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The role of AI in enhancing claims experience for Insurance customers

4 minutes, 21 seconds read

Insurance customers are most vulnerable when they file a claim. Be it life or general insurance, claims are filed in distress. This is also a critical moment for Insurers. The claims experience they deliver determines customer loyalty, which also influences referral customers in the long run. In the Insurance industry, where products and pricing among the competitors are almost the same, customer experience becomes the main differentiator. 

However, the catch is — we live in a multimodal world, which is an amalgamation of different generations and their unique preferences. Thus, Insurers need to comply with the capricious demands of different sets of policyholders. How?

AI can enhance the overall claims experience for your customers through faster and automated claims support, and multichannel integration. Let’s delve deeper into the details. 

AI in claims management cycle

According to the State of AI in Insurance report, 74% of the Insurance leaders believe that the adoption of AI is most prominent for claims processing; followed by underwriting & risk management (48%), fraud prevention (39%), and customer and agent onboarding (22%).

AI has the potential to deliver a zero-touch integrated claims experience from the first notice of loss to the final settlement. 

Source: The State of AI in Insurance 2020

Delivering faster and integrated claims experience requires redesigning the entire claims journey from the customers’ point of view; where each touchpoint requires seamless digital interactions across the entire claims management cycle. It also involves optimizing back and front-office processes with intelligent automation. 

Typically, claims experience for customers starts with the first notice of loss and involves certain stages for final settlement. Mckinsey reveals that nearly 80% of claims filed are manually reviewed by adjusters. The four main milestones in the claims settlement journey (as illustrated in the diagram above) include — first notice of loss, loss assessment, fulfillment, and settlement. AI can enhance customer experience at each of these stages. 

  • First Notice of Loss: Here, the loss has occurred. The customer is already devastated. Making help available as quickly as possible and in the easiest possible way, Insurers can ensure a healthy experience in an otherwise panicking situation. AI technologies like NLP chatbots, voice-assisted services, and digital claims recording can help in providing instant support. Also with machine learning-based fraud detection algorithms, Insurers can prevent fraud and further resources involved in assessment and fulfillment at the very beginning. 
  • Loss assessment has been a cause of delays in traditional insurance claims processes. Because, Insurers used to manually check damages, optimum repair costs, and then finally calculate the settlement amount. The longer it takes for loss assessment, the higher the brand value declines for the customer. With automated triage & claims inspection and remote inspection & evaluation, loss assessment can be made in a near-real-time.
  • During the fulfillment process, AI can help insurers with automated claims validation and digital supplier management.
  • Immediate settlement is what customers seek. With settlement automation and an automated accounting system, Insurers can provide instant settlement. For instance, Lemonade, a peer-to-peer insurance provider is able to settle claims in less than a minute!

Suggested read — 

AI can enhance claims experience in multichannel Insurance models

Insurers have to deal with a broad spectrum of customers. There are Maturists — the technology non-users, then Boomers — who have just now started using technology, Millennials — the digital immigrants, and Gen Z — the digital natives. 

These different sets of customers not only have different policy preferences but also the choice of platform they use. For instance, Maturists still rely on face-to-face communication with customer representatives to address their claims concerns. Whereas, Millennials want every resolution at the tip of their fingers. 

The proliferation of communication channels has complicated Insurance carriers’ expertise in delivering experiences. But, the generation gap will always remain. Accenture’s recent study reveals that nearly 89% of customers use at least one digital channel to interact with their brand. Surprisingly, only 13% of customers say — the digital and physical experiences are aligned. Therefore, the best approach is to adopt a technology that binds well with the requirements of the past, present, and future. 

AI and Machine Learning technologies make it possible to implement omnichannel and multichannel strategies at scale. However, there’s a fine line between omnichannel and multichannel communication models. Given the above case of different customer demographics, let’s confine to the benefits of AI in multichannel integrations.

  • AI technology enables Insures to precisely understand different personas, policy preferences and customer journeys.
  • Based on customer personas AI can augment the Insurance adjusters, claims managers, and other stakeholders’ knowledge about the claimants and their current situation. Thus, allowing them to address the circumstances with empathy.
  • By capitalizing on the insights obtained through AI, Insurance decision-makers can redesign their IT infrastructure to scale customer experiences.

The crux

In the future, AI will play a crucial role in the completely automated end-to-end claims settlement process. This will bring a two-fold advantage — Insurers will be able to free human resources to provide emotional support to the customers. And, with the instant resolution, customers will get a high-touch claims experience.

