IndiaFirst Life Insurance has deployed Salesforce’s Agentforce platform to automate underwriting, claims, and customer service. The move aims to improve operational speed and efficiency, reflecting the unlisted insurer's focus on digital transformation. The company continues to rely on its extensive bancassurance network, where digital integration is crucial for managing scale.
IndiaFirst Life Insurance has implemented Salesforce’s Agentforce platform to manage core business processes, including underwriting, customer support, and claims processing. The insurer, which is a subsidiary of Bank of Baroda, is using this autonomous AI technology to handle routine tasks such as document verification, KYC checks, and medical record reviews. The company aims to speed up the issuance of insurance policies while maintaining the role of its human workforce for more complex tasks and high-value customer interactions.
The technology upgrade has already yielded measurable operational benefits. The insurer reported that its fully automated processing rates increased by 10 per cent following the integration. Additionally, the time taken from a customer’s login to the issuance of a policy has been reduced by half. The company also noted a 40 per cent faster rollout time for new products and a 15 per cent improvement in supervisor productivity, indicating that the technology is contributing to faster turnaround times in a competitive insurance market.
For observers of the insurance sector, this initiative reflects the company’s ongoing focus on operational efficiency. As an unlisted entity primarily driven by a bancassurance model—where insurance products are sold through the bank branches of partners like Bank of Baroda and Union Bank of India—IndiaFirst Life relies heavily on its distribution network. The company reported a solvency ratio of 1.68 as of March 31, 2026, and Value of New Business margins exceeding 20 per cent for the fiscal year 2026, suggesting a stable financial foundation as it invests in these digital tools.
While the shift to agentic AI is intended to support growth, the business remains sensitive to the performance of its banking partners. Because a large share of its business comes through bank branches, any shift in the branch network's performance or strategy could impact the insurer. Furthermore, the insurance sector remains highly competitive, with constant pressure to maintain profit margins while navigating shifting customer expectations and broader market volatility. Monitoring the company’s ability to balance these technology investments with its core distribution model will remain a key focus area.