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Mantra Labs Journey 2017 – Major Highlights

2018 is here! and so are we with our updates for the year. Mantra Labs has completed 8 years in product and services industry.
We started rolling out yearly updates last year and it has been great. We wish to continue this and bring to you what we have been doing in 2017 to make a promising future in 2018 a beyond.

Our focus for Fin-Tech Industry:

This year we have focused on digital transformation in Fin-tech Industry and have helped many of our leading clients like Religare and ForwardLane on the path of Digital Transformation.

Let’s take a look at our 3 major Fin-Tech areas:

  • Customer Experience Consulting
  • Plug&Play products for Digital Insurer
  • Deep Technology Services

Our New Apps and Products:

When we posted updates last year we mentioned that you should lookout for two apps SellFash and Touchkin. We did deliver on that promise and some more.

Here is a snapshot of all the Apps and works we did.

1. SellFash is now a full-fledged Reseller App with more than 8000 resellers on board. It was a challenge when GST was implemented however we persisted through to deliver our customers the best.

2. We are the co-creator of Wysa, a Mental healthcare assistant app with more than 5 million conversations.

3. Xavi: This is our first product and delivers the best TV viewing experience. We have this product in the field for beta already.

4. AI Hybrid Chatbots: We delivered multiple chatbot platforms. One with Religare is worth a mention here as it supports more than 1 million impressions each month.

5. Doc to Parser: We have worked on this product to make Digitization a success for various companies. This allows them to convert paper documents to digital ones with 95% accuracy.

This year we added Mantra.design to our initiatives that started with Mantra.ai last year.
Mantra.Design is a boutique design consulting initiative to provide high-value design solutions to our clients.
Mantra.ai continues to be our flagship Artificial Intelligence and Deep Learning practices.

We have grown

Our team size has increased to more than 100 members and this made us move to a new facility in Kalyan Nagar, Bangalore. We have also established our headquarters in Delaware to help our US-based customers have a direct access to us as well.

Announced our New LOGO:

To align with the new technology and world, we also updated our logo to represent the collaboration, connected devices, IOT, product design, development and communication between multiple nodes. The red color signifies passion and internship while the Blue color signifies Technology.

Our collaborations with IBM Watson, Nvidia development partner, Amazon AWS

This year we added some prestigious logos as our clients

        

 

While this year was great we aim to achieve even more in 2018 by focusing on Artificial Intelligence, Fin-Tech and Product incubation. Keep an eye on us!!

 

 

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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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