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Insurance Agent – Would INSURTECH Complement or replace them?

I remember my young days when one of my close relatives started working as an Insurance Agent, and it was considered to be a precious job. A few days back when I met him, I asked him – Has the latest technology affected your work? I was expecting a negative answer, but instead, he showed me the flip side of how insurtech is helping him make a more personalized and long-term relationships. While some of the mundane jobs like data entry, reminders, quotes comparison, underwriting has been taken up by the insurtech technology, individuals, business owners or firms are yet inclined to interact with a human being and close the deal.

He mentioned a couple of analogies to strengthen his case – he said e-commerce industry in India that is worth US$125 billion as of April 2017 was not able to displace the brick and mortar industry. Or has the automobile industry removed pedestrians from the road?

Or the most important one – has the digitization removed the government agents that help citizens in getting their vehicle registered or apply for the PAN card?

Or has the financial inclusion initiative detached Banking agents or business correspondents from the chain? With a big smile on his face, he was sure digital move will only enhance his powers as insurance agents and not displace them.

Let’s take a look “HOW INSURTECH WOULD STRENGTHEN INSURANCE AGENT”

CHATBOTS HELPING IN CONVERSATION

Let’s accept it, on the one hand, people are busy and may not be available for sales pitch even it’s a tedious job for the insurance agent to repeat the same introduction to every prospective client, and that’s why – chatbots are handy. Start a conversation at your ease, and get full information handy. If you are satisfied, book an appointment with the agent, and he would come and guide you further.

DATA DATA EVERYWHERE

InsurTech is helping the insurance firms in churning the data that supports them in analyzing their needs and preferences. The same data could be used by insurance agents to grab more clients. Just for example if an individual is a wanderlust, he might be more interested in getting customized travel insurance rather than home or term insurance. Such kind of data when provided to an insurance agent, he could use his expertise to present a sales pitch to the client and help him in also getting customization if needed.

VALUE ADDED SERVICES

While play store may be filled with apps that provide dos and don’ts of insurance, individuals expect a human touch that offers “personalization with freebies.” Insurance agents could tap into this domain by also offering value-added services to make their client feel special. Just for example – using a robo advisor to generate a financial planning portfolio for your prospective client could help in trusting the agents and building a long-term relationship.
Undoubtedly technologies’ like Artificial Intelligence[AI], Natural Language Processing [NLP] would help in improving the financial decision, but they are also strengthening the agents in providing value-added services and making it a more engaging experience.

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References:

https://www.insurancebusinessmag.com/asia/news/breaking-news/tech-to-complement-not-replace-insurance-50228.aspx

https://dailyfintech.com/2017/11/30/insurtechisagentspinach/
https://www.insurancejournal.com/magazines/mag-features/2017/04/03/446012.htm

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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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