The integration of new technology solutions by Duck Creek will enhance operational efficiency and customer experience for the insurer

BOSTON, June 09, 2025 (GLOBE NEWSWIRE) -- Duck Creek Technologies, the global intelligent solutions provider defining the future of property and casualty (P&C) and general insurance, today announced HDFC ERGO General Insurance Company Limited (HDFC ERGO), India's leading private sector general insurer, as a 2025 Standard of Excellence Customer Award winner at Formation '25, its flagship customer conference held in Orlando, Florida. A digital-first company, transforming into an AI-first company, HDFC ERGO is a leading general insurer of India, which is known for introducing pioneering and futuristic tech solutions in the Indian insurance landscape to offer its customers the best-in-class service experience.

The Duck Creek Standard of Excellence Customer Awards recognize customers who have achieved the highest level of excellence through their implementation of Duck Creek solutions and who have a vision to advance their business, while reimagining the future of insurance. HDFC ERGO earned recognition for accelerating product launches, streamlining system integration, and increasing market agility using Duck Creek's solutions, including Policy, Billing, Rating, and Insights.

The Indian insurance market is undergoing a major transformation with a growing customer demand and the need for hyper-personalized services. The Insurance Regulatory and Development Authority of India (IRDAI) has also been encouraging the insurers to develop agile and customer-centric products so as to fuel insurance inclusion among diverse demographics and across the diverse geographies in the country. HDFC ERGO's adoption of Duck Creek's low-code, highly configurable platform to design a pioneering AI-enabled, real-time policy issuance system marks a significant milestone, where now the insurer has transformed the end-to-end process for its Health and Fire lines of business.

“At HDFC ERGO, our endeavour has been to offer best-in-class solutions and experience to our customers. The behaviour and requirements of today's customers have evolved to a great extent, where they expect dynamic, hyper-personalized, and innovative solutions, and the insurance industry is not an exception in this changed ecosystem. Hence as a customer-focused organization, we were looking for a technology partner, who would enable us to offer innovative products, efficient services, and better analytical insights in an integrated manner to provide a seamless experience to our customers. The tech enablement from Duck Creek matched perfectly to this requirement,” said Sriram Naganathan, President & CTO at HDFC ERGO General Insurance Company Limited. “We are happy and honored to receive the Duck Creek Standard of Excellence Award. We believe with these new tech enhancements we will set a new benchmark in the insurance industry and propel the cause of insurance inclusion in India — thus also supporting the vision of ‘Insurance for All by 2047' of IRDAI— the Indian insurance regulator.”

The scale of the project was massive, involving over 45 business users, 150+ IT developers working in parallel across seven systems integrator partners, designing 300+ product covers, 300+ business rules, and executing 10,000+ test scenarios. The solutions were delivered in only nine months, with their commercial fire product first to go live, followed by their health product soon thereafter. Key results include:

  • Product launch time reduced from 4-5 months to just four weeks, allowing rapid response to market demands and regulatory changes.
  • Dramatic productivity gains for agents with quotes generated almost instantly and agents able to offer 4-5 alternative product options rather than just a single choice.
  • Operational efficiency and risk reduction by drastically reducing manual data entry, minimizing compliance risks, and improving accuracy. Straight-through processing completed tasks in just 3-4 minutes, instead of hours or days.
  • Elevated customer experience driven by policies now being processed in near real time, instead of in hours and days. Customers are now also offered data-driven product recommendations and better-suited options, leading to improved engagements.

“We are proud to honor HDFC ERGO General Insurance with the 2025 Standard of Excellence Customer Award,” said Christian Erickson, Vice President and General Manager, APAC at Duck Creek Technologies. “HDFC ERGO's digital transformation stands as a benchmark for innovation and execution in the insurance industry. As our first customer in the in India market, we are thrilled to be HDFC ERGO's strategic partner, with our suite of products helping drive meaningful business outcomes and value for the business, their customers, and shareholders. HDFC ERGO exemplifies the forward-thinking, customer-focused approach that defines the future of insurance. We congratulate them on this well-deserved recognition.”

About Duck Creek Technologies   
Duck Creek Technologies is the global intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. Visit www.duckcreek.com to learn more. Follow Duck Creek on our social channels for the latest information – LinkedIn and X.

Media Contacts:   
Marianne Dempsey/Tara Stred   
duckcreek@threeringsinc.com 

About HDFC ERGO General Insurance Company Limited:

HDFC ERGO General Insurance Company Limited, one of the leading private sector general insurance companies of India, whose promoters are HDFC Bank Limited, one of India's leading private sector banks, and ERGO International AG, the primary insurance entity of Munich Re Group.

A digital-first company, transforming into an AI-first company, HDFC ERGO is a leader in implementing technology to offer customers the best-in-class service experience.

HDFC ERGO offers a complete range of General Insurance products including Health, Motor, Home, Agriculture, Travel, Credit, Cyber and Personal Accident in the retail space along with Property, Marine, Engineering, Marine Cargo, Group Health and Liability Insurance in the corporate space.

The Company has created a stream of innovative & new products as well as services using technologies like Artificial Intelligence (AI), Machine Learning (ML), Natural Processing Language (NLP), and Robotics. HDFC ERGO offers a range of general insurance products and has a completely digital sales process with 299 branches and 600+ digital offices across India. HDFC ERGO's technology platform has empowered the customers to avail services digitally on a 24x7 basis, with 70%+ claims for retail products intimated digitally and over 80% of service interactions are catered digitally of which 10% are AI led. The Company issued ~3.4 crore policies in FY25 and has one of the best claims payout ratios in the General Insurance industry.

Be it unique insurance products, integrated customer service models, top-in-class claim processes or a host of technologically innovative solutions, HDFC ERGO has been able to delight its customers at every touch-point and milestone to ensure consumers are serviced in real-time.

Social Media:

Facebook: https://www.facebook.com/hdfcergo

Twitter: https://twitter.com/hdfcergogic

LinkedIn: https://www.linkedin.com/company/hdfcergo

YouTube: https://youtube.com/c/hdfcergo

Media Contacts:
   
Shilpi Bose
Shilpi.bose@hdfcergo.com