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Contactless Solutions in Insurance

3 minutes, 53 seconds read

Last decade was benchmark for contactless technology, which was mainly confined to payments. In 2014, with the launch of ApplePay followed by Android Pay and Samsung Pay, digital wallets played an important role in raising the bar for digital payment experiences. Another remarkable breakthrough in the contactless payments can be attributed to NFC-only debit cards introduced in 2016 by Erste Group Bank AG.

Now (the 2020s), we’re about to witness another disruption in contactless digital experiences, which will cover many different business spheres including insurance. 

However, prolonged lockdowns and the need for social distancing amidst the COVID crisis has shifted consumer preference towards digital. Consumers are now ready to adopt digital technologies — appreciating the contactless approach by Insurers.

Today’s consumers expect personalization, convenience, and greater levels of customer service satisfaction regardless of insurers, assets, and geography. Soon, we may resume socializing, but there sure will be a change in the way we interact with our environment. 

This article highlights the emerging contactless solutions in Insurance.

Claims Inspection

Going by the traditional physical inspection way, even a simple motor claim may take 5-7 working days. For instance, after a customer has intimated the insurer about the accident, the Insurer would assign a surveyor to assess the extent of damage/loss and authenticate the incident. 

This process is not only time consuming, but also requires the surveyor to visit the location, assess the damage, and process documents. 

Self-service claims portals can help customers register, inspect, and settle their motor insurance claims in a comparatively shorter time. It also eliminates field-visits for the surveyor.

The technology that is creating an impact here is Machine Vision. It can analyze damaged parts and the severity of damage through the photographs submitted by the customers. 

Trillium Mutual Insurance, Bajaj Allianz are already using contactless claims solutions for their policyholders.

[Also read: How Machine Vision can Revolutionize Motor Insurance]

Policy Distribution

Agents have been a predominant channel for insurance distribution for decades. In 2019, the new-age tech-savvy customers posed a threat to traditional agent-based selling in Insurance. The current COVID crisis has confused businesses as to which channel to opt. The elder generation, who preferred face-to-face communication while buying a policy, planning investment, etc. are reluctant to meet people. 

In this situation, multilingual/vernacular chatbots can handle pre and post-sales queries; thus, eliminating the need for agents/RMs to meet clients and prospects physically. 

Chatbots equipped with language processing capability can be a great contactless solution for policy distribution. They can eliminate human interaction in areas such as First Notice of Loss (FNOL) and customer support.

“The new normal is when people learn how to do contactless selling. Covid-19 has brought a change in universal behavior..everybody realizes the need for social distancing, the need to go digital and this is where people are more amenable to being sold to digital. Insurers who accomplish contactless sales today are the ones who will be able to make a difference going forward.”

K V Dipu, President — Operations, Communities & Customer Experience, Bajaj Allianz General Insurance

[Also read: ‘Digital’ Insurance Broker: The case for a digital brokerage]

Another aspect of this case is equipping agents with technical knowledge and they can help clients/prospects on “how to” situations through video chats.

API Integration

In the API-based business model, apart from traditional distribution channels, 3rd party apps allow customers to buy/renew insurance policies. 

Digital wallets like PayTM and PhonePe (in India) have updated their interface to allow essential payments to the fore including insurance premiums. The API-based approach in Insurance is gaining momentum as it allows contactless payments and adds convenience for the user.

[Also read: Four New Consumer-centric Business Models in Insurance]

Contactless Solutions: Field Survey using Drones

Drones carry the ability to extract accurate field information, which can fuel real-time analytics using artificial intelligence and machine learning. MarketsandMarkets estimates the Indian drone software market to reach $12.33 billion by 2022. Drones can fulfill two strategic objectives for Insurers:

  1. Risk management: through efficient field data collection, analysis, and actionable insights 
  2. Operational costs management: through effective claims adjudication, claims processing, and customer experience.

The Future

Gradually, the world will move towards a contactless ecosystem. Most of the processes will be automated and wearables and mobile devices will dominate business-to-customer interactions. 

Automotive business, which totally relied on the dealership and offline sales has adapted itself to operate online amidst this crisis. Companies like BMW, Hyundai, Volvo, and Peugeot have already introduced contactless online sales globally.

The point is — people are giving a thought to buying an expensive asset without physically examining it. Digital channels are giving almost similar experiences as physical channels to both consumers and businesses.

In the Insurance landscape, people are open to buying policies online, and at the same time, Insurers are ready to rely on technology for claims investigation, underwriting, and fraud detection. 

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Lake, Lakehouse, or Warehouse? Picking the Perfect Data Playground

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In 1997, the world watched in awe as IBM’s Deep Blue, a machine designed to play chess, defeated world champion Garry Kasparov. This moment wasn’t just a milestone for technology; it was a profound demonstration of data’s potential. Deep Blue analyzed millions of structured moves to anticipate outcomes. But imagine if it had access to unstructured data—Kasparov’s interviews, emotions, and instinctive reactions. Would the game have unfolded differently?

This historic clash mirrors today’s challenge in data architectures: leveraging structured, unstructured, and hybrid data systems to stay ahead. Let’s explore the nuances between Data Warehouses, Data Lakes, and Data Lakehouses—and uncover how they empower organizations to make game-changing decisions.

Deep Blue’s triumph was rooted in its ability to process structured data—moves on the chessboard, sequences of play, and pre-defined rules. Similarly, in the business world, structured data forms the backbone of decision-making. Customer transaction histories, financial ledgers, and inventory records are the “chess moves” of enterprises, neatly organized into rows and columns, ready for analysis. But as businesses grew, so did their need for a system that could not only store this structured data but also transform it into actionable insights efficiently. This need birthed the data warehouse.

