When I look back at how rapidly InsurTech is evolving over the years, it makes me wonder what will happen in the next few years. Although we cannot be sure of the technological advancements we can predict some of them for the next year.

Could 2019 be the year of some more interesting digital transformation in InsurTech? Here are some of our predictions:

1. Underwriters will gain knowledge with AI:

Underwriting is one of the essential components of the insurance business and no matter what no machine can replace underwriters. But, we can expect that by 2019 underwriters will get a lot of assistance for their work procedures through AI and RPA. It will help them manage high volumes of data, parse and validate evidence faster and more cleanly through automation. Reports suggest that insurers spend most of their time doing mundane tasks such as data entry instead of performing core operations. The relevance of AI in 2019 will be more impactful for underwriters as it will free them from those additional time-consuming tasks.

2. Blockchain for centralising medical data:

Blockchain provides a central platform for digital medical records that underwriters can access securely. In the next year with the evolution of the regulatory environment around blockchain transaction and the streamlining and automation of underwriting processes, the blockchain will play a vital role in this industry.

3. Top-notch security:

The one thing that all sectors struggle with when they adopt the digital platform is cybersecurity. The networks are always vulnerable to cybercriminals and could be exploited at any point. Insurance firms also face the same issues with legacy systems that are often hard to update so 2019 will also see some advancement in this field and will focus on making platforms much secure, reducing risk across the enterprise.

4. Improved customer experience:

Customers are becoming digitally savvy by each passing day, and they expect a compelling user experience for every digital transaction they make. The insurers need to ensure that they provide their customers as well as the distribution partners a well crafted digital platform that is compatible with new devices while also offering them a personalised experience. This step will also be instrumental in targeting the millennial generation who generally do not take an interest in insurance policies because of its cumbersome architecture.

5. Increased automation:

Automation is gaining momentum in the insurance industry, but it will become more prominent across the entire customer experience and the value chain. The use of chatbots for processing simple requests, quoting and analysing complex issues that might need human intervention will all be a part of advanced automation.

6. Hyper-personalised policies:

The one thing that Insurtech will surely see in 2019 are policies that are customised depending on the needs of the insurants. The agents will make use of the predictive and data analytics to create policies that are cost-effective and useful for both the parties irrespective of their policy size.

All the predictions stated above will play a vital role in Insurtech in 2019, and one can expect accelerating growth in fields like AI, automation of processes and digitalisation of the underwritings. Data and analytics is the underlying key that will enable all these advancements to take place smoothly.

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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