Galaxy Health Insurance Partners With Zoho to Build IRDAI-Compliant Distribution Platform
Galaxy Health Insurance has partnered with Zoho to build an IRDAI-compliant digital distribution platform. The partnership aims to streamline insurance distribution and strengthen technology-driven operations.
Sridhar Vembu, Co-founder and Chief Scientist, Zoho, with Mr. G. Srinivasan, MD & CEO, Galaxy Health.
NEW DELHI, Galaxy Health: August 18* — 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, the two companies said, in a collaboration with Zoho’s Enterprise Business Solutions (EBS) team.
The partnership has enabled the standalone health insurer to move from IRDAI approval to live, large-scale operations within a compressed timeframe that the companies described as virtually unprecedented in the sector.
“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 of Galaxy Health Insurance. “Zoho enabled us to go live rapidly while embedding regulatory governance, operational control, and long-term scalability into our foundation.”
Mani Vembu, CEO of Zoho, said the collaboration showed how “compliance, automation, and enterprise readiness can be built into workflows from day one, allowing organisations to move fast without compromising control.”
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Galaxy Health: The Compliance Challenge
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 layered with incentives, reversals, portability handling, EMI-linked payout logic, and taxation rules, and must integrate with the core policy administration system, TCS BaNCS, along with customer and agent portals and secure document repositories.
To address this, Galaxy and Zoho co-created an automation-first, CRM-led distribution platform, positioning Zoho CRM as an 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.
Galaxy Health: How The Platform Works
Field teams use the CRM mobile application for real-time data capture and document uploads, integrated with Galaxy’s document management platform, OmniDocs, for encrypted storage and audit traceability. Automated OTP-based verification, KYC checks, and structured approval routing form what the companies described as a 100% digital onboarding framework with zero rework due to missing documentation.
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.
Tele-sales operations were built into the same architecture, with Zoho CRM 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.
The CRM was also extended to function as a Distribution Management System, consolidating commission computation and incentive management — including reversals within and beyond 30 days, portability cases, EMI-based payouts, and tax calculations — eliminating the need for separate payout engines.
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Galaxy Health: Scale Of Operations
Galaxy Health Insurance received its licence from the Insurance Regulatory and Development Authority of India (IRDAI) in March 2024, in what the company described as under 52 days. Since then, the insurer has built a presence of 75 offices across 8 states, supported by 400+ employees and a network of 18,000+ agents as on date.
The company has recorded 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. Its portfolio includes 14 products (10 core products and 4 add-on covers) spanning inpatient hospitalization, outpatient (OPD) benefits, and wellness programmes. The company has a network of 10,000+ empanelled hospitals and close to 1 million+ lives covered as on date, and reports a claims payout ratio of 98.6%.
Galaxy Health: Post-Launch Numbers
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 payout structures is fully automated, supporting regulator-mandated commissions as well as company-defined rewards without manual reconciliation, the companies said, without a proportional increase in operational headcount.
Galaxy Health: Next Steps
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 designed to support projected growth to thousands of users nationwide without structural rework.
