Galaxy Health Insurance partners with Zoho to build and deploy a scalable, regulator-compliant distribution platform in under three months

The CRM-led platform accelerates time-to-value by enabling IRDAI-compliant agent and intermediary onboarding, tele-sales, customer support including grievance management, and automated commission processing at scale.

Chennai, India, 18th August — Galaxy Health Insurance Company Limited has partnered with Zoho to design and deploy a regulator-compliant, enterprise-grade insurance distribution platform in under three months in a strategic collaboration with Zoho’s Enterprise Business Solutions (EBS) team, enabling the newly licensed standalone health insurer to move from IRDAI approval to live, large-scale operations within an exceptionally compressed timeframe — virtually unprecedented in the sector.

Commenting on the partnership, the Chief Executive Officer of Galaxy Health Insurance G. Srinivasan said, “After receiving our IRDAI licence in March 2024, we needed a strategic partner that could combine agility with enterprise-grade scale. Our immediate priority was a quick go-to-market, but equally important was building a technology platform capable of supporting our long-term Pan-India expansion. From the outset, our focus was to establish a compliant and scalable distribution backbone without the luxury of extended implementation cycles. Zoho enabled us to go live rapidly while embedding regulatory governance, operational control, and long-term scalability into our foundation.”

Mani Vembu, CEO, Zoho, added, “For new-age insurers, the challenge is not just digitisation, but architecting systems that can scale securely in a regulated environment. Our collaboration with Galaxy Health Insurance demonstrates how compliance, automation, and enterprise readiness can be built into workflows from day one, allowing organisations to move fast without compromising control.”

Galaxy Health Insurance company received its license from the Insurance Regulatory and Development Authority of India (IRDAI) in record time, less than 52 days. Galaxy health insurance received its license in March 2024. Since then, Galaxy Health Insurance has established a strong and rapidly growing presence with 75 offices across 8 states, supported by 400+ employees and a network of 18,000+ agents (as on date). The company has achieved a total premium collection of ₹225.9 crore, comprising ₹17 crore in FY 2024–25, ₹148 crore in FY 2025–26, and ₹61.23 crore in FY 2026–27 (as on date). With 14 innovative products (10 core products and 4 add-on covers) that extend beyond conventional in-patient hospitalization, offering comprehensive outpatient (OPD) benefits and engaging wellness programmes to provide holistic healthcare solutions tailored to customers' evolving needs. A network of 10,000+ empanelled hospitals, and close to 1 million+ lives covered (as on date). Galaxy Health Insurance continues to strengthen its position as a fast-growing standalone health insurer committed to delivering accessible, innovative, and customer-centric health insurance solutions.

The challenge extended well beyond speed. Insurance distribution involves multi-stage, IRDAI-mandated agent onboarding for IC-38, POSP, and composite agents, each governed by distinct regulatory pathways. Commission structures are tightly regulated and layered with incentives, reversals, portability handling, EMI-linked payout logic, and taxation rules. Tele-sales operations must operate at scale while complying with communication norms. All of this must integrate seamlessly with the core policy administration system, TCS BaNCS, as well as customer and agent portals and secure document repositories.

To address these requirements, Galaxy and Zoho co-created an automation-first, CRM-led distribution platform, positioning Zoho CRM as a regulator-grade orchestration layer across agent onboarding, tele-sales, customer support and grievance redressal, and distribution management. Customer service workflows, including ticketing and regulatory grievance integration with the IRDAI platform, were embedded within the same architecture to ensure compliance and visibility across the service lifecycle. Rather than functioning merely as a front-end sales tool, the CRM serves as the system of record and operational control across the distribution lifecycle. Blueprint-driven workflows embed IRDAI compliance directly into operational processes, while role-based access controls, secure document management, and end-to-end audit trails ensure governance and traceability at every stage.

Field teams use the CRM mobile application for real-time data capture and document uploads, supported by secure integration with Galaxy’s document management platform (OmniDocs) to ensure encrypted storage and full audit traceability. Automated OTP-based verification, KYC checks, and structured approval routing eliminate manual bottlenecks and reduce onboarding turnaround from weeks to days. The result is a 100% digital onboarding framework with zero rework due to missing documentation, ensuring audit-ready compliance from day one.

The platform integrates directly with TCS BaNCS through API calls to generate permanent agent identifiers upon regulatory approval, synchronising data across onboarding, policy issuance, and financial attribution. This ensures that every policy sold is accurately mapped for downstream commission computation and reporting.

Tele-sales operations were enabled within the same architecture. Zoho CRM was integrated with a third-party predictive dialer platform, enabling real-time lead synchronisation, automated do-not-disturb filtering, IVR-based call handling, and disposition tracking within a unified workspace. Single sign-on capabilities reduce agent friction while preserving full visibility into campaign performance and lead progression.

