Mumbai, Nov 13: Prudential Health Insurance Limited (Prudential Health India) has reduced delivery costs by 45 per cent and delivery effort by 35 per cent by deploying an AI-powered Unified Data Platform (UDP), developed in partnership with HCLTech, the company said on Thursday.
The platform integrates artificial intelligence (AI) across the enterprise data lifecycle and has facilitated the integration of more than 30 enterprise systems. It has also enabled the development of 300 analytics reports, including 150 regulatory reports.
The company’s AI capabilities earned it the Distinction for AI Excellence at the 2026 ISG Paragon Awards Asia, placing it among the emerging players in technology-led health insurance services.
Prudential Health India has also implemented an integrated Customer Relationship Management (CRM) platform, providing a 360-degree view of customers across more than 10 customer-facing functions to facilitate personalised services throughout the policy lifecycle.
A key feature of its digital services is a multilingual AI-powered conversational chatbot available through WhatsApp. As many as 67 per cent of the company’s customers prefer using the platform for self-service, highlighting the growing acceptance of AI-enabled customer engagement.
“Building a truly digital insurer with a customised, N = 1 approach requires redefining the way data, intelligence and decisions come together,” Vinay Kumar, Chief Information and Technology Officer of Prudential Health India, said.
The AI-powered Unified Data Platform is designed to establish that foundation, with artificial intelligence embedded at the core of enterprise operations, he said.
The company said its technology initiatives aim to improve operational efficiency while making health insurance services more responsive, accessible and personalised for individual customers.
