As the economies become digitally empowered, business models are also being updated constantly to keep up with the dynamic customer expectations. Long gone are the days when the customer would worry about pleasing the insurance agents to keep in sync with their policies.

Today, InsurTech is all about digitally empowered insurance businesses and strategies and availability of online insurance solutions to customers. With information available at their fingertips, customers are now, reaping the benefits of multiple options and easy reimbursements with practically no human intervention in a few cases.

After FinTech, InsurTech had been creating a lot of excitement in the Western world. Now, the focus is shifting towards Asia. With a population of over 4.4 Billion, Asia is sure to play a huge role in the trends of growth and development. Singapore and HongKong are already betting on the Tech avatar businesses in insurance.

The Current Phase

According to a report by Ernst and Young, the trends for an InsurTech market in Southeast Asia will keep changing rapidly over the next three-to-five years pertaining to the adoption of changing technologies by businesses. The conventional business roles and models like paper record maintenance and manual verification are expected to be eradicated completely.
With over, 40% of uninsured, the middle class population in Southeast Asia. The scope of penetration for digitally charged insurance businesses through technology mediums like Smartphones is huge.

About The Expected Change

Business startups in the US and UK have attracted a lot of venture capitalists investments in the recent past. As a ripple effect of the same, South Asia also awaits to cash in on the buzz. Since, Asia, is one continent with maximum growing untapped population, the opportunity it represents is also tremendous.

Banks in financial hubs of SouthAsia, Singapore, and HongKong have already received big investments in InsurTech: DBS bank from Manulife of 1.2 Billion dollars, Citibank from AIA group 800 Million dollars and Standard Charted from Prudential (UK) 1.25 Billion dollars.

Singapore and Hongkong are providing a host of development and breeding options like incubators, insurance labs and more for InsurTech startups.

China is also seeking to build up big online platforms to provide various insurance options personal, medical, auto online. Malaysia has already started reaping the benefits of such platforms by slowly reducing the need for live agents.

The business models are completely changing. A lot of eyes are set on India, by financial investors and interested insurance companies for their growth in the world’s largest growth market.

What Does The Future Behold?

With Web becoming the business place for the insurance market, cybersecurity will play a huge role. Until completely secured businesses are established, the maximum potential of a digital business model cannot be accomplished.

Earlier, a lot of traditional businesses could not venture into Asian markets due to the regulatory risks involved. But, now, as power lies in the hands of machines, the business market is expected to explode exponentially.

Source-

http://www.channelnewsasia.com/news/business/dbs-manulife-tie-up-takes-aim-at-asia-s-growing-insurance-market-8201936
http://www.datacenterjournal.com/ten-things-need-know-cybersecurity-insurance/

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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