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What does the Digital & Connected Patient Experience of Tomorrow look like?

Over the last two years, between setting up new hospitals, handling the patient load, rearranging floors, and turning ICUs into covid wards quickly, the healthcare ecosystem faced a paradigm shift. Virtual visits that seemed like a mere possibility a few years ago, turned into reality in just a matter of months. Hospitals turned up at doorsteps and digital consultations became the new normal. The pandemic gave momentum to the rapid adoption of newer technologies by both providers and patients.

The Healthcare of Tomorrow

According to Deloitte, by 2040, health care as we know it today will cease to exist and the focus will shift from ‘healthcare’ to ‘health’. While it’ll be impossible to eradicate disease and illness completely, early detection, proactive intervention, and progress tracking will help to prevent serious consequences and promote well-being. 

Smartwatch market share is expected to reach $ 95.78 Billion by 2028 and register a CAGR of 19.1%, according to Emergen Research. A 71-year-old woman in the US collapsed while she was alone, but the Apple Watch’s fall detection feature was able to warn her son and first responders. When she was taken to the health center, she was detected with a mass in her lungs that was cancerous. The future of healthcare will be strongly empowered by the digital revolution where the focus will be more on wellness rather than illness.

What does a Digital Patient of tomorrow want?

Patient loyalty is directly linked with their overall experience. According to Accenture, “Two-thirds of patients are likely to switch to a new health system if their expectations are not met.”

Ideal Patient Journey

Let’s look at what a future healthcare consumer is looking for:

  1. Omnichannel Experience

According to Mantra Labs report, “healthcare providers that successfully initiate conversations, advise, engage and then close over multiple channels can potentially retain up to 7X more customers.”

Earlier healthcare customers relied more on in-person visits and consultations. But with change in consumer dynamics in the past two years, industries have shifted to omnichannel engagement strategy to reach out to their customers who now expect a similar experience in healthcare as well. They want flexibility and control to communicate with their providers on their own terms over all the channels via chat, web, email, text, and call.

  1. Digital Infrastructure is an absolute necessity

Covid-19 has taught us that there is an urgent need to build a strong Digital Infrastructure for a pandemic-like situation in the future.

Global Digital Health Funding

A study by CB Insights says, “Global digital investments in healthcare went record-high of $57.2 billion in 2021, a 79% jump from the $32 billion raised globally in 2020.” The number will keep going higher every year as there is a huge demand-supply gap in the healthcare industry. Providers would be better aligned with their patient’s demands if they invested in digital front-office transformation. This would also increase overall cost efficiencies.

Recently, ₹200 Cr has been allocated by the Indian government to set up an open platform for the National Digital Health Ecosystem (NDHE) which will include an exhaustive list of digital registries of health providers and health facilities, unique health identity, consent framework, and universal access to healthcare. This will create a much-needed interactive and transparent platform for healthcare providers and seekers to manage stacks of health data in the country.

  1. Insurance & Financing

When it comes to healthcare, people have been compelled to pay for their healthcare coverage out of their own wallets, especially in developing countries like India. According to research conducted by the Public Health Foundation of India, healthcare-related expenses push 4% of India’s population below the poverty line every year. This creates an urgent necessity for insurance and healthcare partnerships to go beyond working in silos and integrate with each other for creating a better patient journey.

What does a Future Health workforce want?

There has been a massive shift in not just consumers’ but providers’ mindsets too. The health workforce has been the fastest to adapt and evolve into this new digital healthcare setting. 

Coming out of this crisis, knowing what they want has become critical for healthcare organizations. 

Digital Health Provider Experience
Source: Mantra Labs Whitepaper
  1. Technology that benefits clinicians rather than the other way around

Collaboration solutions with real-time video and audio capabilities are rated as a significant sales conversation accelerator by 57% of healthcare agents. 

Accenture found that since COVID-19, 60% of patients want to use technology more for their healthcare. 

Given the fact that AI adoption rates surged by 51% in 2021, usage rates remain low. This shows that there’s a huge scope for the industry leaders to make conversational AI a better partner for healthcare providers.

  1. Regular training to upskill the workforce

Healthcare providers need to upgrade not just their technical skills but their soft skills as well to connect with the patient at a deeper level. With multitudes of data available to the doctor, what’s important for them is to train their clinicians and workforce to learn to process that data in a timely and meaningful way during the consultation. 

Conclusion

“The global healthcare interoperability solutions market is expected to grow from $ 2.9 billion in 2021 to $ 5.7 billion by 2026, growing at a CAGR of 13.9% during the forecast period 2021-2026”, according to marketsandmarkets.

Global Healthcare Market Trends
Source: marketsandmarkets

Factors like lack of unified patient data, soaring patient demand, and an overburdened legacy health system have resulted in disjointed care experiences. The interoperability between different healthcare systems will facilitate healthcare practitioners to see a complete panoramic picture of their patients. 

Health experts need to strike the right balance between digital and physical channels because the human touch will always take the center stage. 

Going forward, the health industry requires a framework that allows them to remain agile during the healthcare crisis and be tech ready to provide a connected patient experience.

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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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