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.

In this inspiring episode, we explore the personal and professional journey of individuals who transitioned from being employees in the insurance sector to becoming entrepreneurs in the fast-paced world of insurtech. We discuss what motivates this shift, the challenges faced while building a startup in a highly regulated industry, and how domain expertise, digital innovation, and resilience come together to drive success. The episode also highlights key lessons on leadership, fundraising, team building, and customer trust—offering valuable insights for aspiring founders and professionals looking to make the leap from corporate roles to creating their own ventures in the insurance technology space.

Speaker Bio: Subho Samanta, Mentor & Chief Delivery Officer at Exavalu, brings over 30 years of global experience in leading large delivery centers with 13,000+ associates. He has managed billion-dollar P&Ls and built CRM practices at top firms like TCS, Cognizant, and Atos. Known for building high-performing teams and driving operational excellence through technology, Subho is a strategic leader and a respected mentor across all levels at Exavalu.

This episode dives into the evolving world of insurance broking in India—one of the fastest-growing segments in the country's financial services ecosystem. We explore how regulatory shifts, digital adoption, and changing customer expectations are reshaping the role of brokers. From retail to corporate lines, brokers are moving beyond traditional selling to offer advisory-led, tech-driven solutions. The conversation covers key trends such as the rise of digital-first broking models, embedded distribution, evolving IRDAI guidelines, and the growing importance of customer experience and compliance. As India targets deeper insurance accessibility, brokers are set to play a pivotal role in bridging protection gaps and enabling last-mile access.

In this episode titled "Emerging Tech and Insurance for All: 2027 Vision," we explore how cutting-edge technologies are transforming the global insurance landscape to make coverage more inclusive, affordable, and accessible. As we look toward 2027, innovations like artificial intelligence, generative AI, blockchain, telematics, and IoT are no longer just buzzwords—they are reshaping the way insurers design, price, distribute, and manage risk. AI is enabling smarter underwriting and personalized products, while blockchain is fostering trust through transparency and efficiency, especially in microinsurance. Telematics and IoT are unlocking real-time, usage-based models that reward safe behavior and expand coverage to previously underserved segments. Embedded insurance is gaining traction, integrating protection seamlessly into everyday digital experiences. Meanwhile, government-led digital public infrastructure, such as India Stack, is playing a pivotal role in expanding access and scale. The episode also reflects on the challenges of digital equity, data privacy, and the need for inclusive innovation to ensure that technology doesn’t just disrupt—but democratizes—insurance for all.

Speaker Bio: With over 34 years of leadership experience in the BFSI space , Rajiv has a proven record of building and scaling large businesses, having worked extensively across Banking, Insurance, Securities , Fintech and Insurtech. As President, Rajiv overseas the New Strategic initiatives, Risk Management and Advocacy across the PB Fintech group, as well as identifying group's key policy and regulatory issues to drive policy advocacy by engaging directly with government policymakers, regulators, industry associations and other strategic stakeholders. He also serves as a board member in a few subsidiaries of the group and has been a face of the group at most Govt and Public Forums. He has previously worked with GE Capital , ICICI Ltd , HDFC Securities , Willis Towers Watson , SBI Life and also had the experience of managing his own start up InstaRemedy. On the personal front Mr. Gupta has also represented his country many times during his student life for key international assignments. He is also a qualified CFP and CWP.

In this episode, we delve into the transformative impact of Artificial Intelligence (AI) on the Indian insurance industry. With AI adoption accelerating, insurers are reimagining operations, enhancing customer experiences, and driving innovation.

Key Discussion Points:

• AI Integration in Insurance Operations: Explore how AI and Machine Learning are revolutionizing underwriting, claims processing, fraud detection, and personalized policy offerings in India.

• Regulatory Support and Initiatives: Understand the role of the Insurance Regulatory and Development Authority of India (IRDAI) in fostering innovation through regulatory sandboxes and platforms like BIMA Sugam.

• Generative AI Market Growth: Discuss the projected growth of the generative AI market in Indian insurance, expected to reach USD 387.95 million by FY2032, driven by enhanced client interactions and risk management.

• Challenges in AI Adoption: Address the hurdles insurers face, including data governance, cost sensitivity, and achieving return on investment, with only 18% of Indian businesses identified as AI leaders.

Whether you're an insurance professional, tech enthusiast, or policyholder, this episode offers valuable insights into how AI is reshaping the Indian insurance landscape, promising a future of efficiency, personalization, and innovation.

Speaker Bio: Arijit Basu is a professional from the Banking and Financial Services industry. He has worked in India, Japan and the UK.

Arijit is currently Chairman of the Board of HDB Financial Services Ltd, a leading financial services firm and subsidiary of HDFC Bank Ltd. He is an Independent Director on the board of Prudential plc, a global insurance company and is a director on the board of Peerless Hospital. Arijit is also an advisor to Ares Management Corporation, a global fund manager and is on the Advisory Board of Razorpay.

Arijit retired as a Board Member and Managing Director of India’s largest bank, State Bank of India. Prior to that he was the MD & CEO of SBI Life Insurance Company Ltd., the largest private life insurance company in India. During his tenure, the company listed in the stock exchanges.

He is currently Chairman of the Academic Council of the College of Supervisors set up by RBI and is a Member of the Insurance Advisory Committee of the IRDAI. Arijit was Chairman of the Working Group on Project Finance set up by the Government of India for the Infrastructure Pipeline in 2020.

Arijit holds an Honours degree in Economics and a master's in History from the University of Delhi. He is a Certified Associate of the Indian Institute of Bankers.

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Insurance claims management services refer to the processes and systems used by insurers—or outsourced partners—to handle claims efficiently, from initial reporting to final settlement. These services are critical to maintaining customer trust, controlling costs, and ensuring accurate, timely payouts.

• Customer Experience: A fast, transparent claims process builds loyalty and trust.

• Operational Efficiency: Automation and outsourcing reduce manual errors and cut costs.

• Fraud Detection: Advanced analytics and AI improve fraud prevention.

• Scalability: External services help insurers handle large volumes during peak times (e.g., natural disasters).

• Regulatory Compliance: Ensures proper documentation and adherence to industry regulations.

As digital transformation accelerates in the insurance industry, claims management is becoming a strategic function—not just a back-end process.