The idea behind XaaS, or “as a Service” is that one can buy services from vendors on a subscription-basis – depending on their needs and requirements. It is especially beneficial to reduce time to benefit, installation costs, ensure scalability and swift upgrades. XaaS often corresponds to the availability of service on the cloud.

[Read More: Everything as a Service]

Now,

What is Insurance as a Service?

Insurance as a Service implies that individuals or companies can buy pre-built elements of Insurance services on subscription-basis as per their needs and requirements.

How is Insurance-as-a-Service different from Sandbox?

The Sandbox approach emphasizes on experimenting and learning before finally adopting technology or systems to reduce the impact of failure. Whereas Insurance as a Service is a platform built after testing done on a wide user base and is available for users on a subscription basis. Insurers use a sandbox approach to test product-market fit before the actual release. Individuals, corporates, and even insurance companies can benefit from Insurance as a Service.
Details – Sandbox Approach in Insurance

What makes Insurance as a Service model impressive?

Insurance as a Service model requires only a little to no capital expenditure. The service infrastructure, owned by the provider, distributes the cost across users.

After studying business cases, primarily for incumbent processes, corporates and stakeholders can test a particular service before actually investing in it. Businesses need not overhaul their core functions for integrations. A small-scale trial can be enough to adopt a specific model. In many such ways, Insurance as a service is an excellent option for incumbents, entrepreneurs, and startups.

Prerequisites

XaaS products are, in general, scalable and can be integrated across a variety of platforms without compromising customization and customer experiences. Their infrastructure relies heavily on data, analytics and contextual tools. The fundamental requirements from Insurance as a Service infrastructure are:

1. Customer analytics

Why: Advanced analytical technologies are great to get an insight about customer psychology and implement them to create related products.

How: NLP-powered chatbots can create a transparent platform for communication with customers and dive into the functional requirements of the product.

2. Personalized data

Why: This is a high-time to humanize conversations with customers and establish a real-time personalized relationship.

How: Through the omnichannel approach, it is possible to gather and unify customer data collected from various sources like social media, website, communication with agents, to name some.

3. Contextual tools

Why: To formulate products that can match customer expectations, offer convenience and empathy-based experiences.

How: Leveraging analytics, emotion AI and NLP-based technologies to analyze customers’ intent and perceptions about your brand from multiple sources (e.g. social media, forums, etc.)

How are start-ups developing models for Insurance as a Service?

As per recent InsurTech developments, start-ups are pursuing the following 3 Insurance as a Service model:

1. Full-stack

It involves an end-to-end infrastructure to deploy digital insurance. Here, a technology company can develop a platform for Insurance processes as well as licensed white-label backend. For example, Swiss startup Stonestep provides Micro-insurance as a Service by partnering with mobile network operators, retailers, and vendors who already have an existing distribution presence.

Working with partners helps them to save infrastructure costs and helps them to make insurance available for even the most remote geographical locations.

2. Digitizing Process Assistance

Most of the incumbents still rely on legacy systems and processes for underwriting, policy distribution, claims, and agent onboarding. The Insurance-as-a-Service model also assists companies to digitize and channelize insurance operations in a single system and then connect them to their engine. Mantra Labs is a leading provider of InsurTech services and offers plug and play products for digital insurers such as:

Insurance Chatbot: An NLP-powered that works on a self-learning model and is updated from time to time based on the interactions between agents and customers. It brings unparalleled benefits in terms of ROI saving licensing and agent salaries costs.

Paper to digital document parser: Mantra Labs’ Intelligent Character Recognizer allows users to convert and store paper-based or handwritten documents into a digital format.

Today we need situation-dependent personal risk management products. Insurers can remodel their offerings based on real-time scenarios which will not only urge the customer to invest in the insurance policies but also work towards improving their customers’ health and welfare. For instance, you may not have comprehensive auto insurance. But, how good it will be if your insurer provided theft insurance whenever you enter a theft-prone area? It is a win-win situation for both — the policyholder as well as provider.

3. Digitizing Core Services

Some startups offer their services in a specific field of insurance. For instance, Mantra Labs focuses on customer engagement, new revenue streams, and security features. Some companies like Riskpossible help with underwriting, RightIndem for claims, and others for customer data management and fraud detection.

Because these companies focus on specific insurance domains they are much more efficient in making Insurance services a winner.

Mantra Labs is an InsurTech100 firm specializing in AI-first products and solutions for the new-age digital Insurers. For your specific requirements, please feel free to drop a line at hello@mantralabsglobal.com.

Further Reading:

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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Insurance as a service

What makes Insurance as a Service model impressive?