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Contactless Solutions in Insurance

3 minutes, 53 seconds read

Last decade was benchmark for contactless technology, which was mainly confined to payments. In 2014, with the launch of ApplePay followed by Android Pay and Samsung Pay, digital wallets played an important role in raising the bar for digital payment experiences. Another remarkable breakthrough in the contactless payments can be attributed to NFC-only debit cards introduced in 2016 by Erste Group Bank AG.

Now (the 2020s), we’re about to witness another disruption in contactless digital experiences, which will cover many different business spheres including insurance. 

However, prolonged lockdowns and the need for social distancing amidst the COVID crisis has shifted consumer preference towards digital. Consumers are now ready to adopt digital technologies — appreciating the contactless approach by Insurers.

Today’s consumers expect personalization, convenience, and greater levels of customer service satisfaction regardless of insurers, assets, and geography. Soon, we may resume socializing, but there sure will be a change in the way we interact with our environment. 

This article highlights the emerging contactless solutions in Insurance.

Claims Inspection

Going by the traditional physical inspection way, even a simple motor claim may take 5-7 working days. For instance, after a customer has intimated the insurer about the accident, the Insurer would assign a surveyor to assess the extent of damage/loss and authenticate the incident. 

This process is not only time consuming, but also requires the surveyor to visit the location, assess the damage, and process documents. 

Self-service claims portals can help customers register, inspect, and settle their motor insurance claims in a comparatively shorter time. It also eliminates field-visits for the surveyor.

The technology that is creating an impact here is Machine Vision. It can analyze damaged parts and the severity of damage through the photographs submitted by the customers. 

Trillium Mutual Insurance, Bajaj Allianz are already using contactless claims solutions for their policyholders.

[Also read: How Machine Vision can Revolutionize Motor Insurance]

Policy Distribution

Agents have been a predominant channel for insurance distribution for decades. In 2019, the new-age tech-savvy customers posed a threat to traditional agent-based selling in Insurance. The current COVID crisis has confused businesses as to which channel to opt. The elder generation, who preferred face-to-face communication while buying a policy, planning investment, etc. are reluctant to meet people. 

In this situation, multilingual/vernacular chatbots can handle pre and post-sales queries; thus, eliminating the need for agents/RMs to meet clients and prospects physically. 

Chatbots equipped with language processing capability can be a great contactless solution for policy distribution. They can eliminate human interaction in areas such as First Notice of Loss (FNOL) and customer support.

“The new normal is when people learn how to do contactless selling. Covid-19 has brought a change in universal behavior..everybody realizes the need for social distancing, the need to go digital and this is where people are more amenable to being sold to digital. Insurers who accomplish contactless sales today are the ones who will be able to make a difference going forward.”

K V Dipu, President — Operations, Communities & Customer Experience, Bajaj Allianz General Insurance

[Also read: ‘Digital’ Insurance Broker: The case for a digital brokerage]

Another aspect of this case is equipping agents with technical knowledge and they can help clients/prospects on “how to” situations through video chats.

API Integration

In the API-based business model, apart from traditional distribution channels, 3rd party apps allow customers to buy/renew insurance policies. 

Digital wallets like PayTM and PhonePe (in India) have updated their interface to allow essential payments to the fore including insurance premiums. The API-based approach in Insurance is gaining momentum as it allows contactless payments and adds convenience for the user.

[Also read: Four New Consumer-centric Business Models in Insurance]

Contactless Solutions: Field Survey using Drones

Drones carry the ability to extract accurate field information, which can fuel real-time analytics using artificial intelligence and machine learning. MarketsandMarkets estimates the Indian drone software market to reach $12.33 billion by 2022. Drones can fulfill two strategic objectives for Insurers:

  1. Risk management: through efficient field data collection, analysis, and actionable insights 
  2. Operational costs management: through effective claims adjudication, claims processing, and customer experience.

The Future

Gradually, the world will move towards a contactless ecosystem. Most of the processes will be automated and wearables and mobile devices will dominate business-to-customer interactions. 

Automotive business, which totally relied on the dealership and offline sales has adapted itself to operate online amidst this crisis. Companies like BMW, Hyundai, Volvo, and Peugeot have already introduced contactless online sales globally.

The point is — people are giving a thought to buying an expensive asset without physically examining it. Digital channels are giving almost similar experiences as physical channels to both consumers and businesses.

In the Insurance landscape, people are open to buying policies online, and at the same time, Insurers are ready to rely on technology for claims investigation, underwriting, and fraud detection. 

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How Smarter Sales Apps Are Reinventing the Frontlines of Insurance Distribution

The insurance industry thrives on relationships—but it can only scale through efficiency, precision, and timely distribution. While much of the digital transformation buzz has focused on customer-facing portals, the real transformation is happening in the field, where modern sales apps are quietly driving a smarter, faster, and more empowered agent network.

Let’s explore how mobile-first sales enablement platforms are reshaping insurance sales across prospecting, onboarding, servicing, renewals, and growth.

The Insurance Agent Needs More Than a CRM

Today’s insurance agent is not just a policy seller—they’re also a financial advisor, data gatherer, service representative, and the face of the brand. Yet many still rely on paper forms, disconnected tools, and manual processes.

That’s where intelligent sales apps come in—not just to digitize, but to optimize, personalize, and future-proof the entire agent journey.

