Leaders

Aviva India is a joint venture between Aviva Plc., a UK-based insurance group, and Dabur Invest Corp., one of India's oldest and most respected business houses. The firm's mission is to eliminate uncertainty in the lives of its consumers. Its main mission is to provide easy and relevant products and propositions that assist clients in achieving their life objectives. Aviva India's digital innovations are aimed at providing the best client experience and the highest levels of service. The company serves 33 million clients in 16 countries around the world. “I've been with Aviva since August 5th, 2019. The company deals with term insurance, life insurance, and we have pension plans as well. We also deal with financial management but the basic feature of Aviva Life Insurance is it deals with insurance products such as investment products and term insurance", signifies Dr. Poonam Bagga, Chief Medical Officer at Aviva India. In an exclusive interview with Women Entrepreneur Magazine, Dr. Poonam talks about her unique play at Aviva India as well as her professional journey.

Take us through your early educational journey and prior industry experience that you bring to the table.

In 2004, I obtained my MBBS and went on to complete my post-graduation in clinical pathology at the Mahatma Gandhi Mission Hospital in Aurangabad. I primarily have around 8-10 years of clinical experience in medicine and the pathology department. Significantly, I began my career in the insurance industry as a panel doctor for Star Health Insurance. I made numerous field visits to consumers who had been admitted to the hospital.

I worked there for over a year before moving on to Axa Business Services, a Pune-based firm. I was in charge of determining the admissibility of claims and hospitalization. And we'd get claims from every country as it was a multinational corporation. I was there for around two years. And then I joined Religare Health Insurance (currently known as Care Health Insurance).  I was heading the claims department and also taking care of the ombudsman and customer relationship services. I had to represent Religare Health Insurance in the ombudsman (the court for insurance) for all the escalations, complaints that were received. After Religare, I joined Aviva in the year 2019. And, that's how the journey went.

As the Chief Medical Officer, what are the various roles and responsibilities that you shoulder at Aviva India?

Basically, my role as Chief Medical Officer is to support all of the operations departments, including underwriting, claims, reinstating business, and the legal terms. Underwriting entails calculating the risk before issuing a policy to a specific person. So, as a CMO, I perform all risk calculations since I have the medical ability to do so. All medical tests performed prior to issuing a policy are examined by me, and I then make a decision and provide an opinion on whether the policy should be provided or not, and if it must be issued, whether it should be issued at ordinary rates or at a loaded premium. When it comes to claims, all the claims received have to be evaluated by me. Further, we have certain legal complaints, where if a client requests a claim and it is denied for certain reasons because it does not fall under our policy terms and conditions, the consumer has the right to register a complaint with the ombudsman. After reviewing the legal advice, we will decide whether to pay the claim or let it stand. All of those decisions are being evaluated by me. So these are the primary responsibilities that I play at Aviva Life Insurance as a chief medical officer, along with managing the underwriting.

What steps do you take to keep yourself well aligned with the various evolutions and changes that keep taking place within the industry and the technology world?

Staying relevant to the current market dynamics is very crucial because there are so many changes taking place, and there is so much competition among insurance firms, domestically in particular. The best part is that we have a lot of conferences and a lot of shared study material across industries. I make it a point to attend all of the conferences, webinars, and discussions where I can offer my thoughts and learn from others. Of course, one must also study. As a doctor, you must continue to study and revise your subjects on a regular basis. As a pathologist, I must be knowledgeable in all disciplines. Attending conferences, webinars, and learning from others are some of the ways I stay on track.

“Finding a solution for every problem is something that i have always focused on”

In your opinion, what are those facets of your leadership style that have helped you traverse through your professional journey? Tell us about some of the most significant milestones achieved by you over the years.

I always feel that each and every day as it passes, one always learns something. Every experience makes you grow individually. In every organization where I have worked, I always tried to make things simpler. Finding a solution for every problem is something that I have always focused on.

The key milestones that bestowed me with utmost satisfaction are- Being a member of key decision-making committees and contributing to policy formulation and issuance at all firms, promoting innovative InsurTech initiatives, and introducing several technical innovations in collaboration with niche vendors to transform various claim investigation and settlement processes à reduced forgery, improved customer experience. Despite logistical hurdles during the pandemic, I led stellar efforts to assess a large volume of claims and policy underwriting, and I helped Religare win the 'Best Claim Services Provider of the Year' title at the Insurance India Summit & Awards, 2019.

As a successful medical leader, what would your advice be to young girls and women who aspire to follow in your footsteps?

My advice to the current generation or to the people who aspire to become medical leaders or doctors is to have a clear focus and clear vision. If you have a clear vision or foresight and you are focused on what you want to do or what your ambition is and if you are willing to accept challenges, then there is no looking back. Anyone can aspire to become anything or anyone they want. Focus, vision, and foresight.

Dr. Poonam Bagga, Chief Medical Officer, Aviva India

Poonam obtained her MBBS and went on to complete her postgraduation in clinical pathology at the Mahatma Gandhi Mission Hospital in Aurangabad. Now as a Chief Medical Officer, She support all of the operations departments, including underwriting, claims, reinstating business, and the legal terms. Underwriting entails calculating the risk before issuing a policy to a specific person.