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Insurance · India

Reliance General Insurance: the CRM behind a farmers’ helpline

When a farmer calls Reliance General Insurance about a crop-insurance claim, the agent finds their record by any of six details and files the claim before the call ends. We built that CRM, and five years on it’s still in use.

  • Call-centre CRM
  • Call-recording pipeline
  • Claim workflows
  • Call scripts
Illustration
farmer records handled
2.5M+
telecallers working in it
~50
call recordings, searchable
~19,500
in use, season after season
5+ years

The business

Reliance General Insurance is one of India’s largest general insurers. Through the government’s crop-insurance schemes, PMFBY and RWBCIS, it protects farmers against crop loss, and runs the helpline they call to report a loss, ask about a claim or find the nearest Common Service Centre.

What they needed

A farmer may call with only one detail to hand: a phone number, an application number or a bank account. The agent has to find the right record, in the right village, for the right crop, season and scheme, while the farmer waits on the line.

What we built

  • A call screen that finds the farmer by any of six details while they’re still on the line
  • Automatic call recording, pulled into a searchable archive
  • Claim workflows in steps that agents can save and resume, with the full history on every case
  • On-screen call scripts and scheme facts, so every caller gets the same right answer
  • Dashboards for supervisors, and imports with automatic duplicate checks

Where an AI agent fits

Many of these calls are routine: claim status, documents, the nearest service centre. A voice agent could answer those at any hour and pass every new claim straight to a person.

Get an agent like this

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