Real-World Use Cases: What Smart Sales Apps Are Solving

Across the insurance value chain, sales agent apps have evolved into full-service platforms—streamlining operations, boosting conversions, and empowering agents in the field. These tools aren’t optional anymore, they’re critical to how modern insurers perform. Here’s how leading insurers are empowering their agents through technology:

1. Intelligent Prospecting & Lead Management

Sales apps now empower agents to:

  • Prioritize leads using filters like policy type, value, or geography
  • Schedule follow-ups with integrated agent calendars
  • Utilize locators to look for nearby branch offices or partner physicians
  • Register and service new leads directly from mobile devices

Agents spend significantly less time navigating through disjointed systems or chasing down information. With quick access to prioritized leads, appointment scheduling, and location tools—all in one app—they can focus more on meaningful customer interactions and closing sales, rather than administrative overhead.

2. Seamless Policy Servicing, Renewals & Claims 

Sales apps centralize post-sale activities such as:

  • Tracking policy status, premium due date, and claims progress
  • Sending renewal reminders, greetings, and policy alerts in real-time
  • Accessing digital sales journeys and pre-filled forms.
  • Policy comparison, calculating premiums, and submitting documents digitally
  • Registering and monitoring customer complaints through the app itself

Customers receive a consistent and seamless experience across touchpoints—whether online, in-person, or via mobile. With digital forms, real-time policy updates, and instant access to servicing tools, agents can handle post-sale tasks like renewals and claims faster, without paperwork delays—leading to improved satisfaction and higher retention.

3. Remote Sales using Assisted Tools

Using smart tools, agents can:

  • Securely co-browse documents with customers through proposals
  • Share product visualizations in real time
  • Complete eKYC and onboarding remotely.

Agents can conduct secure, interactive consultations from anywhere—sharing proposals, visual aids, and completing eKYC remotely. This not only expands their reach to customers in digital-first or geographically dispersed markets, but also builds greater trust through real-time engagement, clear communication, and a personalized advisory experience—all without needing a physical presence.

4. Real-Time Training, Performance & Compliance Monitoring

Modern insurance apps provide:

  • On-demand access to training material
  • Commission dashboards and incentive monitoring
  • Performance reporting with actionable insights

Field agents gain access to real-time performance insights, training modules, and incentive tracking—directly within the app. This empowers them to upskill on the go, stay motivated through transparent goal-setting, and make informed decisions that align with overall business KPIs. The result is a more agile, knowledgeable, and performance-driven sales force.

5. End-to-End Sales Execution—Even Offline

Advanced insurance apps support:

  • Full application submission, from prospect to payment
  • Offline functionality in low-connectivity zones
  • Real-time needs analysis, quote generation, and e-signatures
  • Multi-login access with secure OTP-based authentication

Even in low-connectivity or remote Tier 2 and 3 markets, agents can operate at full capacity—thanks to offline capabilities, secure authentication, and end-to-end sales execution tools. This ensures uninterrupted productivity, faster policy issuance, and adherence to compliance standards, regardless of location or network availability.

6. AI-Powered Personalization for Health-Linked Products

Some forward-thinking insurers are combining AI with health platforms to:

  • Import real-time health data from fitness trackers or health apps 
  • Offer hyper-personalized insurance suggestions based on lifestyle
  • Enable field agents to tailor recommendations with more context

By integrating real-time health data from fitness trackers and wellness apps, insurers can offer hyper-personalized, preventive insurance products tailored to individual lifestyles. This empowers agents to move beyond transactional selling—becoming trusted advisors who recommend coverage based on customers’ health habits, life stages, and future needs, ultimately deepening engagement and improving long-term retention.

The Mantra Labs Advantage: Turning Strategy into Scalable Execution

We help insurers go beyond surface-level digitization to build intelligent, mobile-first ecosystems that optimize agent efficiency and customer engagement—backed by real-world impact.

Seamless Sales Enablement for Travel Insurance

We partnered with a leading travel insurance provider to develop a high-performance agent workflow platform featuring:

  • Secure Logins: Instant credential-based access without sign-up friction
  • Real-Time Performance Dashboards: At-a-glance insights into daily/monthly targets, policy issuance, and collections
  • Frictionless Policy Issuance: Complete issuance post-payment and document verification
  • OCR Integration: Auto-filled customer details directly from passport scans, minimizing errors and speeding up onboarding

This mobile-first solution empowered agents to close policies faster with significantly reduced paperwork and data entry time—improving agent productivity by 2x and enabling sales at scale.

Engagement + Analytics Transformation for Health Insurance

For one of India’s leading health insurers, we helped implement a full-funnel engagement and analytics stack:

  • User Journey Intelligence: Replaced legacy systems to track granular app behavior—policy purchases, renewals, claims, discounts, and drop-offs. Enabled real-time behavioral segmentation and personalized push/email notifications.
  • Gamified Wellness with Fitness Tracking: Added gamified fitness engagement, with rewards based on step counts and interactive nutrition quizzes—driving repeat app visits and user loyalty.
  • Attribution Tracking: Trace the exact source of traffic—whether it’s a paid campaign, referral program, or organic source—adding a layer of precision to marketing ROI.
  • Analytics: Integrated analytics to identify user interest segments. This allowed for hyper-targeted email and in-app notifications that aligned perfectly with user intent, driving both relevance and response rates.

Whether you’re digitizing field sales, gamifying customer wellness, or fine-tuning your marketing engine, Mantra Labs brings the technology depth, insurance expertise, and user-first design to turn strategy into scalable execution.

If you’re ready to modernize your agent network – Get in touch with us to explore how we can build intelligent, mobile-first tools tailored to your distribution strategy. Just remember, the best sales apps aren’t just tools, they’re growth engines; and field sales success isn’t about more apps. It’s about the right workflows, in the right hands, at the right time.

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