The potential of Agentic AI in claims processing: Towards the ‘zero-touch claim’

By KV Dipu, Sr. President – Operations & Customer Service, Bajaj General Insurance Limited

If you can track your grocery or food delivery real time, why should your claim still feel like waiting for an intercity train with no announcement? Claims are the moment of truth – the scene where insurance must show up like a hero, not a cameo.

For years, paperwork, follow-ups, and file movements were the biggest speed breakers. But technology is finally clearing the road. Enter Agentic AI – intelligent and autonomous digital agents that don’t just automate tasks, but think, decide, and act.

India processed 11 crore+ retail insurance claims last year. Customers facing a damaged car or medical emergency aren’t willing to wait for multiple calls or forms. They expect help right now – and rightly so. With Agentic AI, that “right now” becomes a reality.

At Bajaj General Insurance, this future is ...