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The Growth of Usage-Based Insurance in India

Usage-based insurance (UBI), or telematics insurance, is a type of auto insurance policy that considers the insured individual’s traditional auto insurance. It relies on general demographic information and historical claims data to determine premiums.

UBI uses real-time data from telematics devices or smartphone apps to assess risk and calculate premiums.

While it is still a relatively less used insurance product, several prominent insurance companies in India offer UBI:

  1. Bharti AXA General Insurance: Bharti AXA offers a telematics-based motor insurance policy called “DriveSmart.” This policy uses a smartphone app to collect data on driving behavior and offers discounts based on safe driving habits.
  2. ICICI Lombard General Insurance: ICICI Lombard offers a usage-based motor insurance policy called “Pay as You Drive.” It uses a telematics device installed in the insured vehicle to monitor driving behavior and provides premium discounts based on safe driving.
  3. HDFC ERGO General Insurance: HDFC ERGO provides a telematics-based motor insurance policy called “My: Health Drive.” 
  4. Reliance General Insurance: Reliance General Insurance offers a usage-based motor insurance policy called “Pay-As-You-Drive.” It uses a telematics device to track driving behavior and offers discounts based on the collected data.

How has the adoption of usage-based insurance grown in India?

The adoption of usage-based insurance (UBI) in India has steadily grown in recent years. While it is still a relatively new concept in the Indian insurance market, several factors have contributed to its increasing popularity:

  1. Technological Advancements: The widespread availability of smartphones and the advancement of telematics technology have made it easier and more cost-effective for insurance companies to implement UBI programs in India. Telematics devices and smartphone apps can now accurately collect and transmit driving data, enabling insurers to assess risk and calculate premiums based on individual driving behavior.
  2. Cost Savings Potential: One of the critical drivers for adopting UBI in India is the potential cost savings for policyholders. By incentivizing safe driving habits, UBI policies offer the opportunity for individuals to lower their premiums based on their driving behavior. This appeals to cost-conscious consumers who are looking for personalized insurance options.
  3. Increasing Awareness of Road Safety: India has been actively promoting road safety initiatives and campaigns in recent years to address the country’s high number of road accidents. UBI aligns with these efforts by encouraging responsible driving behaviors and offering rewards for safe driving. As individuals become more aware of the importance of road safety, the appeal of UBI policies grows.
  4. Shift in Consumer Preferences: With the advent of digital transformation and changing consumer expectations, there has been a shift in the way people perceive and interact with insurance. Customers now seek personalized and flexible insurance options that align with their lifestyles and preferences. UBI caters to this demand by offering tailored coverage and potential cost savings based on individual driving patterns.

While the adoption of UBI in India is still relatively modest compared to traditional insurance policies, it is expected to grow further as more insurance companies introduce UBI offerings as consumer awareness and acceptance continue to increase. 

Here are some suggestions to increase user adoption and usage of UBI in India:

  1. Consumer Awareness: Educate the customers about the benefits of UBI, such as personalized premiums, safe driving incentives, reduced frauds, and better claims management
  2. Subscription Options: At the initial stages of adoption, it is essential to help users with various payment structures to assuage fears. Similar to the “try and buy” and “cash on delivery” models adopted at the beginning of e-commerce shopping in India, companies can provide various types of UBI products to suit different customer segments and preferences, such as Pay as You Drive (PAYD), Pay How You Drive (PHYD), Pay as You Go (PAYG), and Distance-based Insurance.
  3. Transparency: This form of insurance relies on the free flow of data using technology to collect and analyze it. For example, with mobile apps, plug-in devices, GPS devices, onboard sensors, mileage detection, etc. Communication on how the data is used through videos, informational widgets, or notifications helps ensure the customer is aware of the data privacy and security measures undertaken by an insurer.
  4. Leveraging Channel Partners: UBI requires a robust ecosystem for easy adoption. Companies can partner with OEMs, dealers, aggregators, and other stakeholders for UBI distribution and service.

UBI is relatively new in India but is gaining popularity among car owners who want more control over their insurance costs. The way forward for UBI in India depends on several factors, such as adopting telematics technology, the regulatory framework, consumer awareness, and market competition. UBI has the potential to transform the car insurance industry in India by making it more transparent, fair and customer-centric

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NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

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

Image Source: NPS Prism

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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