Why was Data Warehouse the Best Move on the Board?

Data warehouses act as the strategic command centers for enterprises. By employing a schema-on-write approach, they ensure data is cleaned, validated, and formatted before storage. This guarantees high accuracy and consistency, making them indispensable for industries like finance and healthcare. For instance, global banks rely on data warehouses to calculate real-time risk assessments or detect fraud—a necessity when billions of transactions are processed daily, tools like Amazon Redshift, Snowflake Data Warehouse, and Azure Data Warehouse are vital. Similarly, hospitals use them to streamline patient care by integrating records, billing, and treatment plans into unified dashboards.

The impact is evident: according to a report by Global Market Insights, the global data warehouse market is projected to reach $30.4 billion by 2025, driven by the growing demand for business intelligence and real-time analytics. Yet, much like Deep Blue’s limitations in analyzing Kasparov’s emotional state, data warehouses face challenges when encountering data that doesn’t fit neatly into predefined schemas.

The question remains—what happens when businesses need to explore data outside these structured confines? The next evolution takes us to the flexible and expansive realm of data lakes, designed to embrace unstructured chaos.

The True Depth of Data Lakes 

While structured data lays the foundation for traditional analytics, the modern business environment is far more complex, organizations today recognize the untapped potential in unstructured and semi-structured data. Social media conversations, customer reviews, IoT sensor feeds, audio recordings, and video content—these are the modern equivalents of Kasparov’s instinctive reactions and emotional expressions. They hold valuable insights but exist in forms that defy the rigid schemas of data warehouses.

Data lake is the system designed to embrace this chaos. Unlike warehouses, which demand structure upfront, data lakes operate on a schema-on-read approach, storing raw data in its native format until it’s needed for analysis. This flexibility makes data lakes ideal for capturing unstructured and semi-structured information. For example, Netflix uses data lakes to ingest billions of daily streaming logs, combining semi-structured metadata with unstructured viewing behaviors to deliver hyper-personalized recommendations. Similarly, Tesla stores vast amounts of raw sensor data from its autonomous vehicles in data lakes to train machine learning models.

However, this openness comes with challenges. Without proper governance, data lakes risk devolving into “data swamps,” where valuable insights are buried under poorly cataloged, duplicated, or irrelevant information. Forrester analysts estimate that 60%-73% of enterprise data goes unused for analytics, highlighting the governance gap in traditional lake implementations.

Is the Data Lakehouse the Best of Both Worlds?

This gap gave rise to the data lakehouse, a hybrid approach that marries the flexibility of data lakes with the structure and governance of warehouses. The lakehouse supports both structured and unstructured data, enabling real-time querying for business intelligence (BI) while also accommodating AI/ML workloads. Tools like Databricks Lakehouse and Snowflake Lakehouse integrate features like ACID transactions and unified metadata layers, ensuring data remains clean, compliant, and accessible.

Retailers, for instance, use lakehouses to analyze customer behavior in real time while simultaneously training AI models for predictive recommendations. Streaming services like Disney+ integrate structured subscriber data with unstructured viewing habits, enhancing personalization and engagement. In manufacturing, lakehouses process vast IoT sensor data alongside operational records, predicting maintenance needs and reducing downtime. According to a report by Databricks, organizations implementing lakehouse architectures have achieved up to 40% cost reductions and accelerated insights, proving their value as a future-ready data solution.

As businesses navigate this evolving data ecosystem, the choice between these architectures depends on their unique needs. Below is a comparison table highlighting the key attributes of data warehouses, data lakes, and data lakehouses:

FeatureData WarehouseData LakeData Lakehouse
Data TypeStructuredStructured, Semi-Structured, UnstructuredBoth
Schema ApproachSchema-on-WriteSchema-on-ReadBoth
Query PerformanceOptimized for BISlower; requires specialized toolsHigh performance for both BI and AI
AccessibilityEasy for analysts with SQL toolsRequires technical expertiseAccessible to both analysts and data scientists
Cost EfficiencyHighLowModerate
ScalabilityLimitedHighHigh
GovernanceStrongWeakStrong
Use CasesBI, ComplianceAI/ML, Data ExplorationReal-Time Analytics, Unified Workloads
Best Fit ForFinance, HealthcareMedia, IoT, ResearchRetail, E-commerce, Multi-Industry
Conclusion

The interplay between data warehouses, data lakes, and data lakehouses is a tale of adaptation and convergence. Just as IBM’s Deep Blue showcased the power of structured data but left questions about unstructured insights, businesses today must decide how to harness the vast potential of their data. From tools like Azure Data Lake, Amazon Redshift, and Snowflake Data Warehouse to advanced platforms like Databricks Lakehouse, the possibilities are limitless.

Ultimately, the path forward depends on an organization’s specific goals—whether optimizing BI, exploring AI/ML, or achieving unified analytics. The synergy of data engineering, data analytics, and database activity monitoring ensures that insights are not just generated but are actionable. To accelerate AI transformation journeys for evolving organizations, leveraging cutting-edge platforms like Snowflake combined with deep expertise is crucial.

At Mantra Labs, we specialize in crafting tailored data science and engineering solutions that empower businesses to achieve their analytics goals. Our experience with platforms like Snowflake and our deep domain expertise makes us the ideal partner for driving data-driven innovation and unlocking the next wave of growth for your enterprise.

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