SUCCESS STORYDHFL Pramerica
Industry• Life insuranceSolutions• OpenText™ Content Suite• OpenText™ AppWorks™

Services• OpenText™ Managed Services

Results
Digitized multiple end-to-end life
insurance business processes
Decreased transaction time fromhours to seconds
Created 150,000 new insurability
receipts in less than two years
Reduced processing costs
by 25–30%

Leading life insurer in India turns
to OpenText for enterprise-wide
digital transformation

DHFL Pramerica Life Insurance improves operational efficiencies withOpenText Managed Services and enterprise solutions“Our customers demand a dynamic digital
experience from us as an insurancecompany. Shifting our operations to adigital-first approach using OpenText
AppWorks and OpenText Content Suite
has helped us manage our rapid growth
while continuing to scale our high-levelof customer service.”
Anoop Pabby

Managing Director and CEO
DHFL Pramerica Life InsurancLeading life insurer in India turns to OpenText for enterprise-wide digital transformation

DHFL Pramerica Life Insurance Co. Ltd. (DPLI) is one of India’s mostprogressive life insurers, with 126 branches across India and morethan 3,900 employees and $550 million assets under management.
The company offers a comprehensive suite of products to cater tothe varied insurance needs of its customers. It has a focused andsegmented approach to distribution and is a leader in certain nichemarkets, such as the armed forces, micro-financing and housing
finance segments.
In a bid to ensure even more people can access the right level of life
insurance quickly and easily, DPLI looked to OpenText to completea large-scale transformation project to digitize its key businessprocesses. This included supporting the creation of insurance policy
documents and managing new insurance agents and channel partners.
The company also sought to move to a paperless environment toreduce the costs involved with manually processing enquiries
and sales, both directly and via its extensive agent network. Thistransformation would also help the company reduce administration
time and the opportunity for error.
“Our customers demand a dynamic digital experience from us as
an insurance company. Shifting our operations to a digital-first
approach helps us manage our rapid growth while continuing toscale our high-level of customer service,” explained Anoop Pabby,
managing director and CEO of DHFL Pramerica Life Insurance.
DPLI was looking to migrate its existing core policy administration
system (PAS) and wanted to provide its end users with a rich,functional GUI and improved workflows. It was also important for thecompany’s document management system to be fully integrated withthe core PAS, without the need for customizations.

With the implementation of the OpenText™ Content Suite andOpenText™ AppWorks™ solutions, OpenText displaced the current
vendor as part of a multi-year contract to support DPLI. OpenText™
Managed Services also provides ongoing support to maintain thecompany’s new digital solution and encourage long-term user
adoption and satisfaction.
“OpenText provides reliable, scalable, enterprise grade
products which were already in use at DPLI for quite awhile and, hence, considered a good fit for the core systemtransformation initiatives. In addition, OpenText Managed
Services expertise helps us harness the true value and realpotential of these products, enabling us to overcome some of
the gaps and challenges that came up during the initial phase ofimplementation,” commented Mayank Bhargava, chief information
officer at DHFL Pramerica Life Insurance.
The OpenText deployment at DPLI, internally branded COSMOS,
includes the development of end-to-end workflows to support
critical business applications, such as new business processing,receipting and collections and its channel management system. The
applications extend across the company’s 126 branches in India, its
processing centers, contact center and head office. There are morethan 250 physical users at peak hours.
The solution also provides more than 120 integration touchpointsaligned with DPLI’s core policy administration system (PAS),providing a seamless data exchange and near realtime information
for processing and viewing. Through various additional integration
methods, the solution is also integrated with DPLI’s corporatewebsite, portals, lead management system and messaging
applications, such as SMS and email.

“Working with OpenText
has provided us
with the expertise to
implement technology
solutions that enable
our business success,including our ability
to rapidly bring new
insurance services
to new markets. The
OpenText Indian
Professional Services
Centre of Excellence
has been instrumental
in supporting ourteam as we move toa paperless future,and their expertise ishelping us innovate
across the organization.”
Mayank Bhargava

Chief Information Officer
DHFL Pramerica Life InsuranceLeading life insurer in India turns to OpenText for enterprise-wide digital transformation

Leveraging AppWorks, DPLI also created a solution to manage its
new business acquisition process. AppWorks helps create a complete
end-to-end automation of quote generation, receipting, discrepancy
management and rules-based straight-through-processing (STP). In
addition, everything is integrated seamlessly with the company’s PAS
system and Content Suite, which stores all sensitive customer-facing
documents, such as insurance quotes and policies.
Insurance agents can now rapidly deliver quotes and information thatcomplies with regulatory requirements and business rules. Whenan insurability receipt for a new proposal or renewal is created, thesystem automatically validates the details and pushes the receipt tothe company’s PAS system without any intervention. The receipt isgenerated and uploaded to Content Suite in under a second. In under
two years, 150,000 receipts have already been created.
DPLI also created a new channel and distribution management
system for improving the way it sets up distributors and manages
the lifecycle of their relationship with the company. This includes
the management of promotions, terminations and transfers to newchannels, geographies and supervisors. The ease of the new systemenabled DPLI to quickly onboard new agents.

Utilizing Content Suite, DPLI embarked on a bulk upload of 13 million
documents in the span of only 15 days. All documents are now
digitized and easily searchable on demand.
Managed Services oversees the program and ensures the parametersof scalability and stability are met through proactive monitoringand health checks. The team provides architectural reviews andrecommendations based on best practices to ensure DPLI extracts
the maximum value from its investment.
Overall, for end users the integrated solution provides productivity
gains in the company’s day-to-day business processing, while also
retaining operational controls. This has decreased processing costs
by approximately 25–30%.
“Working with OpenText has provided us with the expertise toimplement technology solutions that enable our business success,including our ability to rapidly bring new insurance services tonew markets. The OpenText Indian Professional Services Centreof Excellence has been instrumental in supporting our team as
we move to a paperless future, and their expertise is helping us
innovate across the organization,” concluded Mayank Bhargava.

About OpenText
OpenText, The Information Company,
enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information about
OpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
Customer stories
opentext.com/contact
Twitter | LinkedIn
Copyright © 2021 Open Text. All Rights Reserved. Trademarks owned by Open Text.
For more information, visit: https://www.opentext.com/about/copyright-information(20.04.21)17629.EN