The buyer journey for term life insurance in towns like Bhopal, Ranchi, Jodhpur, Gorakhpur, or Bhubaneswar runs entirely through intermediaries.
Who does the work:
- A local LIC agent or a bank bancassurance officer collects basic details: age, income estimate, family composition, nominee. They fill out a paper or semi-digital proposal form.
- For non-LIC private insurers (HDFC Life, ICICI Prudential, SBI Life, Max Life, Bajaj Allianz), a broker or DSA (direct selling agent) intermediary manages the relationship. The DSA typically handles 3–7 insurers.
- The buyer almost never compares across insurers independently. There is no Hindi-language digital self-serve tool they trust. The agent IS the interface.
- Post-sale, the agent handles claim intimations, bonanza reminders, and revival of lapsed policies — functions the insurer pays the agent 15–40% of first-year premium to perform.
- WhatsApp for communication and document collection (photos of Aadhaar, PAN, medical reports)
- Physical or scanned proposal forms
- Excel sheets for premium calculations (often manually entered, insurer-provided calculators are desktop-only or in English)
- Phone calls for follow-up, medical requirements, and payment collection
- Physical premium payment (cash/cheque at branch) in many Tier 3 towns still
For the buyer: agents push whichever insurer pays the highest commission, not the buyer's best interest. A ₹12 lakh cover at age 35 non-smoker can vary by 20–30% in annual premium across insurers for the same sum assured — buyers never see this spread. Medical requirements are not pre-disclosed, so applications stall after tests.
For the insurer: DSA channels bring low-quality leads with high dropout rates (35–50% on applications submitted vs. policies issued, per industry estimates). The insurer pays commission on submitted apps, not issued policies.
For the agent/DSA: manual follow-up is their biggest cost. Tracking which prospect is at what stage (medical test booked → report submitted → underwriting in progress → policy issued) is a full-time job done on WhatsApp chat threads. High performer agents in Tier 2 towns manage 150–200 active prospects; average performers manage 40–60.