improved ability to scale.
The push comes as insurers race to modernise operations and meet rising expectations from customers who want policies and claims handled digitally, with minimal paperwork and faster resolution. At the same time, companies are facing heightened scrutiny on digital trust as more personal and financial data moves online.
Naganathan said HDFC ERGO strengthened its focus on cybersecurity as “digital safety takes the centre stage” in industry discussions, positioning security as a core element of customer trust rather than a back-end function.
He also pointed to deeper engagement with India’s InsurTech ecosystem as insurers look for new ways to improve customer service and streamline processes. HDFC ERGO has continued to work with start-ups to bring new ideas into the business, he said, citing the second edition of “TechPreneur”, an open platform that invites proposals from startups across the country.
The insurer is also pushing what it described as sustainable innovation through its innovation lab with IIT Bombay, with a couple of initiatives from the lab going live, Naganathan said.
Looking ahead, he said HDFC ERGO aims to use “AI powered and hyper-personalised experiences” to reach customers consistently and sustainably, including those in remote parts of the country.
“By deploying cutting technology with a deep understanding of our customers, we are committed to building an agile, impactful ecosystem that makes every life we touch more secure and hassle-free,” Naganathan said.
