Transforming Insurance in Bharat: Insights from Ish Babbar, Co-Founder of InsuranceDekho

The insurtech sector in India is at a pivotal moment. Per Gartner’s projections, by 2027, over 80% of insurers will embrace cloud-first, modular technology platforms to revamp their operations and provide personalized services at scale. This transition is particularly crucial in India, where the effort to broaden insurance access beyond metropolitan areas necessitates systems that are scalable, robust, and tailored for the specific needs of Bharat.

In this evolving landscape, InsuranceDekho demonstrates how innovative insurtech firms are transforming distribution and operations through cloud-native, API-driven frameworks designed to cater to both urban and Bharat regions. The company prioritizes the fusion of scalability with accessibility, ensuring that agents and customers in Tier 2-4 towns can effortlessly onboard, issue, and manage their policies.

In an interview with ETCIO, Co-Founder & CTO Ish Babbar discusses how his varied experiences in telecom, gaming, and beyond have influenced his leadership approach, the central role of AI in their architecture, and what a “Bharat-first” philosophy entails in practical terms.

How have your experiences in telecom, travel, and gaming shaped your leadership and vision for insurance technology?

One key insight that has been consistent throughout my career is that technology only holds value when it addresses real human challenges at scale. My background in telecom made me appreciate the significance of infrastructure and core systems such as FCAPS (fault, configuration, accounting, performance, and security). Gaming underscored the importance of user engagement and psychological insights, while my time in travel, particularly at Yatra, highlighted the necessity for trust and fail-safes—elements crucial in insurance.

At InsuranceDekho, these insights converge. Whether constructing a quote engine that swiftly compares numerous products or creating tools for a Point of Sale Person in a tier-3 town, I emphasize systems that are user-friendly, scalable, and built for resilience. My leadership style reflects this philosophy: prioritize user needs, maintain clarity, and stay actively involved.

Gartner anticipates that more than 80% of insurers will transition to cloud-first, modular platforms by 2027. How did you go about developing InsuranceDekho’s infrastructure to ensure scalability and resilience?

Our cloud-native, API-first framework is intentionally designed to facilitate the latest integrations with all insurers. It operates on a proprietary microservices-based low-code platform supported by automated testing protocols. Each layer minimizes obstacles and maximizes speed.

AI and data form the pivotal base of our operations. From plan comparisons powered by GenAI to the Health Pro Genie chat that assists partners in selecting the ideal plan, we’ve integrated intelligence into every interaction. Features like automated cKYC (Central Know Your Customer) smart renewals and real-time prompts not only empower agents but also foster customer trust. Our ecosystem is not just tech-savvy but is also equipped for Bharat—adaptable to regional languages, formats, and the needs of Tier 2-4 areas.

Can you share an AI-driven innovation that has significantly enhanced the user or agent experience?

One notable example is our reimagined customer support system for PDPNR (Payment Done Policy Not Received). Previously, resolving such issues required multiple contacts. Now, our AI-driven NLP reads emails, automates the request for missing details, aligns data across systems, and generates a resolution-ready response complete with the policy link—without needing manual oversight.

This isn’t merely automation for productivity; it’s about scaling trust through accuracy and seamless service. For us, AI is not merely an addition; it is fundamental to how Bharat is being insured.

What does it mean to implement a “Bharat-first” strategy in practice?

It signifies a commitment to building for inclusion as a default. Our partners, often first-time entrepreneurs in Tier 2-4 regions, require mobile-first, lightweight, multilingual, and user-friendly tools. IDEdge is crafted with this in mind. AI-enhanced modules such as ID ProGenie, smart renewals, and guided cKYC processes reduce obstacles. Vernacular explanations and self-learning tools enhance adoption.

More than 85% of our 2.8 lakh agents hail from Tier 2/3/4 India. By merging automation with usability, we empower them to increase their earnings, support their communities, and foster enduring trust in insurance.

Which emerging technologies will be pivotal for insuring every household in India?

GenAI, Machine Learning, Blockchain, and IoT are set to transform the insurance landscape. We’ve already developed the GenAI-powered ID Pro Genie chatbot, which aids partners in recommending suitable health plans from over 200 options across 23 insurers. It processes complex queries, evaluates pre-existing conditions, and provides customized recommendations within seconds.

This eases the cognitive burden on partners, enhances accuracy, and elevates the customer experience. Such tools will ensure insurance is not only accessible but also tailored, efficient, and transparent—ultimately helping us insure every household in India.