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Strategic Technology Trends in Insurance

3 minutes, 47 seconds. read

“Strategic technology trend is one with substantial disruptive potential, that is beginning to break out of an emerging state into broader impact and use, or which are rapidly growing trends with a high degree of volatility reaching tipping points over the next five years”, says Gartner.

These technology trends shall enable insurers to expand into more ecosystems than ever before. Let us explore such strategic technology trends, which will impact the insurers in the near future.

1. AI & RPA helps insurance find a digital edge:

AI and RPA are already a reality for insurance. AI has found its way into vehicles, homes, and businesses and in the Insurance industry as well, it solves the necessary day-to-day tasks of running a business by the automation of routine patterns. It is able to tailor solutions for individual customers and replace the one-size-fits-all products currently available.AI in insurance will allow carriers to deliver scalable and customized solutions for members and policyholders,” says Ramon Lopez, Vice President of Property & Casualty Claims and Innovation at USAA.

RPA tools currently occupy the Peak of Inflated Expectations in the Gartner Hype Cycle for Artificial Intelligence, 2018. RPA is widely adopted in various industries, insurance included. “End-user organizations adopt RPA technology as a quick and easy fix to automate manual tasks,” said Cathy Tornbohm, vice president at Gartner. In the insurance industry automation of the day-to-day tasks would potentially reduce cost, time consumption and increase accuracy, quality and competency.

2. Augmented Analytics- future of data analytics:

One of the latest advancements for business development tools is the advent of augmented analytics. As per a report from Deloitte “Augmented analytics marks the next wave of disruption in the data analytics market”. It is an approach that automates insights using machine learning and natural language generation. Gartner predicts “by 2020, more than 40% of data science tasks will be automated”, resulting in increased productivity and broader use by data scientists. According to Accenture, “1 out of 3 insurers globally now uses Big Data from IoT technologies, such as Fitbit, Samsung Gear or Apple watch to collect lifestyle data from insureds”. Augmented Analytics will help reap business value from those data by automating Big Data insights. The insurance industry is expected to be the biggest beneficiary as it will help increase the accuracy and end the traditional “gut-feeling” decision-making approach.

3. Blockchain for war on fraud:

Blockchain is one of the biggest fourth industrial revolutions for many industries, including insurance. Insurance fraud costs more than $40 billion a year. The insurance companies can use “the distributed ledger” to potentially lower fraudulent claims, cost, transaction settlement time and improve cash flow.EY, Guardtime, A.P. Møller-Maersk, Microsoft, and ACORD collaborated and launched blockchain-powered marine hull insurance platform Insurwave in 2018. The platform is now in commercial use and handled risk for more than 1,000 commercial vessels and 500,000 automated transactions in its first twelve months of operation. More than 38 insurance companies have embarked on an initiative called the B3i to explore Blockchain applications in insurance.In the past decade, technological advances from artificial intelligence to Blockchain have transformed business models in every sector and insurance is no exception. Dubai World Insurance Congress embraced the future of the industry with insights from the sector’s most established and innovative leaders,” said Arif Amiri, Chief Executive Officer of DIFC Authority.

International Data Corporation (IDC) analysis shows “worldwide spending on Blockchain solutions could reach $11.7 Bn in 2022”. Blockchain gives the insurance company an independently verifiable data set so they don’t have to rely on the customer’s version. It is emerging as the central repository of truth for many blockchain use-cases. According to Gartner reports, “Blockchain will create $3.1T in business value by 2030”.

4. Quantum Computing:

Quantum computing is rising on the Gartner Hype Cycle. It is expected to become one of the greatest disruptions of the age. Quantum computing has the ability to process huge datasets and models that would have previously taken days and weeks. It can help calculate risks, of almost any nature, such as the impact of an approaching hurricane on a specific region.

According to a recent Novarica executive report, “Quantum Computing and Insurance: Overview and Potential Players,” by Mitch Wein and Tom Kramer offer various use cases of quantum computing. However, not many insurers are working with quantum algorithms. They are still seen as technologies that are on the distant horizon and not in their face like artificial intelligence.

The insurance industry has a complex infrastructure and legal restrictions. However, with investments in these Strategic Technology trends, insurers can become more customer-centric, achieve growth and lower cost.

https://www.futureblockchainsummit.com/news/dubai-world-insurance-congress-calls-for-faster-digitisation

https://www.gartner.com/en/newsroom/press-releases/2018-10-15-gartner-identifies-the-top-10-strategic-technology-trends-for-2019

https://www2.deloitte.com/content/dam/Deloitte/it/Documents/technology/09%20-%20Dataviz%20-%20Qlik%20proposition_Deloitte%20Italy.pdf

https://www.gartner.com/en/newsroom/press-releases/2017-01-16-gartner-says-more-than-40-percent-of-data-science-tasks-will-be-automated-by-2020

https://www.linkedin.com/pulse/case-study-insurance-industry-denis-mwarania

https://tractable.ai/blog/together-towards-ai-notes-from-insuretech-connect-2017

https://www.dig-in.com/list/top-5-insurance-quantum-computing-use-cases

https://www.cbinsights.com/research/blockchain-insurance-disruption/

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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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