Initially, process engineering sought to adhere to lean design principles. Processes would be documented, reviewed and improved by removing wasteful steps and adding scripts where possible to eliminate human intervention and potential errors. Upon process improvement Robotic Process Automation(RPA) started largely as a tool to mimic those repetitive, rules-based front-end workflows.

After the success in many sectors, RPA is being rapidly adopted across industries because of the multiple benefits it offers. These are some industries which are already benefiting the most from Robotic Process Automation(RPA):

Financial Sector

Operational Efficiency

RPA plays an important role in operations. In order to automate activities, RPA can do high-frequency tasks while reducing processing time and 50-70% cost will be saved. Since RPA is easily implemented into the existing administrative infrastructure, It helps increasing productivity by reducing human cost and gives more flexibility and control over the financial workflows and business processes.

Risk Management

Compliance and Risk management is automatically taken care predefining process and every step is logged which is not in case of human interaction with applications.

HealthCare Sector

Higher Throughput

With the help of RPA, healthcare will be better equipped to deal with the growing volume of patients that are difficult to deal with when managed entirely by humans. While automation handles a larger number of patients, medical personnel can focus on other important areas or work.

Improved Quality and Consistency

Robots can do laborious repetitive work 24X7. They can provide consistency in care activities. An automation in the areas of medical records, order entry, claim processing and decision support is linked with a reduction in complications and costs in order to improve quality and provide consistency.

Insurance Sector

Underwriting

Underwriting involves collecting all of the necessary information from all of the various sources in order to properly evaluate the risks associated with any specific policy, and it’s generally a process that takes quite a long time, one that, in fact, causes millions of people just to give up before the process is even complete. Since RPA can automatically collect and process accurate data as it relates to the applicant from both internal and external sites very quickly, the entire process is dramatically expedited.

Claim Processing

The claims processing is completely dependent on process speed and accuracy to meet customer expectations. It requires the collecting of data from various sources, which is also typically a long and manual customer service operation, RPA is there to reduce the process steps, amount of time spent on performing repetitive processes and human errors.

Drop us a line, If you are willing to know more about RPA and how we are helping these industries to automate their processes.

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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