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The Millennial Effect: Embedded Insurance and Convenience

Millennials are reshaping the insurance sector in this digital age, demanding seamless and personalized experiences. Their tech-savvy approach has fueled the rise of embedded insurance, integrating seamlessly with daily transactions and digital services. Traditionally seen as complex and distant, insurance is evolving to be more accessible and engaging. However, a coverage gap persists, particularly among younger demographics like millennials.

Influence of Millennial Preferences in Insurance:

Millennials are the biggest generational group in many industries and therefore have a strong say in what is trendy among consumers. This cohort’s need for easily operated digital platforms and instant services is reconfiguring how insurance firms think about product creation and delivery. Millennials anticipate more protection products to be incorporated with their daily use platforms like cab-hailing apps, financial management tools, or online shopping sites; that’s where embedded insurance comes in.

Transforming Insurance Delivery

Digital-first approaches are replacing traditional insurance models by focusing on accessibility and user experience. Embedding insurance applies APIs (Application Programming Interfaces) and partnerships in order to include insurance products directly into third-party platforms. This allows for seamless transactions and real-time management of policies through a single integrated service. By doing so, this unification improves overall customer satisfaction by eliminating the need for multiple insurance touchpoints and simplifying the buying process.

  • Millennials Influence on Insurance Trends: Millennials, as the largest group, play a key role in reshaping the insurance business thanks to their demands for an as smooth digital flow as possible and “on-demand” services.
  • Embedded Insurance: Tailored to Reality: Embedded insurance connects with millennials’ different expectations; it incorporates insurance services into the apps already being used by them on a daily basis, such as sharing apps and e-commerce platforms.
  • Digital-First Approaches to Insurance: The tech-based insurance models are replaced by digital-first practices which target convenience and enhanced user experience through APIs and partnerships where they become a part of third-party platforms.
  • Personalization and Tailored Offerings: Embedded insurance involves the customer at the center of the process by offering flexible modes of coverage that are standardized according to specific individual needs and behaviors assisted by data analytics and machine learning algorithms.
  • Insurtech Innovations Driving Change: Today´s insurtech startups are blasting the way for embedded insurance solutions based on digital channels, Internet of Things devices, and data analytics thus enabling them to offer more tailored and responsive insurance services to the conventional industry players.
  • Accelerating Shift Towards Embedded Insurance: The enthusiastic young millennials will continue to be a huge force in determining the future of the insurance industry and embedded insurance will be one of its strongest trends, which will eventually close the insurance gap and produce a more consumer-centered and accessible insurance system.

Customers First, Personalization and Tailored Offerings

Insurance plans are deeply customized to serve different consumer needs from the very beginning through selecting the best coverage that meets their individual personal choices. Insurances need to join consumers’ decision-making and risk preferences processes with the help of data analysis and machine learning techniques so that they can individualize product offers, as well as apply price strategies. As a whole, all those contribute to having a higher engagement rate, the credibility of the insurance company, and, therefore, young people’s acceptance of insurance.

Insurance Technology (Insurtech) Innovations:

Recent startup development in the insurtech sector has led to the introduction of various innovative business models as well as new disruptive technologies which are usually for the displacement of old-fashioned insurers. One such idea that insurance companies are pioneering is embedded insurance. It is a concept where the organization’s platform serves as the conduit for the Internet of Things equipped with data analytic tools to enable the insurer to issue relevant and timely covers. Adopting such revolutions in the delivery of healthcare will assist insurers in promoting this segment of the population while reducing costs and improving operations at the same time.

Conclusion:

As millennials continue to exert their influence on the insurance landscape, the shift towards embedded insurance is poised to accelerate. By embracing digitalization, personalization, and partnership-driven distribution models, insurers can better cater to the preferences of this demographic and bridge the insurance gap. Embedded insurance represents not only a technological evolution but also a paradigm shift towards a more consumer-centric and accessible insurance ecosystem. As the industry embraces these trends, millennials will increasingly find insurance solutions at their fingertips—seamless, intuitive, and integrated into their digital lives.

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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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