Redefining the Future of Insurance Technology: An Exclusive Conversation with Rohit Kilam, Chief Technology Officer, HDFC Life

In an era when so many industries are being redefined through technology, the insurance industry seems to be at the point of change and conservatism. For an industry that has always been based on belief and is in it for the long haul, the adaptation to digitalisation offers its own set of advantages and hurdles to overcome. Leading this change is Rohit Kilam, the chief technology officer for HDFC Life, and the man who is pushing initiatives to make insurance ‘human friendly’.
From AI-powered customer service to creating systems that comprehend self-learning analytics, the future of the company as envisioned by Kilam is indeed proceeding in radically new directions. In an exclusive interview for People Matters TechHR Pulse Mumbai buzz, we explore with Kilam some of the most prominent changes taking place in the industry, as well as the thin line that divides information and instinct, and the means that protect innovation in his teams. Kilam also offers practical lessons not only to technology practitioners but also to anyone who is focused on the future of work and business change.
What are the major tech trends reshaping the insurance sector in the next five years, and how is HDFC Life adapting to these changes?
The insurance sector has been going through a metamorphosis from new products to greater services. One of the major trends is the increase in API economies that allow insurers to separate the front-end layers of the user interface from the backend systems so that unique digital experiences can be provided. Hybrid architectures like com multi-cloud now seem to be going mainstream.
We, at HDFC Life, are already tapping these opportunities. For example, WhatsApp commerce is transforming communications and helping us automate processes such as information gathering, answering questions, and updating policies more conversationally.
In addition, data is integral to our business. A deeper understanding of the customer allows us to build products and AI-driven services that are more accurate. We are also in the process of transforming our operations digitally, which encompasses, among other things the construction of an insurance platform for the future that incorporates a complete data ecosystem, sophisticated business process management, and new application-based business models. Intelligence is being embedded into solutions to provide our customers with a more integrated experience.
How do you ensure digital innovations at HDFC Life enhance both operational efficiency and customer experience?
Our approach begins with putting customers at the heart of every decision. By prioritising their needs, we deliver personalised experiences powered by AI and data analytics.
Here are some of the key principles we follow:
Customer-Centric Design: Understanding customer behaviour allows us to tailor products and services to their preferences.
Omnichannel Interactions: By offering seamless engagement across digital and physical channels, we provide convenience and satisfaction.
Streamlined Processes: AI and machine learning enable us to optimise processes like underwriting and claims management, enhancing speed and reducing customer effort.
Transparency and Trust: User-friendly platforms offering clear, accessible information build customer confidence.
Value-Added Services: From wellness programs to financial planning tools, we aim to offer more than just insurance.
For example, our AI-driven platform ensures quick policy issuance and claims processing, while innovative tools provide personalised financial advice. By simplifying policies and streamlining operations, we empower customers to manage their needs effortlessly.
With data at the centre of digital transformation, how do you balance data-driven decisions with intuitive leadership, especially in uncertain market conditions?
Balancing data-driven decision-making with intuition is both an art and a science. Data offers us the ability to analyse trends, predict outcomes, and make informed decisions. However, in a fast-changing environment, intuition, which is often derived from experience and domain expertise, becomes equally important.
At HDFC Life, we emphasise building a unified data platform to ensure a single source of truth. This eliminates inconsistencies and creates a strong foundation for decision-making. Having accurate data allows us to validate intuition and manage cognitive biases that can sometimes cloud judgment.
Another essential aspect is fostering diverse perspectives. We encourage our teams to bring in edge cases and long-tail data scenarios during discussions, ensuring a well-rounded approach. Flexibility is key in uncertain markets, and iterative decision-making—making smaller decisions and adjusting based on feedback—is a strategy we often rely on to maintain agility and adapt to changing dynamics.
Additionally, we recognise the emotional aspects of leadership. Leaders must balance analytical insights with the human element of decision-making, ensuring empathy and understanding are not lost amidst data points.
