The
integration of Artificial Intelligence (AI) and Machine Learning (ML) is
transforming the Indian insurance industry by enhancing efficiency, customer
experience, and decision-making processes. This paper explores the application
of AI and ML technologies in the Indian insurance sector, focusing on their
usage from 2018-19 to 2022-23, as reported in IRDAI annual reports. Key
applications include claims automation, customer interaction through chatbots,
underwriting, fraud detection, and personalized policy offerings. Notable initiatives
such as IRDAI’s regulatory sandbox and the BIMA Sugam platform have supported
innovation and digital transformation. Insurers are leveraging AI-powered
chatbots, predictive models, and IoT-based solutions to streamline operations
and offer tailored services. Advanced technologies like robotic process
automation (RPA), blockchain, telematics, and drone-based inspections are
further improving risk assessment and operational accuracy. This study
categorizes and analyses these technological applications, highlighting their
impact on stakeholders, from policyholders to intermediaries. The findings
emphasize a strong alignment with the "Insurance for All by 2047"
vision, showcasing the industry's commitment to accessibility, fraud
prevention, and cost-efficiency through technology-driven innovations.
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