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AI and The Gen Z Experience

4 minutes read

IRDAI InsurTech Event titled- ‘InsurTech -Catalyst that inspires’ concluded on May 30th in Bengaluru. The event aimed to emphasize on InsurTech ecosystem and its benefit for insurers and saw participation from leading companies like Policybazaar, Shri Ram General Insurance, Reliance General Insurance, and Mantra Labs to name a few. IRDAI chairperson, Mr. Debasish Panda highlighted on the insurance and Insurtech partnerships and the significant role that InsurTechs can play in assisting Indian insurance sector to grow. Parag Sharma, CEO Mantra Labs, was invited as a guest speaker at the event to talk about AI and The Gen Z Experience. 

Parag Sharma, CEO Mantra Labs, at IRDAI InsurTech event.

Here are the key takeaways:

  1. Insurtech 3.0 is all about ‘Experience Economy’. With evolving customer expectations, the real challenge for the insurance industry is getting a product faster. Digital customers today want to buy an experience rather than just a product or a service. Partnering with Insurtechs would give insurers much-needed tech capabilities for product innovation. 
  1. Gen Z places importance on customer experience in various decision-making areas and their willingness to pay a premium for a better experience. In fact, CX is the deciding factor in the buying decision for Gen Z. 
PwC report on Future of Customer Experience Survey
  1. Leveraging technologies such as AI, computer vision, predictive analytics, NLP, OCR across the insurance life cycle to create a superior Gen Z experience.
How to create Value across customer lifecycle through AI & Analytics

Stage 1: Consider and Evaluate 

Data plays a key role in risk evaluation, decision-making process, and improving customer experience. Predictive behavioral analytics helps in identifying consumer pattern and intent of those behaviors. Insurers need to forecast customer expectations based on the historical pattern to improve satisfaction score and boost revenue per customer.

The ‘Digital Behavioral Intelligence Tool’ by Formotiv helps insurers decipher user motivation and intent scores. They collect roughly 5,000-50,000 behavioral data points from 140+ different features on each individual application and provide personalized product recommendations

Stage 2: Buy and Experience

Speed is what the new customer segment wants. Insurers will need to leverage advanced AI and workflow management to improve onboarding experience for the customers. 

Leveraging advanced AI and workflow management to improve onboarding experience for the ‘want-it-now’ customers.

Stage 3: Improving underwriting through AI-Based Dynamic and Smart Decision making in real-time.

Artivatic has introduced a next-gen smart under underwriting cloud–AUSIS which helps to connect, integrate existing or third party applications and APIs for end to end process.

Arivatic Insurtech & Healthtech Platform

Source: Artivatic Insurtech & Healthtech platform

Stage 4: Payment & Claims Management

Fraud Detection with AI and ML models. 

Anadolu Sigorta, recently tested a predictive fraud detection system. This detection engine uses automated business rules, self-learning models, predictive analytics, text mining, image screening, device identification and network analysis that deliver immediate, actionable insights. A.S. attributed over $5.7 million in savings from the AI system.

Claims processing through Computer Vision technology.

Tokio Marine uses  an AI-based CV technology to expedite the motor claims process in Japan. The AI image recognition allows insurers to evaluate the damage to a vehicle.

The app also shares repair method recommendations and guides the claim process to ensure each claim is processed and settled as quickly as possible.

  1. Every insurance provider must become a part of the insurance ecosystem.

We are in the world of growing connected devices. McKinsey report suggests there will be about a trillion devices by 2025 that will connect and share data with interoperable standards. 

Ecosystems that will enable this data sharing are already shaping up. 

One such upcoming ecosystem is NDHM, now called ABHA. Right now, the focus of this ecosystem is on seamless data exchange between health facilities, and it is just a matter of time when this will be extended to insurance as well.

Another ecosystem that is fast around the corner is that of connected devices (medical/non medicals/cars, fitness trackers, smart home gadgets, etc.). Data collected from these devices not only will enable insurers to create innovative products, but also help in processing claims without any friction. 

Creating a frictionless Gen Z experience will require insurers to be part of these or at least hook into these ecosystems. Technology will act as an enabler in doing so. 

