How Lenskart Embedded Smart Eyewear Protection with AI-Powered Claims
70L+
< 2 Weeks
90%+
< 24 Hours
Partner Snapshot
Industry Omnichannel Retail / Eyewear
User Base Digital-first and in-store customers
Product Category Spectacles, Sunglasses, Eyewear Accessories
Insurance Model Embedded | Opt-in | Product Protection
Lenskart is one of India’s largest omnichannel eyewear brands, serving millions of customers across online and offline channels. With eyewear being a high-usage, damage-prone product, Lenskart wanted to offer protection that felt intuitive at purchase—and effortless during claims.
The Challenge
High-volume retail meets post-purchase friction
- Eyewear is prone to breakage, accidental damage, and lens issues
- Traditional claims processes were manual and time-consuming
- Customers expect instant resolution, not paperwork
- Insurance needed to feel like a value add, not an afterthought
- Ops teams needed automation at scale to handle claim volumes
What Lenskart Needed
- Contextual insurance embedded at checkout
- Simple opt-in for customers
- Fast, low-touch claims resolution
- Minimal operational overhead
- Scalable solution across online & offline channels
The Symbo Approach
Embedded protection + AI-led claims automation
- Embedded eyewear protection plans directly into the purchase journey
- Enabled opt-in insurance without impacting conversion
- Built an AI-powered claims engine to automate claim intake and validation
- Used image recognition & rule-based checks to assess damage
- Automated claim decisions for standard scenarios, reducing manual intervention
- Centralised dashboards for policy issuance, claims tracking, and reporting
Impact at Scale
- Large-scale adoption of eyewear protection across channels
- 90%+ claims processed automatically using AI workflows
- Sub-24-hour claim resolution for standard cases
- Significant reduction in manual ops and customer follow-ups
- Improved post-purchase trust and customer satisfaction
"Customer happiness is the core of everything we do at Lenskart. Working with Symbo, we brought first of its kind insurance solution in eyewear industry. Product, process and technology innovation done by Symbo and Lenskart team has helped us improve customer experience significantly. Together we have been able to deliver on our goals of highest attachment rate, seamless claims journey and most importantly customer happiness.”
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