BESTILL INSURERS

WHAT TOP INSURANCE PLAYERS DID TO STAY = AHEAD OF THE CURVE.

- BY NAVNEET DUBEY

INDIA'S LIFE insurance sector is undergoing a shift, driven by better financial awareness, digital adoption and a deeper understanding of long-term security.

At the centre of this transition is Vibha Padalkar, MD and CEO, HDFC Life Insurance Co. Ltd, who says the industry's real strength lies in discipline and trust—qualities that shape how customers plan for their future.

"Life insurance products are designed for the long term. They help build a disciplined approach when it comes to planning for long-term financial goals. For HDFC Life, H1FY26 persistency ratios for 13- and 61 months are at 86% and 62%, respectively."

Padalkar explains that persistency, often seen as a sign of customer confidence, has risen across product categories. "These trends reflect the underlying product and tier mix. Improvement in persistency is driven by greater financial literacy and awareness of long-term planning. Proactive communication, simplified digital payment options, and personalised reminders have helped improve persistency."

But, while digital tools redefine user experience, life insurance remains an emotional purchase tied to goals and financial protection. Hence, there needs to be a balance between automation and human touch.

Padalkar says at HDFC Life, the company uses technology for both efficiency and smoother service delivery. "We continue to simplify journeys across channels, offer personalised advisory, and leverage data ecosystems for faster decision-making and enabling policy servicing through automation."

But then, certain touch points demand empathy, which machines cannot replace. "Sensitive touch points such as claims, servicing and grievance resolutions are handled by trained professionals who provide reassurance and guidance. This hybrid model delivers convenience without compromising care," Padalkar says.