The importance of Insurance cannot be understated, and it is essential for everyone. So, it should be available for the users easily. The insurance companies are adopting digital transformation to alleviate the difficulties that insurants often face in the processing of their claims. Vehicle insurance industry is one of the most expensive insurance sectors, and as a result, many Insurtech companies are coming up with ideas to lower the overall expenses. Startups offering Insurtech services are revolutionizing the complete insurance process and developing solutions that create a level of transparency between the insurers and the clients.

Several technologies are now implemented for easing the vehicle insurance policies and claims. Telematics is one of the most sought technologies that is being used by the auto insurers. It collects the driving details of the driver and creates a profile based on his driving patterns. It is an essential step as it helps to design a customized auto insurance policy and determine the premium. The vehicle owners pay only the premium that is designated for their respective policy and might escape the coverage costs. With continuous monitoring of the vehicles vitals and other details, they can be prompted about their pending servicing or send notification in case of rash driving or accident prone areas.

The anti-theft devices can also help the users to protect their vehicles again theft. If a user has pre-installed anti-theft devices like the steering wheel lock, alarms, immobilizer then it can lower his premium costs when he buys any car insurance policy. There is also ESC(electronic stability control) system that is capable of determining any abrupt pressure on the brake pads and prevents the accidents that can happen due to rolling over the wheels.

Technologies will keep transforming the auto insurance industry and make it economically efficient for insurers as well as insurants. The insurance products are now created smartly keeping in mind the requisites of both the parties.

The technologies around Insurtech services will be capable of doing the following:

• Prevent accidents by analyzing the real-time situations and sending prompts to the driver.

• Faster processing of insurance claims.

• Chatbots to provide immediate answers to customer queries.

• A one-size-fits-all model will be replaced by a customized solution tailored as per the requirements of the insurant.

• Applications that can help users to compare various policies and find the one that best suits them.

• Data collection to see the high-risk zones and simulating the program according to it.

The relevance of Blockchain:

The blockchain is one blooming technology that can be implemented in any industry and insurance is no exception. Blockchain in car insurance can speed up the process of verifying claims based on pre-defined conditions and smart contracts.

Impact of social media:

In today’s age if we do not count social media channels on our list, then it will be unfair. With each one of us being an avid social media user it serves as an excellent platform for customer related queries and complaints. Insurance providers need to be more responsible with their promises because of the impact of social media. They cannot turn away from providing an insurance cover as they have to maintain their brand loyalty and online presence.

These were few of the technologies that are impacting the auto insurance industry, and with the passage of time, it will become even more advanced. More and more applications are being introduced by insurance companies to ease the process of vehicle insurance. And the best part about them is that they are urging the people to drive safe and improve their driving habits. Yes, technology cannot put an end to the accidents, but it can surely alleviate them.

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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