ICICI Lombard launches 25 insurance and service innovations for its 25th year
ICICI Lombard has introduced 25 products and service upgrades, including a digital metro branch in Mumbai, bilingual Voice AI, women’s health, pet and home cover, connected-vehicle cyber insurance and 30-minute roadside assistance across 15 cities.
What happened
ICICI Lombard launched 25 insurance products and service innovations, including a Mumbai metro digital branch, Hindi-English Voice AI, women’s health, pet and
Key facts
- 25 new products and innovations
- 5 industry-first offerings
- 25 years of operations
- Over 500 million customers served
- More than 60 million claims settled
- ₹306.18 billion gross written premium for year ended March 31, 2026
- Over 1 million customer calls handled by Voice AI
- Home coverage tenures up to 30 years
- 30-minute roadside-assistance promise
- 15 cities
Why this matters
The expanded offer set highlights partnership opportunities in telematics, cybersecurity, pet care, home services, women’s health and AI-led customer support.
What to watch
- Rollout of digital metro branches beyond Mumbai or disclosure of branch-level conversion and servicing metrics.
- Expansion of 30-minute roadside assistance beyond 15 cities and evidence that response-time commitments are consistently met.
- OEM, EV-maker, telematics, pet-care, housing-platform or healthcare partnerships tied to the new products.
- Changes in motor, cyber, pet or home insurance pricing, exclusions and claims ratios after initial adoption.
- Competitor launches of bilingual AI servicing, urban assisted-service formats, or guaranteed roadside-response propositions.
- Regulatory guidance on AI-led customer servicing, consent, underwriting fairness and connected-car data use.
- Bundle home, pet, health and motor add-ons into lifecycle-based packages for existing policyholders.
- Use Voice AI interactions to identify claim-intent, renewal-risk and cross-sell signals while maintaining human escalation for complex cases.
- Expand the 30-minute roadside network through OEM, garage, towing and EV-service partnerships in the highest motor-policy-density cities.
- Offer connected-vehicle cyber cover through automakers, telematics providers and fleet-management platforms to improve data access and distribution.
- Publish service-level metrics for roadside response, claims resolution and AI escalation to turn operational performance into a brand differentiator.