Insurance is no longer just about policies and claims, it’ s increasingly about platforms, experience, and trust at scale. As insurers navigate rising customer expectations and rapid digital adoption, technology platforms are playing a critical role in reshaping how insurance is distributed, serviced, and experienced. In this episode, we speak with the CEO of FatakSecure to explore how insurance platforms are reimagining the value chain, what “digital trust” truly means in insurance, and how the industry is evolving toward more connected, customer-centric ecosystems.

Points of discussion

1.From a CEO’ s perspective, what are the biggest gaps in today ’ s insurance value chain that technology can realistically fix, without overpromising transformation?

2.How are customer expectations in insurance changing with the rise of digital platforms, and what does this mean for insurers trying to balance speed, personalization, and reliability?

3.Looking ahead, how do you see insurance platforms evolving in the next 3–5 years, will they become ecosystems, marketplaces, or embedded insurance enablers?

Speaker Bio:

Bikash Choudhary is a seasoned actuary and insurance leader with over 22 years of experience spanning actuarial, risk, product, and governance functions across Indian and international markets. As Chief Executive Officer of FatakSecure, the insurance arm of FatakPay, he leads the mission to embed protection as a core pillar of financial wellness for India’s underserved and emerging segments.

Prior to FatakPay, Bikash served as Chief Actuarial and Governance Officer at IndiaFirst Life Insurance, where he played a key role in strengthening governance frameworks, driving product innovation, and supporting strategic initiatives. He has also held senior leadership roles as Appointed Actuary and Chief Risk Officer at Future Generali India Life Insurance, and earlier worked with Willis Towers Watson, Bajaj Allianz Life, and Aviva Life.

Bikash has been an active contributor to regulatory forums and industry thought leadership, with deep expertise in designing insurance solutions that bridge the protection gap and address real customer needs at the grassroots level.

At FatakSecure, he is building a digital-first insurance ecosystem tightly integrated with FatakPay’s lending and financial wellness platform, focused on expanding access to affordable, trusted protection for gig workers, blue-collar employees, and families in Tier II and III cities. Aligned with the Government of India’s vision of “Insurance for All,” Bikash aims to make FatakSecure a true financial wellness partner by ensuring insurance is simple, transparent, and accessible to every household in Bharat.

The insurance industry is undergoing a fundamental shift — moving from traditional offshoring models focused on cost and scale to a new paradigm of value orchestration. This transformation is driven by digital maturity, data-led decisioning, and the rise of intelligent automation and GenAI. Insurers are rethinking their operating models to blend global capability centers, ecosystem partners, and technology platforms into a seamless value network. The goal is no longer just efficiency, but agility, innovation, and customer impact. “Rewiring Insurance Operating Model: From Offshoring to Orchestrating Value” explores how insurers can unlock this next frontier of operating excellence.

Points of discussion:

• 1. How are insurers moving beyond the traditional offshoring for cost efficiency model toward value orchestration that blends global talent, technology, and ecosystem partnerships?

• 2. How are emerging technologies like GenAI, data platforms, and intelligent automation reshaping the insurance operating model, from process efficiency to experience led transformation?

  3. As GCCs and strategic partners evolve into innovation hubs, how can insurers ensure governance, culture, and capability alignment across geographies to truly orchestrate value at scale?

  Speaker Bio: Jitin Sharma is the Head of Insurance for Asia Pacific at Infosys Consulting. Jitin is a seasoned strategy and business transformation leader with over 18 years of experience advising major insurers across the UK, Western Europe, and Asia Pacific. Based in Singapore, he heads the Insurance Consulting practice for Infosys in the region. Jitin has successfully led large-scale transformation programs andserved as a trusted advisor to top management at leading insurers including RSA, DLG, Lloyd’s of London, QBE, AIG, Allianz, Prudential, and AXA. Before joining Infosys Consulting, he held leadership roles at Deloitte, EY, and KPMG.

This episode explores the critical role of India’s youth in shaping the future of the insurance industry. With a young, tech-savvy population and rising financial awareness, the next generation is redefining how insurance is perceived, bought, and experienced. We discuss how insurers and insurtechs are innovating to meet the evolving needs of millennials and Gen Z—through digital platforms, bite-sized products, gamified learning, and embedded insurance. The conversation also highlights the importance of financial literacy, career opportunities in insurance, and how empowering young minds can drive deeper penetration and long-term resilience in India’s insurance ecosystem.