We specialize in customer experience consulting with domain expertise in modern Insurance and InsurTech solutions. Drop us a word at hello@mantralabsglobal.com for claims experienced focused products and solutions.

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Sales Applications Are Disrupting More Than Just Sales

Sales success today isn’t about luck or lofty goals—it’s about having the right tools in your team’s hands, wherever they go. Following our earlier in-depth exploration of sales technology, we will now examine how cutting-edge sales apps are becoming the backbone of modern industries, transforming complex workflows into seamless, growth-driving machines.

From retail to healthcare, logistics to real estate, businesses are deploying sales applications to enhance operational transparency, cut redundant tasks, and build intelligent sales ecosystems. These tools are not only digitizing workflows—they’re driving growth, improving engagement, and redefining how field teams operate.

Lead Ecosystems: Unified visibility across channels

One app. Five workflows. Zero friction.

A leading insurance brand relaunched their app—a sleek, powerful sales companion that’s turning everyday agents into top performers.

No more paperwork. More time to sell.

Here’s what changed:

  • Every visit is tagged, tracked, and followed through. Renewals? Never missed. Leads? Fully visible.
  • Attendance and reimbursements went on autopilot. No more manual logs. No more chasing approvals.
  • New business and renewals are tracked in real time, with accurate forecasting that sales leaders can finally trust.
  • Dashboards are clean, configurable, and useful—insights that move the business, not just report on it.
  • Seamless Integrations. API connectivity with Darwin Box, IMD Master Data, and SSO authentication for a unified experience.

The result? A field team that moves faster, sells better, and works smarter.

Retail: Taking Orders from the Frontline—Smartly

Field sales agents in retail, especially FMCG, used to rely on gut instinct. Now, with intelligent sales applications:

  • AI recommends what to upsell or cross-sell based on previous order patterns
  • Real-time stock availability and credit status are visible in the app
  • Geo-fencing ensures optimized route planning
  • Built-in payment collection modules streamline transaction closure

Healthcare: Structuring Sales with Compliance and Precision

Healthcare leaders don’t need more reports—they need better visibility from the field.  Whether it’s engaging hospital networks, onboarding clinics, or enabling diagnostics at the last mile, everything needs precision, compliance, and clarity. 

Mantra Labs helped a leading healthcare enterprise design a sales app that integrates knowledge, compliance, performance, and recognition, turning frontline agents into informed, aligned, and empowered brand advocates. 

Here’s what it delivers:

  • Role-based onboarding that keeps every level of the field force aligned and accountable
  • Escalation mechanisms are built into the system, driving transparency across commissions and performance reviews
  • A centralized Knowledge Hub featuring healthcare news, service updates, and training modules to keep reps well-informed
  • Recognition modules that celebrate milestones, boost morale, and reinforce a culture of excellence

Now, the field agents aren’t just connected—they’re aligned, upskilled, and accountable.

Real Estate: From Cold Calls to Smart Conversions

For real estate agents, timing and personalization are everything. Sales applications are evolving to include:

  • Virtual site tour integration for remote buyers
  • Mortgage and EMI calculators to increase buyer confidence
  • WhatsApp-based lead capture and nurture sequences
  • CRM integration for inventory updates and automatic scheduling

Logistics: From Chaos to Control in Field Coordination

Field agents in logistics are switching from clipboards to real-time command centers on mobile. Modern sales applications offer:

  • Live delivery status and route deviation alerts
  • Automated dispute reporting and issue resolution tracking
  • Fleet coordination through integrated GPS modules
  • Customer feedback capture and SLA dashboards

What’s new & what’s next in Sales Applications?

Here’s what’s pushing the next wave of innovation:

  • Voice-to-Text Logging: Agents dictate notes while on the move.
  • AI-Powered Nudges: Apps that suggest next-best actions based on behavior.
  • Omnichannel Communication: In-app chat, WhatsApp, email—unified.
  • Role-Based Dashboards: Different data views for admins, managers, and field reps.

What does this mean for Business Leaders?

Sales Applications are not just tactical tools. They’re platforms for transformation. With the right design, integrations, and analytics, they:

  • Replace guesswork with intelligence
  • Reduce the cost of delay and manual labor
  • Improve agent accountability and transparency
  • Speed up decision-making across hierarchies

The future of field sales lies in intuitive, AI-driven applications that adapt to every industry’s nuances. At Mantra Labs, we work closely with enterprises to custom-build sales applications that align with business objectives and ground-level realities.

Conclusion: 

If your agents still rely on Excel trackers and daily call reports, it’s time to reimagine your sales operations. Let us help you bring your field operations into the future—with tools that are fast, field-tested, and built for scale.

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