Farzanah Chowdhury
Chartered Insurer
MD & CEO, Green Delta Insurance
In the context of the widespread pace of progress, insurance remains underutilised in Bangladesh, primarily due to mistrust, limited awareness and lack of diverse product offerings, rendering it less of a priority in financial management. However, when every industry confronts risks and uncertainties in their journey, insurance becomes essential to confidently enable calculated risks. As industries undertake large projects and substantial investments, insurance provides crucial financial security, shielding against losses during uncertain events. This support is vital for driving ambitious initiatives toward a smarter future. Therefore, it’s necessary to ensure ‘insurance for everyone’.
In an attempt to pace up with the age, the insurance industry in Bangladesh is rapidly evolving through the integration of technology and innovation. Insurtech, partnerships, alternative distribution channels, and advancements in digital platforms and data analytics are enhancing customer engagement, efficiency, and personalised service delivery. Moreover, the emergence of bancassurance, facilitated by digitalisation efforts in the banking sector, has enabled seamless access to insurance products through banking channels. Artificial intelligence (Arevolutionisesing risk assessment, underwriting and claims processing, while mobile financial services (facilitate convenient premium payments and claims submissions. These technological advancements signify a transformative shift towards a more inclusive and digitally-driven insurance ecosystem in Bangladesh.
Going beyond traditional insurance practices, Green Delta Insurance is committed to leveraging technology and innovation to transform the industry and provide solutions that empower our citizens, economy and society. By focusing on customer and channel management, operational efficiency, smart underwriting and claims management, product development and climate action, we aim to be at the forefront of transforming the insurance industry and supporting the country’s progress.
One of our key focuses is to provide a seamless and convenient experience for our customers. Through the development of the InsuMama mobile app in 2020, we have made various insurance services more accessible to our customers. The app offers a comprehensive platform where customers can easily purchase motor insurance, travel insurance and micro-health insurance, among other products. This initiative exemplifies our dedication to customer-centric innovation and expanding our outreach, making insurance more accessible to a wider range of people. Our ‘Pharmacy Bandhu’ initiative is another example of how we strive to bring insurance to the marginalised segments of society, ensuring that health insurance is affordable and easy to obtain. By offering health insurance through local pharmacies, we make coverage more accessible to the general public and empower individuals to take control of their health and well-being. This initiative not only provides coverage to those who need it most but also demonstrates our commitment to improving the overall health of the population.
Product development is another area in which we focus on innovation. We continuously create diverse insurance products catering to needs of various customer segments. From traditional offerings like fire, marine and motor insurance to unique products such as Nibedita, targeting women’s insurance needs, our product range is both extensive and inclusive. Besides, our Weather Index Based Agriculture Insurance, developed in cooperation with IFC of The World Bank Group, uses satellite data and weather station data to forecast weather and claim intimation. Flood Index Insurance employs high-resolution satellite data and historical data of floods to protect against flood-related losses. With our LIMS app and other tracking tools, Livestock Insurance caters to farmers’ needs by keeping track of their cattle. Additionally, our Micro Health Insurance makes healthcare services accessible to rural communities.
In terms of operational efficiency, we understand the importance of streamlined processes and their impact on delivering high-quality services. To this end, Green Delta has heavily invested in building a strong IT infrastructure. By digitising our processes and minimising paper usage, we increase our efficiency and reduce our environmental impact. The use of e-stamping and e-signature systems, once implemented, will further streamline operations and facilitate better inter-ministerial coordination.
Through data analytics and technology, we optimise our underwriting and claims management practices, which enables us to accurately assess risk and customise policies to meet our customers’ specific needs, resulting in personalised and cost-effective coverage. In claims management, we prioritise quick and fair settlements to support our customers during their times of need. By embracing usage-based underwriting and leveraging advanced technologies such as AI, machine learning and IoT, we aim to provide real-time risk assessment and dynamically adjust premiums for our customers. Technology and innovation play a crucial role in the overall development of the insurance industry. First, embracing the regulatory sandbox allows insurers to experiment with new products and services in a controlled environment, paving the way for industry-wide innovation. Collaboration with the government and regulatory bodies is essential for aligning with our objectives of creating an ecosystem conducive to growth and innovation. Secondly, the industry should prioritise cybersecurity and risk management technologies to protect sensitive customer data and build trust with policyholders. Developing and maintaining strong APIs and data-sharing systems will facilitate seamless integration with partner organisations, enhancing customer experience and operational efficiency. By implementing robust cybersecurity measures and embracing data protection best practices, we can build trust and confidence among our customers.
Furthermore, insurance providers should explore opportunities to leverage IoT, AI and machine learning to personalise insurance offerings and improve risk assessment. These technologies can help insurers better understand customers’ needs and offer tailored policies, leading to more effective and efficient services. This data-driven approach can revolutionise the way we interact with customers, offering them enhanced services and more personalised experiences.
Finally, investing in talent development and retaining top talent is essential to driving innovation and maintain a competitive edge in the industry. By fostering a culture of continuous learning and adaptability, the insurance industry can stay ahead of trends and better serve customers. Encouraging a diverse and inclusive workforce with varied knowledge and experience can lead to innovative solutions and a deeper understanding of our customers’ evolving needs.
Empowering senior leaders is key to our success in achieving our goals. Senior leaders guide our strategic direction and drive innovation within the organisation. By fostering a culture of continuous learning and adaptability, we empower our senior leaders to stay ahead of industry trends to confidently lead our teams. This combination of visionary leadership, technological innovation and a customer-centric approach positions Green Delta as a key player in Bangladesh’s insurance industry.
With a commitment to excellence, innovation and sustainability, the insurance industry is playing a crucial role in shaping a smarter, more resilient Bangladesh. Our collective efforts are aimed at propelling Bangladesh towards growth, where every individual has access to reliable financial protection and opportunities for growth. ■