From digital insurance to intelligent insurance: Why AI is becoming the new operating layer
Sriram Naganathan, President & CTO, HDFC ERGO General Insurance, on how AI is moving beyond automation to reshape risk assessment, claims, customer experience and the way insurers build technology.
For much of the digital transformation era, insurance companies measured the success of technology through familiar metrics—uptime, speed, efficiency and the digitisation of processes. Technology was largely viewed as an enabler sitting alongside the core business.
That equation is changing.
As artificial intelligence, machine learning, generative AI and agentic systems move into underwriting, pricing, claims, fraud detection and customer service, technology is increasingly becoming part of the business model itself.
At HDFC ERGO General Insurance, Sriram Naganathan, President & CTO, describes this shift as technology becoming a “co-architect of the business.”
“For years, technology in insurance was measured by metrics such as uptime, speed and efficiency—all of which typically reflected its role as a support function. Today, however, technology is becoming...
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