Bridging Trust and Technology: Kotak Life's Approach to Digital Transformation

The insurance sector stands at the crossroads of tradition and transformation, where legacy systems meet the demands of a digital-first world. In an exclusive conversation with Minu Sirsalewala, Executive Editor, Dataquest, Kirti Patil, Chief Technology Officer at Kotak Life Insurance, shares how the company is embedding innovation into its core while staying grounded in purpose, trust, and customer-centricity.

- By Minu Sirsalewala

Not long ago, the insurance industry relied heavily on paperwork and in-person processes. Today, it's undergoing one of the most significant transitions in its history—driven by artificial intelligence, automation, and a shift to the cloud. Speaking with Minu Sirsalewala, Kirti Patil recounts how Kotak Life is leading this shift, not by following trends but by solving real-world challenges through strategic technology integration.

KOTAK LIFE'S INNOVATION MANTRA: SOLVE CHALLENGES FIRST, PICK THE RIGHT TOOLS LATER. IT'S NOT JUST TECH ADOPTION-IT'S PURPOSEFUL TRANSFORMATION.

Reflecting on a pivotal moment six years ago, Patil shares how her team used robotic process automation (RPA) to integrate complex legacy systems. “It was a lesson in creativity and practicality,” she says. This philosophy now underpins Kotak Life’s broader transformation strategy—whether democratizing AI, fostering fintech collaborations for agility, or leveraging computer vision to combat fraud.

As the conversation unfolds, Patil and Sirsalewala explore the human and environmental dimensions of digital transformation, from building inclusive workplaces and empowering women leaders to adopt energy-efficient data centres. In the conversation, she sheds light not just on Kotak Life’s tech journey but on the evolving role of insurance in a rapidly changing world.

How do you align innovations like AI, RPA, and NLP with business objectives to enhance customer experiences and operational efficiency? What’s next on your technology roadmap?