A key differentiator of the implementation was the extension of Zoho CRM to function as a comprehensive Distribution Management System. Commission computation and incentive management, including reversals within and beyond 30 days, portability cases, EMI-based payouts, and tax calculations, were consolidated within the CRM framework. This eliminated the need for separate payout engines while maintaining IRDAI-aligned logic and audit readiness.

Given that delivery quality and assurance were central to Galaxy’s mandate, the implementation was led in-house by the Galaxy team in strategic collaboration with Zoho’s Enterprise Business Solutions (EBS) team. The partnership brought together domain expertise and platform capabilities to translate insurance-specific operational complexity into scalable, automation-driven workflows and integrations. A key enabler of this accelerated journey was the clarity and precision of the requirements articulated by Galaxy Health Insurance, allowing Zoho to respond with speed and translate complex business needs into effective, scalable solutions. This co-creation model ensured the platform was delivered within compressed timelines while being intentionally architected to support sustained, enterprise-scale growth.

Since launch, the CRM-led distribution engine has enabled Galaxy to onboard more than 250 agents per week and manage over 40,000 outbound tele-sales calls per month. Commission and incentive processing across complex payout structures is fully automated, supporting regulator-mandated commissions as well as company-defined rewards without manual reconciliation. This scale has been achieved without proportional growth in operational headcount.

For customers, this translates into faster onboarding, quicker policy issuance, and improved transparency across the purchase journey. For agents and internal sales teams, it ensures accurate attribution, transparent payouts, and real-time performance visibility. For the organisation, it establishes a single source of truth across onboarding, sales, payouts, and compliance reporting from inception.

With its core distribution platform live, Galaxy Health Insurance is preparing to expand into web-based digital acquisition channels while scaling its footprint pan-India. The CRM architecture has been intentionally designed to support projected growth to thousands of users nationwide without structural rework, ensuring that early velocity evolves into sustained operational resilience.

More broadly, the partnership reflects how digitally native insurers are designing distribution ecosystems where compliance, scale, and growth readiness are embedded from inception rather than layered on later. In doing so, Galaxy has demonstrated how a clean-slate insurer can compress time-to-market while establishing enterprise-grade control from day one.

About Zoho

With over 60 apps across nearly every major business category, Zoho Corporation is one of the world's most prolific technology companies. Headquartered in Chennai, India, Zoho is privately held and profitable, employing more than 19,000 people worldwide. Zoho is committed to user privacy and does not rely on an ad-revenue business model. The company owns and operates its data centres, providing full oversight of customer data privacy and security. Over 150 million users globally—across hundreds of thousands of companies—trust Zoho to run their businesses, including Zoho itself. For more information, visit www.zoho.com

About Galaxy Health Insurance Company Limited

Galaxy Health Insurance is jointly promoted by the renowned industrial house TVS family, Shri Venu Srinivasan, Chairman Emeritus of TVS Motor Company and Sundaram-Clayton Limited, along with the family of Shri V. Jagannathan, former CMD of United India Insurance Co. Ltd. and founder of India’s first standalone health insurance company. Galaxy Health Insurance received its licence from the Insurance Regulatory and Development Authority of India (IRDAI) in March 2024 and is committed to making quality health insurance accessible through customer-centric products, strong distribution and technology-enabled service.

Galaxy Health Insurance integrates comprehensive inpatient (IPD) protection, outpatient (OPD) benefits, preventive wellness services and digital health solutions into a customer-centric ecosystem. Through its Gala Fit Wellness Programme, the company offers customized wellness journeys for both adults and children, with renewal premium discounts for healthy lifestyles.

Galaxy Health Insurance has introduced several pioneering features across its health insurance portfolio, including coverage for sleep disorders and sleep studies (polysomnography), assisted living benefits, comprehensive organ donor and organ transplantation coverage, and coverage for 68 consumables, along with admission, medical records and insurance processing charges. Other healthcare innovations include Premium Promise, reduction of PED and specified disease waiting periods, Durable Medical Equipment/CAPD, Wealth for Health, Partner Protect, coverage for high-end diagnostics, enhanced 3X and 10X multipliers, Advance Access, and exclusive benefits for NRIs and OCIs.

Trusted by nearly one million customers, Galaxy Health Insurance is committed to delivering a seamless claims experience. The company has reported a claims payout ratio of 98.6%, meaning ₹98.60 is paid for every ₹100 claimed.

Website: https://www.galaxyhealth.com/

Media Contacts

Aditi Gupta:
aditi.gupta@zohocorp.com