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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 patterns and the intent of those behaviors. Insurers need to forecast customer expectations based on historical pattern to improve satisfaction scores 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 underwriting cloud–AUSIS which helps to connect, and 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. 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 a 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. A keen eye for the data will help us be nimble and be a step ahead in 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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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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