·        Now delivers help in 30 minutes across eight metro cities 

Hyderabad, 22^nd May: ICICI Lombard General Insurance, one of India’s leading private general insurers, today announced the launch of Service Assure, a new commitment under its IL Smart Assist (Road Side Assistance) offering. A one-of-the-industry’s-first roadside assistance promises, Service Assure commits to reaching private car customers within 30 minutes across eight metro cities when their vehicle breaks down or is involved in an accident. The launch coincides with the company’s 25-year milestone and marks the next step in its journey of converting motor insurance from a claims-service category into a service assurance category.     

Service Assure is available in Mumbai, Delhi, Bengaluru, Chennai, Hyderabad, Kolkata, Pune and Ahmedabad

A vehicle breakdown is among the most stressful moments a car owner faces, made worse by the uncertainty of when help will actually arrive. While roadside assistance has been widely available in India for years, response times have largely been left vague in customer communication. Service Assure changes that by putting a specific, measurable, customer-facing time commitment at the centre of the experience.

When a customer’s vehicle breaks down or meets with an accident, they simply call ICICI Lombard’s toll-free number 1800 2666. The company verifies the policy, confirms the customer’s exact location via WhatsApp, and assigns a trained technician or a towing truck where required, at which point the customer receives the technician’s or driver’s details and the 30-minute Service Assurance clock begins. If the service is delayed beyond the promised time, the customer receives a confirmation call along with a set of pre-defined service benefits, including personalised assistance from a claims expert, a vehicle check-up to identify the cause of the breakdown, customer distress support and replenishment of the First-Aid Kit.

Service Assure follows ICICI Lombard’s June 2024 launch of Smart Saver Plus, one of industry-first add-on under which the company motor repair turnarounds of five days at selected preferred partner garages for claims up to ₹50,000. A assurance on the quality of workmanship for a period of 24 months or 10,000 kms post-repair whichever is earlier for the repairs carried out at the Selected Preferred Partner Garage is also provided. With IL Smart Assist – Service Assure, the company is now extending the same assurance-led approach upstream from the repair moment to the breakdown moment itself. Together, the two offerings reflect a deliberate, multi-year shift in how ICICI Lombard is reshaping the motor insurance experience: moving the category from claims service to claims assurance, and now to an assurance that begins the moment a customer needs help on the road.

Commenting on the launch, Mr. Gaurav Arora – Chief Commercial Lines & Motor (Underwriting & Claims), ICICI Lombard, said, “A year and a half ago, with Smart Saver Plus, we made a promise to our customers about the time we take to repair their car. With Service Assure, we are now making a promise about the time we take to reach them in the first place. Each step takes us closer to a simple idea — that motor insurance should be measured not just by what it pays, but by how quickly and reliably it shows up.”

Mr. Manish Vij – Founder, Global Assure (Service provider for Service Assure), said, “A vehicle breakdown can leave drivers stranded for hours—anxious, uncertain, and waiting endlessly for help. At Global Assure, we know that when you’re stuck on the road, every minute matters. That’s why we are thrilled to partner with ICICI Lombard to bring our 30-Minute Service Assurance to their customers across the top 8 cities. By combining ICICI Lombard’s trusted insurance coverage with our rapid roadside support and real-time tracking, we are ensuring complete peace of mind and transforming roadside anxiety into swift, reliable relief.”

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The theme for this year’s challenge, “Leveraging the Account Aggregator (AA) Framework to Transform Insurance”, invited students from IIMs and IITs to explore how the AA framework can reshape key insurance functions — Underwriting, Distribution, and Claims — across Health, Home, Motor, and SME Insurance verticals.

Launched under the Data Empowerment and Protection Architecture (DEPA) by the Reserve Bank of India (RBI), the Account Aggregator framework enables individuals and businesses to securely and seamlessly share their financial data through a consent-based mechanism. While insurance is inherently a data-driven industry, insurers often face challenges in accessing accurate, timely, and comprehensive information during critical processes such as underwriting, distribution, and claims. Much of this relevant data — including income details, credit history, transaction patterns, and business performance — remains fragmented across multiple financial institutions. By enabling insurers, as Financial Information Users, to access customer-permitted data from Financial Information Providers through secure and consent-driven data sharing, the AA ecosystem holds significant potential to transform how insurance products are designed, distributed, and serviced.

