His work has brought real-time insurance servicing to consumers--and is changing the way the industry functions.

Mobility is a rising star in the technology firmament, and Medury knew that leveraging it for customer service was a win-win proposition. "Through the mobile platform, we wanted to make insurance servicing as easy as a doodle. This would benefit our customers, our intermediaries, and our internal surveyors. Importantly, it would augment our organization's customer-centricity by several notches," he says.

The company's mobile initiative started simply enough, with a set of basic applications that gave customers a consolidated view of all their policies, a reminder service to renew a policy, and a way to track the status of a claim. "But as we matured with the mobile platform, we re-visited the paradigm and devised new ways to provide customers with more value-added and user-friendly features," he says.

If, for example, a customer's vehicle has an accident he can use his Android smartphone with an ICICI Lombard app to initiate a claim process. He simply needs to click on the 'Claims' button, which will automatically use the phone's camera to take a picture of the damaged car. The app then sends these pictures, with a claim request, to ICICI Lombard's datacenter. At this point, a surveyor can look at the damage, remotely, and take decision on the claim or get a closer inspection done.