Future will belong to insurers that can combine empathy with intelligence: Anil Kumar Aggarwal, MD & CEO, Shriram General Insurance

For more than two decades, Shriram General Insurance (SGI) has built its business on a simple idea: insurance must feel human. But the rules of engagement are changing fast. Customers now expect speed without compromise, fairness without friction, and personalization without asking for it.

This shift has pushed the non-life insurance industry into a new era—one where data, AI, and real-time decisioning increasingly determine who earns customer trust. And SGI’s MD & CEO, Anil Kumar Aggarwal, believes the future will belong to insurers that can combine empathy with intelligence.

“Customer experience for us has always been built on empathy, speed, and trust,” Aggarwal says. “What’s changing is how we deliver that promise.”

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