Through this competition, ICICI Lombard sought to foster innovation, bridge the gap between academia and industry, discover strategic opportunities, and identify high-potential talent who can contribute to shaping the future of insurance in India. For participants, the competition offered a platform to apply analytical thinking, creativity, and business acumen to real-world challenges, gain exposure to the evolving insurance ecosystem, and collaborate with industry leaders driving digital transformation.

Building on past editions conducted with institutes such as IIM Calcutta, IIM Lucknow, NMIMS, and IIT Bombay (E-Cell), the IIM Kozhikode edition marks yet another significant step in expanding the competition’s reach across India’s top campuses.

Ms. Sheena Kapoor – Head Marketing, Corporate Communications & CSR, ICICI Lombard, said, “Season 4 of IL Igniting Minds reaffirmed our belief that the future of insurance will be shaped by a powerful blend of technology, trust, and human insight. With over 1,900+ student registrations from 35+ premier institutions, including leading IIMs and IITs, we witnessed young minds engaging deeply with this year’s case study topic — ‘Leveraging the Account Aggregator Framework to Transform Insurance.’

What stood out was their ability to look beyond efficiency and focus on making insurance more accessible, intuitive, and relevant to people’s everyday financial lives. Their ideas reflected not just innovation, but also empathy and responsibility — qualities that will define the next chapter of the industry. For us, IL Igniting Minds is more than a competition; it is a window into the thinking and leadership of the next generation.”

IL Igniting Minds business case-study competition, Season 4 was conducted at ICICI Lombard Head Office, where the finalist teams had an opportunity to showcase their ideas to the senior management of the company.

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The recent landslides, triggered by extreme rainfall, have resulted in a tragic loss of life and widespread destruction. As of the latest reports, the Kerala government has confirmed 222 fatalities, with over 3,000 people evacuated to relief camps. The disaster has also left 128 individuals injured, underscoring the scale of this calamity.

ICICI Lombard stands in solidarity with these brave personnel and the affected communities.

In these trying times, ICICI Lombard is dedicated to providing swift and efficient support to our policyholders affected by this natural disaster. The company has established a 24/7 dedicated help desk to guide our customers through the claims settlement process and offer any necessary assistance.

For immediate support and guidance, please reach out to ICICI Lombard through the following channels:

• Toll-Free Contact Number: 1800-2666
• Email: customersupport@icicilombard.com
• Nodal Officer Details:

The company encourages their policyholders to use electronic communication whenever possible to ensure a faster and smoother claims settlement process. The company urges everyone to stay safe and follow the instructions of local authorities during this critical time.

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Bengaluru, 05^th Aug, 2024: ICICI Lombard, a leading private general insurance company in India, today announced the launch of its industry-first innovative “Smart Saver Plus” add-on for motor insurance policies. This feature aims to address the concerns of policyholders regarding prolonged turnaround times (TAT) and the need for reliable repair quality, by providing swift servicing, quality assurance, and customer convenience, reinforcing ICICI Lombard’s commitment to delivering superior customer experiences. With this unique cover ICICI Lombard is moving from claims service to claims guarantee.

Motor insurance claims can often be a stressful and time-consuming process, with policyholders facing challenges such as extended repair times and uncertainty about the quality of workmanship. The ‘Smart Saver Plus’ add-on has been designed to tackle these issues head-on. By opting for this feature, customers can enjoy the assurance of repairs being completed at our preferred garages within a short span of 5 days, where the claim amount is up to  Rs. 50,000. In the unlikely event that the repair takes longer, ICICI Lombard will provide alternate travel arrangements for up to 5 days, ensuring minimal disruption to the customer’s daily routine.

Furthermore, the ‘Smart Saver Plus’ add-on offers warranty on the quality of repair work carried out at ICICI Lombard’s preferred network garages for 24-month or 10,000-kilometer whichever is earlier for all claims irrespective of claim amount. This assurance provides customers with peace of mind, knowing that their vehicle is in capable hands and that any workmanship issues will be promptly addressed. To avail of these benefits, policyholders simply need to notify first and foremost to ICICI Lombard of any car damage claims, and the company, will take care of the rest.

Mr. Gaurav Arora, Chief – Underwriting & Claims Property & Casualty at ICICI Lombard, commented, “At ICICI Lombard, our consistent focus is to deliver innovative and customized solutions. Our recent offering ‘Smart Saver Plus’ is a yet another example of this philosophy, recognizing the discomfort caused by having a vehicle in the garage for an extended period. By addressing these minute yet crucial aspects like swift repairs, quality assurance, and a seamless claims experience, we are endeavouring to provide a truly customer-centric insurance experience.”

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