Parag Sharma, CEO and Founder of Mantra Labs shared some key insights on ‘AI and Future Insurance Customer Experience’ at an event hosted by IRDA and supported by India Insurtech Association:

Conversational CX extends across the entire value chain, not just the upfront admission & onboarding process.c

Most healthcare providers today accept the central role of CX in maintaining the loyalty of patients and health consumers. A growing mix of both large and mid-sized healthcare organizations have transitioned to ‘Value-based Care’ from the older ‘Fee-For-Service’ model. However, elevating CX remains a major concern due to lack of patient recorded information (via voice, email, text) and a 360-degree view of the consumer (aggregated from clean data sources) creating disjointed care experiences. In the face of greater patient demand and overburdened legacy health systems, CX tools & solutions form a critical starting point for Providers to transform simple touch points into connected care experiences.

Though AI saw adoption rates jump 51% in 2021, usage rates remain low. This gap presents an opportunity for businesses to make AI a better partner to agents. According to Mantra Labs whitepaper, 57% of agents rate collaboration tools with real-time video & audio capabilities as a critical sales-conversation enabler.

Gen Z typically has an attention span of merely 8 seconds. They are ready to pay more for a great experience and convenience.

With a sudden hike in insurance demand, customers' expectations have escalated, and so does the complexity involved in creating an exceptional experience on such a wide scale. According to the survey conducted by Mantra, the majority of insurers want to invest in improving Claims Management process (69%) and Customer Servicing (65%). Canada-based Manulife increased its straight through claims processing rate from 68% in 2018 to 81% in 2020 by digitizing all its processes, from claim submission to servicing.

IRDAI has made KYC mandatory for Health & General Insurance policies from 1st Nov and will not extend the deadline further. One-stop shop ‘Bima Sugam’ will assist insurers and IRDAI in tracking integrated data to better understand coverage patterns, customer needs, and product specifications and boost insurance penetration. The solution will also help save insurance policies in a Demat format, making it simpler to handle renewals and claims.

The Insurance Regulatory and Development Authority of India (IRDAI) has been modifying industry laws and regulations over the past several months to make it easier for insurance companies to conduct business and offer convenience to India’s humongous customer base. And now, the latest move is the dematerialization of insurance policies.

88% of healthcare providers (HCPs) believe customer experience (CX) drives consumer purchasing decisions. Yet, only 42% of healthcare executives have deployed an advanced enterprise-wide CX strategy.

Consumer perspectives and expectations may differ due to the difference in their demographics. 'One-fit-for-all’ approach may not deliver a great experience to insurance consumers. Over the last two years, a large number of customers, particularly older Millennials and Generation X, have shifted to mobile apps to purchase insurance.

Insurance industry is at the cusp of digital transformation where a volatile shift in the consumer mindset is compelling insurance organizations to assess their existing business strategy and accelerate the digitalization of all the touchpoints.

With the global pandemic changing the insurance landscape over the past two years, Insurers are faced with a multitude of core strategic problems, including how to increase shareholder value.

Conversational AI remains an underutilized tool, despite the adoption boost, among larger healthcare providers. Only 30% of contact center agents believe they have the tools to succeed in a post-pandemic world.

AI-aided Super Agents can 'engage to win' customers with 63% more success. Though AI saw adoption rates jump 50% in 2020, usage rates remain low.

A growing mix of both large and mid-sized healthcare organizations have transitioned to ‘Value-based Care’ from the older ‘Fee-For-Service’ model. However, elevating CX remains a major concern due to lack of patient recorded information (via voice, email, text) and a 360-degree view of the consumer (aggregated from clean data sources) creating disjointed care experiences.

Carriers who prioritized CX before the pandemic have already gained an early advantage. Mature CX organizations are more than six times as likely to exceed their customer retention goals. Investments in digital front-office transformation would better align Carriers with their customers’ engagement needs and improve cost efficiency.

The pandemic has fast-tracked digital health innovation. The 'what the doctor says goes' approach is now a thing of the past. In fact, consumers are becoming more involved in the decision-making process. In reality, they're starving for information.

The insurance sector has been on a roller coaster journey for the past two decades. Despite the fact that global demand for insurance increased dramatically in the first wave of Covid, the insurance industry had significant setbacks in the second wave as a result of higher claims for deaths and Covid-19 medical bills.