Mantra Labs, an InsurTech company that is leveraging latest technologies like Artificial Intelligence, automated chatbots and Augmented Reality is on a mission to serve the digitally savvy customer base, induce automation and reduces false claims. While Mantra Labs has been helping one of India’s esteemed insurance firm Religare, we are also proud technology partners to enterprises like Shell, Ola, and Zipdial(Twitter company).

Mantra Labs is a product and service based company from Bangalore are backed up by a team of 100+ experienced professionals and design-enthusiasts.

We are working to disrupt the insurance sector with its innovative, secure, scalable yet user-friendly solutions and currently focussing on making customer-centric offerings, relevant data extraction, intuitive chat platforms for insurance agents and Deep Technology Services for consistent and efficient output.

Our 3 major focus areas are:

1. Customer Experience Consulting:

In the age of the Digital Insurer, we at Mantra are obsessed with architecting an Eco-System where the user is at the center of the product. This involves mapping the user ecosystem, applying persuasion engineering, and optimizing the cross-channel experience.

2. Plug & Play Products for the Digital Insurer:

Our experience of working with one of the leading Insurance company which handles more than 1.5 million customers/month has given an insight into the products and features needed in the industry. Some of our products include

a. InsurTech Focused Chat Solution:

Hybrid AI chat solution at a fraction of the cost which continuously keeps learning based on Agent Interactions and eventually takes over the workload resulting in significant savings on licensing & agent salary costs.

b. Paper to Digital Document Parser:

An AI driven paper to digital document parser is able to successfully transform paper-based documentation into digital with a successful extraction of relevant consumer filled information.

3. Deep Technology Services:

This has led to upto 7X decrease in manual processes in various aspects of the eco-system and has resulted in efficient & consistent output in process driven workflows.

The skilled Agile practitioners make sure; ideas are out to the market faster than you thought possible. From consumer-facing mobile and web applications to enterprise technologies, our experts are ready to take out on any challenge.

for InsurTech solutions or related queries, reach us at hello@mantralabsglobal.com.

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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