What criteria guide your selection of emerging technologies to invest in?
Our approach to adopting emerging technologies starts not with the technology itself but with the problem we aim to solve. A clear definition of the challenge ensures that the solutions we explore are practical and impactful.
Cross-pollination is a principle we value deeply. By examining successful use cases in adjacent industries, geographies, or even unrelated sectors, we uncover innovative ways to address challenges. For example, a solution effective in retail or healthcare might inspire new approaches in insurance.
We also weigh several critical factors during the selection process:
Regulatory Alignment: Compliance with local and global regulations is non-negotiable. Emerging technologies must align with these requirements to avoid roadblocks.
Skills Availability: The long-term sustainability of any technology depends on having skilled personnel to implement and maintain it. Upskilling our teams is often part of this evaluation.
Market Readiness: The maturity of the technology and its support ecosystem are equally important. Investing in technologies that are too nascent or lack market acceptance can lead to higher risks.
Experimentation and Scalability: We conduct pilot tests to measure feasibility and scalability before rolling out a full-fledged implementation.
Our focus is always on finding solutions that address real business needs while enabling long-term growth and sustainability.
How do you foster a culture of continuous learning and innovation within your tech teams?
At HDFC Life, fostering a culture of continuous learning starts with cultivating a mindset that views challenges as opportunities for growth. We actively encourage our teams to adopt a problem-solving approach, empowering them to innovate and explore solutions that drive progress.
To support this, we’ve established the SkillUP platform, a resource-rich hub offering access to online courses, webinars, and workshops designed to enhance skills and keep our teams ahead of the curve. Beyond formal learning, we prioritise knowledge-sharing sessions, where team members exchange insights from their projects or experiences. These sessions not only promote collaboration but also provide opportunities for peer recognition.
We also invest in certifications and formal training, partnering with OEMs and industry experts to ensure our people are well-equipped with the latest technological expertise. By combining these initiatives with a culture that values curiosity and experimentation, we create an environment where innovation thrives and our teams remain ready to navigate the ever-evolving tech landscape.
How has your leadership style evolved in managing a tech-driven, customer-centric organisation?
Over the years, my leadership style has evolved to meet the demands of a fast-paced, technology-driven environment. At its core, I focus on aligning technology with business objectives, ensuring that every initiative contributes to strategic growth. Collaboration is key in this approach—working closely with diverse teams across business units ensures alignment and fosters seamless execution. Equally important is keeping the customer at the heart of our systems and processes. By actively listening to feedback and incorporating it into our designs, we create solutions that are user-centric and highly relevant.
As a technology leader, I also prioritise operational excellence, taking on the role of a ‘Commander’ to ensure smooth and secure business operations. In times of crisis, I adopt a calm and methodical approach, focusing on delivering effective solutions under pressure. Leadership in this dynamic era requires the ability to balance innovation with practicality while empowering teams to push boundaries and deliver exceptional results.
What advice would you offer to emerging leaders in staying ahead of the curve?
Emerging leaders must embrace a combination of technical expertise and interpersonal skills to navigate today’s complex and dynamic business landscape. Strong communication skills—both written and verbal—are crucial for effectively leading teams and addressing challenges. Equally important is problem-solving, which allows leaders to adapt to various industry scenarios and uncover innovative solutions.
Building a robust professional network is another critical aspect. Regular engagement with mentors, peers, and industry experts fosters knowledge-sharing and opens doors to growth opportunities. Lifelong learning is essential in staying ahead of the curve, and I strongly recommend committing to mastering at least one new technology every year. Within organisations, fostering a culture of experimentation is vital—encouraging teams to take calculated risks and innovate without the fear of failure. Finally, staying informed about global trends, industry advancements, and cross-sector innovations ensures that leaders remain proactive and prepared to capitalise on emerging opportunities. Leadership today is about continuous growth, adaptability, and the drive to inspire others towards excellence.
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