How Bajaj Life is rearchitecting insurance for scale, trust, and intelligence

Goutam Datta, Chief Information & Digital Officer, Bajaj Life Insurance, reflects on a six-year transformation that has redefined how life insurance is sold, issued, and experienced in India.

Life insurance has never been an easy business—neither to sell nor to service. In India’s BFSI landscape, it remains one of the most complex products, involving long sales cycles, multiple stakeholders, regulatory scrutiny, and significant trust considerations. When Bajaj Life Insurance embarked on its digital transformation journey nearly six years ago, the ambition was not incremental automation. It was a structural change.

“We started this journey five to six years back. By now, it has almost matured,” says Goutam Datta, Chief Information & Digital Officer at Bajaj Life. “But to understand the transformation, you first have to understand the business we are in.”

A multi-channel reality, digitised end-to-end

Bajaj Life operates across distinctly different distribution models. The traditional agency channel ...