Creating a Real-Time Customer Identity Layer for Health Insurance

A leading private life insurer in India with a rapidly expanding distribution network spanning 450+ branches, 12 bancassurance partnerships and a large agent network. Client since November 2017.

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• The joint-venture insurer needed to strengthen customer identity management.
• Duplicate customer IDs created due T-1 batch deduplication.
• There was no unified view of a customer across multiple policies and interactions.
• Customer identification needed to happen in real time during application processing.
• Case verification required a structured workflow for reviewing and resolving potential matches.

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Posidex deployed a customer identity and verification solution that combines real-time fuzzy matching, case verification and EOD batch processing. When a new application is received, the solution checks new applicants against the existing customer base using multiple attributes: name, date of birth, PAN, mobile number, email and address. Fuzzy matching helps identify existing customers even when information does not match exactly.

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• Duplicate IDs eliminated: 1.13 Cr+ customer records unified for one view across policies
• 30K–40K requests processed daily: across real-time deduplication and case verification
• Continuous data synchronization: End of day batch processing keeps customer records aligned

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With real-time customer identification and a unified customer view, the insurer can build a stronger foundation for faster policy processing, better customer servicing and more consistent identity management across its health insurance business.

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