| Tata AIA Life Insurance Company Limited (Tata AIA Life), a joint venture since 2001 between India-based Tata Sons Pvt. Ltd. and Hong Kong-based AIA Group Ltd., had implemented several digital initiatives since 2013 across business operations, including customer onboarding, claims settlement, and policy maturity. By 2019, more than 66.6% of its customer service operations, including claims intimation, tracking, and settlements, were digitized. The digital strategy covered digital prospecting, consistency in customer experience across all touchpoints, intelligent journey orchestration, automated decisioning, and data insights. ..
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