ICICI
Lombard launches 25 Innovations on its 25th Anniversary!
- Marks
25 Years of Keeping Promises with 25 customer-first innovative solutions
- New
offerings across health, motor, home, travel and commercial insurance
Mumbai / Chennai, 03 August
2026: ICICI Lombard General Insurance, India’s largest private
general insurance company, today unveiled 25 Innovative solutions across multiple
lines of business as part of its Silver Jubilee celebrations. The company has
surpassed its earlier record of 14 new launches on one single day and is now
launching 25 innovations on one day, with 5 industry-firsts. These solutions exemplify our customer first approach, uniting
a customer centric mindset with the power of new age technologies like AI, across
the insurance lifecycle.
Over the last 25 years,
ICICI Lombard has evolved alongside the changing needs of customers,
continually expanding the role of insurance beyond financial protection. Having
served over 500 million customers* and settled more than 60 million claims*, the
company is now shaping the next phase of protection through innovations that
help customers not only recover from risks but increasingly anticipate and
manage them.
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Speaking on the occasion, Sanjeev
Mantri, Managing Director & CEO, ICICI Lombard, said, "For 25
years, the ethos of ICICI Lombard has been simple - to stand by our customers for
promises we have made and innovate for every promise of tomorrow.
On the momentous occasion of
our Silver Jubilee, I would like to express our gratitude to our entire
ecosystem of stakeholders – customers, partners, employees, shareholders and
Regulators for their trust and support. On this landmark day, we decided to
renew our promises to our customers and as part of our celebrations, have
launched 25 innovative solutions. These offerings will enable us to service
diverse needs of our customers and help in making insurance more personalised,
meaningful and future-ready.”
Key highlights from
the 25 innovations are as follows:
Next Gen Products
Elevate Her: A
life-stage-based modular Women Care product that integrates OPD, wellness,
maternity, preventive care and women-cancer related financial protection into a
single solution. For the first time in the industry, it offers four customised
plans to support women across different life stages with a seamless transition
as their needs evolve.
Paw Care: A
comprehensive pet insurance plan for our customer’s furry family members, covering
veterinary expenses, emergencies, illnesses, accidents, surgeries and routine care
for pets. It has industry leading features such as long term coverage and Radio
Frequency Identification (RFID) tag based discounts.
Complete Home Protect: Complete Home Protect is a modular and
comprehensive lifestyle protection solution designed for homeowners, from
starter homes to high end luxury residential properties. The product protects
interiors, jewellery, art, collectibles, and furnishings, and for the first
time offers multiple cashless home assistance services and policy tenure
options of up to 30 years. Additionally, it offers a fixed capital appreciation
annually for long term policies
and additional living expenses if your home becomes inhabitable,
addressing evolving consumer needs.
Elevating Service Experience
Digital Branch
@Sidddhivinayak (Industry First):
India’s first digital insurance branch in a metro transit environment,
combining self-service and assisted journeys for Health, Motor and Travel
insurance. It enables policy purchase, renewals, claims registration and
tracking, online KYC, document submission and digital servicing. The branch
also aligns with how customers expect services today - instant, seamless and on-the-go.
Motor Service Assure
(Industry First): A time-assured roadside assistance service
that provides battery charging support, vehicle towing and minor on-site
repairs during breakdowns or accidents. It offers a 30-minute service
commitment, 24x7, across 15 cities in India. The proposition strengthens
service consistency, elevates customer experience during high stress
situations, and reaffirms ICICI Lombard’s commitment to predictable, time bound,
superior assistance.
Motor Sahayak: A
premium service offering for private car customers that provides immediate
assistance during vehicle related emergencies. It integrates emergency
assistance, legal and procedural facilitation, reimbursement of defence-related
expenses, and vehicle documentation assistance, providing customers complete
peace of mind.
Specialised Service Desk: ICICI
Lombard's Unified Service Offering is now personalised with Specialised Service
Desks. These have been designed to provide Senior citizens and other preferred
customer groups with priority access and personalised assistance, for a faster
& seamless service experience.
AI-led Innovations
Voice AI (Industry First): Voice AI Driven Customer Enablement platform is
an advanced conversational solution that supports customers through natural,
human-like voice interactions across the entire insurance journey - from policy
queries and modifications to seamless, end-to-end policy purchase and payment
completion. It converses with customers
in Hindi & English, with 24x7 availability, enabling customers to request
callbacks at any time convenient to them.
The
Voice bot is also trained to act as a Sales Agent, completing the entire
journey from proposal to payment for the customer on the call itself. ICICI
Lombard has completed over 1 million calls through this agent and the number
continues to increase every day.
Personalised Travel Planner (Industry
First): Our Conversational
Travel Itinerary is an AI-powered
trip planner available in the IL TakeCare app. Users can simply share their
destination, travel dates, budget and any personalised preferences, and it
instantly generates a curated, day-by-day itinerary, customizable in real time, with
an embedded insurance offering. Travellers can scroll through their multi-day plan, view mapped routes, and receive
timely prompts making trip planning seamless and intuitive. More importantly,
the customers can also get their travel insurance processed along with the
travel planning.
Smart Health Underwriting (Industry First): AI‑powered underwriting for health insurance has been designed to deliver
faster, seamless and intuitive end-to-end customer experience, anytime, anywhere, at their convenience.
It offers a self-guided digital journey with personalised questions, which AI
evaluates in real-time, and makes decisions that are consistent and aligned to
underwriting guidelines.
As ICICI Lombard enters its
next chapter, these innovations reaffirm a promise that has remained constant
for 25 years, to be there for customers, wherever they are and protect everything they value.
The
complete list of launches is provided in the Annexure.
#ICICILombard
#Technology #IndustryFirst #SanjeevMantri #Innovation
About
ICICI Lombard General Insurance Company Limited
ICICI Lombard is the leading private general
insurance company in the country. The Company offers a comprehensive and
well-diversified range of products through multiple distribution channels,
including motor, health, crop, fire, personal accident, marine, engineering,
and liability insurance. With a legacy of over 25 years, ICICI Lombard is
committed to customer centricity with its brand philosophy of ‘Nibhaye Vaade’.
The company has issued over 39.2 million policies, over 3.4 million claims
processed and has a Gross Written Premium (GWP) of ₹ 306.18 billion for the
year ended March 31, 2026. ICICI Lombard has 341 branches and 15,008 employees,
as on March 31, 2026.
ICICI Lombard has been a pioneer in the
industry, being the first large-scale insurance company in India to migrate its
entire core systems to the cloud. With a strong focus on being
digitally-led and agile, the company has introduced multiple AI-powered insurance
solutions. The company’s flagship insurance and wellness app, IL TakeCare,
which has received over 22 million downloads, also offers the industry’s first Face Scan feature. The
company has won several prestigious awards- including the Insurance Asia, ICC
Emerging Asia Insurance, ET BFSI Exceller, ET Corporate Excellence, Golden
Peacock, FICCI Insurance, Assocham, Stevie Asia Pacific, and National CSR in
recognition of its various initiatives. For more details log on to https://www.icicilombard.com/.
