The Zoho-powered platform automates agent onboarding, tele-sales, customer support and commission processing as the insurer scales its operations
Galaxy Health Insurance Company has partnered with Zoho to build and deploy an enterprise distribution platform in less than three months, enabling the newly licensed standalone health insurer to establish a digital operating backbone for agent onboarding, sales, customer support, grievance management and commission processing.
The platform was developed in collaboration with Zoho’s Enterprise Business Solutions team, with Zoho CRM positioned as the central orchestration layer across Galaxy’s distribution operations. The implementation was designed to address the regulatory and operational requirements associated with scaling an insurance business while integrating with the insurer’s existing policy administration and document management systems.
“After receiving our IRDAI licence in March 2024, we needed a strategic partner that could combine agility with enterprise-grade scale,” said G. Srinivasan, Chief Executive Officer, Galaxy Health Insurance. “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.”
Galaxy received its IRDAI licence in March 2024, reportedly in less than 52 days. Since then, it has expanded to 75 offices across eight states, with more than 400 employees and a network of over 18,000 agents. The insurer has also reported premium collections of ₹225.9 crore, more than 10,000 empanelled hospitals and close to one million lives covered.
The technology challenge was therefore not simply about putting a sales platform in place. Insurance distribution requires multiple regulatory processes for onboarding IC-38, POSP and composite agents, while commission processing involves reversals, portability, EMI-linked payouts, incentives and taxation.
Galaxy and Zoho addressed these requirements through an automation-first architecture in which CRM became the operational control layer across the distribution lifecycle. Blueprint-driven workflows embed regulatory requirements into onboarding processes, while role-based access, secure document management and audit trails provide governance and traceability.
Field teams can capture information and upload documents through the CRM mobile application. The platform integrates with Galaxy’s OmniDocs document management system, while automated OTP verification, KYC checks and approval workflows reduce manual intervention. Galaxy said the resulting onboarding process is fully digital, with no rework attributed to missing documentation.
The CRM also integrates through APIs with TCS BaNCS. Once regulatory approval is completed, the system generates permanent agent identifiers and synchronises information across onboarding, policy issuance and financial attribution. This allows policies to be mapped to the appropriate agents for commission processing and reporting.
Tele-sales has been incorporated into the same architecture. Integration with a third-party predictive dialler enables lead synchronisation, do-not-disturb filtering, IVR-based call handling and disposition tracking. Single sign-on further connects sales operations within the same environment.
Commission processing represents another significant component of the platform. Galaxy has extended Zoho CRM into a broader Distribution Management System, incorporating commission and incentive calculations, reversals, portability cases, EMI-linked payouts and tax calculations. This removes the need for separate payout engines while maintaining the required audit trail.
“ For new-age insurers, the challenge is not just digitisation, but architecting systems that can scale securely in a regulated environment,” said Mani Vembu, CEO, Zoho. “Our collaboration with Galaxy Health Insurance demonstrates how compliance, automation, and enterprise readiness can be built into workflows from day one.”
The platform is already being used at scale. Galaxy said it can onboard more than 250 agents a week and manage over 40,000 outbound tele-sales calls a month, while commission and incentive processing is automated across multiple payout structures. The company said this has been achieved without a proportional increase in operational headcount.
For Galaxy, the architecture provides a single operational view across onboarding, sales, payouts and compliance reporting. The company is now preparing to expand into web-based digital acquisition channels and increase its pan-India presence.
The implementation was led by Galaxy’s internal team in collaboration with Zoho’s Enterprise Business Solutions team. The companies said the co-creation approach, supported by detailed requirements from Galaxy, enabled the platform to be delivered within the compressed timeline while leaving room for expansion.
The larger significance of the project lies in how a newly established insurer can build regulatory controls into its technology architecture from the outset rather than retrofit them as the business scales. For Galaxy, the objective is to turn its early speed of execution into an operating platform capable of supporting nationwide growth without requiring a fundamental redesign.