Technology is always evolving and shaping up the future of business strategies. Organizations continually try to adopt new technologies to overhaul their business infrastructure and keep up with the pace of changing market dynamics. Leveraging the benefits of AI for process automation has been implemented by several businesses. But, it is still not enough, and there is a lot more to AI that will form the crux of technology disruption in the coming years.

Here is a list of significant technology disruption that is all set to mark a new territory of innovation in the coming five years:

1. Artificial intelligence:

The growth of artificial intelligence in the technology sector has been remarkable, and there have been no signs of its slowing down. In the next five years, we can expect that they will play a significant role in transforming the workplace environment and replacing manual labor. The technology disruption with AI will result in a loss of human jobs at a massive rate as companies tend to prefer economic and efficient systems. The best example of this is the chatbots (chat+robot) that are simulated using natural language processing and artificial intelligence that provide enhanced operational efficiency, 24*7 service and no demands of any working conditions.

2. Insurtech:

The automation in the Insurance sector is gaining momentum currently. For the past few years, the insurance sector was hardly on the map of technology innovation. But, as the technology is getting intertwined in the everyday lives of the people Insurance companies have started adopting technology innovation at a rapid rate. Some of these innovations include Insurance chatbots which are available at all the times to provide solutions to their customers, automated system to perform the internal processes and redundant tasks, AI-based insurance software that processes the claims and service requests quickly.

3. RPA(Robotic process automation):

RPA is the next big thing that will lead to major technology disruption in the coming years. It has already made its way in most of the technology companies, and RPA for insurance is also gaining popularity. With the passage of time, it will just become more advanced and smart replacing a good chunk of human-operated operations. RPA has branched out from three key technologies, i.e., screen scraping, workflow automation and artificial intelligence making it capable of automating business processes and improving the overall work efficiency.

4. Blockchain:

Cryptocurrency based blockchain is the next disrupting technology that has already changed the conventional model of trading and business transaction. Blockchain forms the backbone of cryptocurrencies and Bitcoins. The prominence of Blockchain in the next five years is set to increase by leaps and bounds and will mainstream the payment methods by 2020. Blockchain works on the concept of decentralization where duplicate copies of each ledger are stored on various locations, so there is no focal point of vulnerability that can be exploited by the hackers. It makes blockchain a secure platform altogether. The overall cost of implementing blockchain is quite less because there are no additional costs related to the third parties and is also free from human intervention.

4 Things That Made Blockchain The Most Disruptive Tech In Decades

5. IoT (Internet of things):

The Internet of Things is the interconnection of sensors and software programs embedded physical devices to the Internet that enable them to send and receive data. They play the critical role in the home automation system. Major tech players like Google, Apple and Amazon have already rolled out their smart home products, and their peers like Samsung are in the process to take the plunge in the home automation market. In the next five years, we can presume them to be an integral part of our homes simplifying our lives.

6. Augmented Reality (AR) & Virtual Reality (VR):

As of now, augmented and virtual reality’s existence is limited to the entertainment and gaming industry. But, the future prediction depicts that in the coming years AR will play a significant role in other sectors as well. It will not be surprising to see advancements in AR/VR technology in the healthcare, e-commerce and travel industry.

The above mentioned list was our round-up of the major technology disruption that will happen in the next five years. Though the list can go on and on and you can always find something new to add to the list.

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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