Summing Up

Building a great Gen Z experience on the foundations of data will need long-term conviction, patience and continuous analysis of user behavior.

Moral of the story is: Smell the cheese often so you know when it is getting old.

We should not be expecting things to remain as they were in the past. Keen eye to the data will help us be nimble and be a step ahead on meeting customer expectations.

If you’re interested in learning about next-gen technologies and how your business can make use of AI, we would love to speak with you. You can reach out to us at hello@mantralabsglobal.com

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Retention playbook for Insurance firms in the backdrop of financial crises

4 minutes read

Belonging to one of the oldest industries in the world, Insurance companies have weathered multiple calamities over the years and have proven themselves to be resilient entities that can truly stand the test of time. Today, however, the industry faces some of its toughest trials yet. Technology has fundamentally changed what it means to be an insurer and the cumulative effects of the pandemic coupled with a weak global economic output have impacted the industry in ways both good and bad.

Chart, line chart

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Source: Deloitte Services LP Economic Analysis

For instance, the U.S market recorded a sharp dip in GDP in the wake of the pandemic and it was expected that the economy would bounce back bringing with it a resurgent demand for all products (including insurance) across the board. It must be noted that the outlook toward insurance products changed as a result of the pandemic. Life insurance products were no longer an afterthought, although profitability in this segment declined over the years. Property-and-Casualty (P&C) insurance, especially motor insurance, continued to be a strong driver, while health insurance proved to be the fastest-growing segment with robust demand from different geographies

Simultaneously, the insurance industry finds itself on the cusp of an industry-wide shift as technology is starting to play a greater role in core operations. In particular, technologies such as AI, AR, and VR are being deployed extensively to retain customers amidst this technological and economic upheaval.

Double down on digital

For insurance firms, IT budgets were almost exclusively dedicated to maintaining legacy systems, but with the rise of InsurTech, it is imperative that firms start dedicating more of their budgets towards developing advanced capabilities such as predictive analytics, AI-driven offerings, etc. Insurance has long been an industry that makes extensive use of complex statistical and mathematical models to guide pricing and product development strategies. By incorporating the latest technological advances with the rich data they have accumulated over the years, insurance firms are poised to emerge stronger and more competitive than ever.

Using AI to curate a bespoke customer experience

Insurance has always been a low-margin affair and success in the business is primarily a function of selling the right products to the right people and reducing churn as much as possible. This is particularly important as customer retention is normally conceived as an afterthought in most industries, as evidenced in the following chart.

Chart, sunburst chart

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        Source: econconusltancy.com

AI-powered tools (even with narrow capabilities) can do wonders for the insurance industry at large. When architected in the right manner, they can be used to automate a bulk of the standardized and automated processes that insurance companies have. AI can be used to automate and accelerate claims, assess homeowner policies via drones, and facilitate richer customer experiences through sophisticated chatbots. Such advances have a domino effect of increasing CSAT scores, boosting retention rates, reducing CACs, and ultimately improving profitability by as much as 95%.

Crafting immersive products through AR/VR

Customer retention is largely a function of how good a product is, and how effective it is in solving the customers’ pain points. In the face of increasing commodification, insurance companies that go the extra mile to make the buying process more immersive and engaging can gain a definite edge over competitors.

Globally, companies are flocking to implement AR/VR into their customer engagement strategies as it allows them to better several aspects of the customer journey in one fell swoop. Relationship building, product visualization, and highly personalized products are some of the benefits that AR/VR confers to its wielders.  

By honoring the customer sentiments of today and applying a slick AR/VR-powered veneer over its existing product layer, insurance companies can cater to a younger audience (Gen Z) by educating them about insurance products and tailoring digital delivery experiences. This could pay off in the long run by building a large customer base that could be retained and served for a much longer period.

The way forward

The Insurance industry is undergoing a shift of tectonic proportions as an older generation makes way for a new and younger one that has little to no perceptions about the industry. By investing in next-generation technologies such as AR/VR, firms can build new products to capture this new market and catapult themselves to leadership positions simply by way of keeping up with the times.

We have already seen how AR is a potential game-changer for the insurance industry. It is only a matter of time before it becomes commonplace.

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