Opinions expressed by Digital Journal contributors are their own.
“In an industry as dynamic as insurance technology, standing still is not an option. Continuously moving forward, adapting, and innovating to meet the changing needs of our customers and the industry is paramount,” says Vijay Rengarajan, a product management director. His work focuses on attaining efficiency and customer satisfaction, facilitating growth in insurance technology (insurtech).
With over 16 years of experience in product management across the information technology (IT) and property and casualty insurance sectors, Rengarajan has significantly contributed to the development of insurtech. He started as a business consultant at Tata Consultancy Services Ltd (TCS), where he laid the foundation of his mission. He proceeded to work at EZLynx, a leading insurance agency software company and introduced novel concepts and processes that redefined insurtech standards for management and application.
A spotlight on the problem
Rengarajan’s strategy for advancing insurtech stems from his deep understanding of the sector’s challenges, notably legacy systems that block innovation and efficiency, affecting customer experiences. His broad product management experience has sharpened his awareness of these critical issues.
Rengarajan’s platforms and technology products have been awarded the 2022 Best In Biz Most Innovative Products of the Year, recognizing how these identified and addressed inefficiencies in insurtech and contributed to improving workflows and client satisfaction.
Rengarajan believes that acknowledging the constraints of legacy systems and outdated practices would enable the industry to adopt advanced technologies, thus redefining the insurance experience for agencies and their clients.
Bringing automation as a practical reality
Additionally, Rengarajan’s approach emphasizes turning technology into a practical reality for users. This is highlighted during the COVID-19 pandemic, when independent insurance agencies encountered significant obstacles as their physical offices were forced to close, necessitating a rapid shift towards digital solutions. With face-to-face meetings becoming impractical, the transition posed challenges in maintaining regular client interactions.
Communication hurdles emerged as remote work strained traditional channels, leading to delays in responses and overwhelmed communication platforms. Additionally, the shift to remote work increased the complexity of administrative tasks such as paperwork processing and customer inquiries, requiring agents to adapt to new digital workflows.
During his stint at EZLynx, he explored practical solutions to address everyday challenges. His projects have become technological advancements and lifelines, significantly enhancing insurance agencies’ operational efficiency and service quality.
For instance, Rengarajan’s EZLynx Client Center exemplifies this user-centric innovation. It is a comprehensive self-service portal that empowers consumers to manage their insurance accounts independently. Rengarajan maintains this autonomy improves customer experience by providing them with control and accessibility. It also provides insurance agents more time for revenue-generating activities rather than administrative tasks.
Similarly, Rengarajan’s EZLynx Automation Center™, an event-driven automation tool, saves agencies an average of 530 hours monthly, which equates to the workload of approximately 3.5 full-time employees. The Automation Center™ streamlines operations and ensures consistency across 1700 agency processes by automating routine tasks and communications.
“Our goal was to make a tangible difference in the daily operations of insurance agencies, enhancing efficiency and enabling growth. Working on these projects showed me the real essence of insurtech — it’s not merely buzzwords; it’s ultimately about making a meaningful impact on users’ lives,” Rengarajan shares.
Enhancing IT professional services for trust
Rengarajan’s influence extends beyond modernizing outdated methods and customer service delivery. He also facilitates trust-building between insurance providers and their clients.
His initiatives have transformed the service model from a traditional, agent-centric to one that empowers customers directly. This empowerment is achieved by providing clients the tools to manage their accounts independently, fostering transparency, and granting them unprecedented control over their insurance experiences.
For Rengarajan, this level of autonomy and transparency significantly enhances customer satisfaction by demystifying the insurance process and making clients feel more in control of their decisions.
As a result, trust strengthens because customers start seeing their insurance providers as partners in their financial health, not merely as service providers. This method elevates the profession and builds a culture of trust and collaboration between IT professionals and their clients.
Opening doors for new innovation
Rengarajan’s leadership in insurtech goes beyond immediate improvements; he is preparing for a future ripe with innovation and exploration. His vision and openness to change catalyze the industry, encouraging a welcoming culture and actively pursuing innovation.
Rengarajan’s EZLynx Automation Center and the EZLynx Client Center solve current challenges and encourage new ways of thinking and problem-solving. These tools invite reevaluating how technology can transform customer service, operational efficiency, and product development.
By showcasing measurable success through his projects, Rengarajan inspires scholars and professionals to explore insurtech’s possibilities further. This enhances the academic discourse around insurance technology and guides real-world innovations.
Rengarajan’s forward-thinking approach keeps the industry dynamic and adaptive to changing consumer needs and tech advancements. His leadership embodies the essence of innovation, fostering insurtech’s continued growth and remarkable evolution.
