It’s very interesting to see and understand how things are really working at the level of bytes and bits. In software, we rarely think about those details, as most of these things are abstracted so a software programmer can focus on just his piece while the hardware engineers and embedded programmers take care of making those intricate and complex circuit boards.

Sometime back when we decided to do something in the space of IOT, we were complete newbies with absolutely no background, academic, or professional. But we learnt many things the hard way by trying, failing, and correcting. But perhaps as many people say, that may also be the best approach towards learning anything new.

Today with an experience of building an actual physical thing that listens, I feel more confident about the space, and our ability to replicate our success story for our clients as well. But what is that we build, and now a question of great debate, and subjectivity. I can perhaps think of some rules that an IOT product or initiative should bear in mind.

Before going forward, give it a thought

Does the device really help its customer? This is a very basic and moot question that every innovator and maker should ask themselves.

Does the product makes our life more safer, convenient, healthier, and happier? If the answer is yes for these questions, the product may find takers in the market.

A product must have a clear cut value proposition for its intended buyers. If the product is just a cool gadget, it will find utility only with a handful of users who will be very quick to move onto something more cooler as and when it’s available in market.

Just having built something and pushing it off to the supply chain may not be of great help in building a sustainable business that will have a long term impact. One should think of constantly reinventing the product to make it better & more useful for its customers. Timely service, and a great customer support will go a long way in winning the confidence of the current active users, and the word of mouth publicity will help in winning more users till the product reaches a critical mass.

There are some challenges too

The challenge that we face today in IOT, especially industrial IOT is that existing chips that help the sensors transmit the data directly into cloud, consume a lot more power than what would be practical for widespread adoption in industries. But recent advancements in technology with the Qualcomm Cat M1 modules, and Verizon’s upgrading its infrastructure to allow ultra low band transmission at really affordable rates can be the right steps in the direction of making IOT really ubiquitous.

Security is another big challenge for mass adoption of IOT. Seeds of doubt about the device being sufficiently protected against hacking is one big reason why customers are still not able to fully give in to the idea of leaving their critical functions to a device. What if my smart locking system is hacked, and an intruder is able to hack his way inside my house?

An intrusion into house, or the smart lighting solution being hacked are still something not as much threatening as a possibility of a smart glucometer or a pacemaker being hacked. Risk of this nature can have life threatening consequences, and cannot be taken lightly.

These are valid questions which the IOT community will have to tackle head on. But I believe these questions or challenges are always there with any new technology. It takes time for ecosystem to mature to a level where issues of security are addressed, questions of viability, feasibility, and usability are addressed, and then mass adoption follows. The stage in which the current IOT development possibly is where developers and engineers worldwide are working in the direction of making IOT safer, and more useful for everyone. Soon it will be IOT for everyone.

Stay tuned for next article about some specific steps and questions to create an IOT Product.

NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

By : Divyanjali Gupta

Published on Jul 24, 2025

Customer Experience CX Insurance NPI In Insurance

Claims are the moment of truth. Are you turning them into moments of loyalty?

In insurance, your app interface might win you downloads. Your pricing might drive conversions.
But it’s the claims experience that decides whether a customer stays—or leaves for good.

According to a survey by NPS Prism, promoters are 2.3 times more likely to renew their insurance policies than passives or detractors—highlighting the strong link between customer advocacy and retention.

NPS in insurance industry is a strong predictor of customer retention. Many insurers are now prioritizing NPS to improve their claims experience.

So, what are today’s high-NPS insurers doing differently? Spoiler: it’s not just about faster payouts.

We’ve worked with claims teams that had best-in-class automation—but still had low NPS. Why? Because the process felt like a black box.
Customers didn’t know where their claim stood. They weren’t sure what to do next. And when money was at stake, silence created anxiety and dissatisfaction.

Great customer experience (CX) in claims isn’t just about speed—it’s about giving customers a sense of control through clear communication and clarity.

The Traditional Claims Journey

Forms → Uploads → Phone calls → Waiting
No real-time updates
No guidance after claim initiation
Paper documents and email ping-pong

The result? Frustrated customers and overwhelmed call centers.

The CX Gap: It’s Not Just Speed—It’s Transparency

Customers don’t always expect instant decisions. What they want:

To know what’s happening with their claim
To understand what’s expected of them
To feel heard and supported during the process

How NPS Leaders Are Winning Loyalty with CX-Driven Claims and High NPS

1. Real-Time Status Updates

Transparency to the customer via mobile app, email, or WhatsApp—keeping them in the loop with clear milestones.

2. Proactive Nudges

Auto-reminders, such as “upload your medical bill” or “submit police report,” help close matters much faster and avoid back-and-forth.

3. AI-Powered Document Uploads

Single-click scans with OCR + AI pull data instantly—no typing, no errors.

4. In-the-Moment Feedback Loops

Simple post-resolution surveys collect sentiment and alert on issues in real time.

For e.g., Lemonade uses emotional AI to detect customer sentiment during the claims process, enabling empathetic responses that boost satisfaction and trust.

Smart Nudges from Real-Time Journey Tracking

For a leading insurance firm, we mapped the entire in-app user journey—from buying or renewing a policy to initiating a claim or checking discounts. This helped identify exactly where users dropped off. Based on real-time activity, we triggered personalized notifications and offers—driving better engagement and claim completion rates.

Tech Enablement

Claims Orchestration Layer: Incorporates legacy systems, third-party tools, and front-end apps for a unified experience.

AI & ML Models: For document validation, fraud detection, and claim routing, sentiment analysis is used. Businesses utilizing emotional AI report a 25% increase in customer satisfaction and a 30% decrease in complaints, resulting in more personalized and empathetic interactions.

Self-Service Portals: Customers can check their status, update documents, and track payouts—all without making a phone call.

Business Impact

What do insurers gain from investing in CX?

A faster claim is good. But a fair, clear, and human one wins loyalty.

And companies that consistently track and act on CX metrics are better positioned to retain customers and build long-term loyalty.

At Mantra Labs, we help insurers build end-to-end, tech-enabled claims journeys that delight customers and drive operational efficiency.
From intelligent document processing to AI-led nudges, we design for empathy at scale.

Want a faster and more transparent claims experience?

Let’s design it together.
Talk to our insurance transformation team today.

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