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Why Should Businesses Migrate To Digital Claims Management Process?

The Insurance industry is experiencing tectonic shifts across consumer expectations and process digitalization.

As digital adoption increases for Indian customers, the expectations and corresponding digital experiences that companies need to cater to are also on the rise. The collaboration between insurers and insurtech is critical to bring in the next era of Indian Insurance, especially with the renewed emphasis of GOI and IRDAI towards increasing the number of insured in India. As per a recent BCG report, there has been a 7X growth in global funding for the insurtech industry over the last 5-6 years. Making it essential that collaboration between insurers and insurtechs continues seamlessly.

While companies have been introducing digital touchpoints across the customer lifecycle, a major chunk of focus remains on the pre-purchase and purchase stages of the journey. Amidst rising customer acquisition costs, companies must provide efficient solutions to enhance the experience in the claims and renewal stages of insurance. 

Understanding Insurance Claims Process

Claims processing involves the activities that an insurance company carries out to verify a claim request. During the process, an insurance agent, known as an adjuster, checks information accuracy and provides the claim amount. 

The claims process includes five important steps:

  • Insured informing the insurance company 
  • Initial claims investigation
  • Policy check
  • Claims calculation
  • Payment Terms and Settlement

Based on a survey conducted by SPS Global, 59% of policyholders were dissatisfied with their claims handling. Digital claims processing introduces digital touchpoints to improve the claims customer journey. And, making the process more time and cost-effective for insurers while boosting the overall customer experience. This is why businesses should migrate to digital claims management.

How would a company benefit from the Digital Claims Process?

  1. Faster Claims Processing – The traditional claims process has a long cycle and friction due to multiple physical and digital touchpoints. The verification process involves multiple teams which would be tough to coordinate in a manual setup. Digital channels make it easier to collaborate and settle claims faster.
  2. Reduced Duplication of Effort – Digital means help streamline the operations by leveraging a single unified portal for the teams involved in the process. Providing clear action items, timelines, and statuses for each stakeholder, the platform helps reduce business costs. 
  3. Improved Fraud Detection – AI-powered fraud detection systems help reduce the chances of fraud significantly. Companies such as TagX and DataTrade provide extensive data sets to help insurance companies develop and train their own algorithms and models. 
  4. Higher Customer Satisfaction – Amidst an unfortunate scenario, the insured would prefer minimal delays, simplified processes, and quick settlement. Digital claims processing not only helps speed up the process but also personalizes it for the user. Eventually, the service and support provided boost customer satisfaction and renewal rates. 

A digital future is imminent in every industry today. While the insurance sector remains relatively low in terms of digital maturity. Leaders and Early Adopters will continue to have an edge in attracting and retaining customers.

We’ve listed down potential use cases for the digital claims process which can help companies kick-start their digitalization journey as well. 

  1. Self-Service Insurance Portals – Modern customers require cohesive omnichannel support. Portals that allow users to file and track their claims as well as reach out for further assistance are preferred. A Gartner study observed that 85% of initial customer service interactions start with a well-suited self-service portal. And, technology disruptor, Whatfix claimed that 44% of insurance users would jump to another company if they can’t have control over their claims process. 

Indian Insurtech firm Go Digit allows its customers to file their health insurance claims through their website or mobile application. They provide assistance through videos, faqs, and call assistance to their users. 

Source: www.godigit.com

  1. Conversational Chatbots – The 24×7 available online assistant helps customers with queries and claims assistance without putting them in a long queue. Mostly embedded in a self-service customer portal or the insurance website, conversational tools use AI and Sentiment Analysis to answer customer queries in the most responsive way possible. 

Mantra Labs recently worked with Ageas Federal on a “Claims with Empathy” process to help reimagine messaging and nudges in case of an insurance claim. 

Our conversational tool Hitee offers insurance customer support in multiple local languages to ensure ease of access and understanding to its users. 

  1. Remote Claims Estimation – Leveraging mobile cameras to take a visual estimate of damage incurred on the insured object, assess the extent of damage remotely, and provide an estimate to the insured instantaneously. Helping lower the claim cycle and reduce cost per claim. 

InsurTech companies such as Lemonade and MUA Insurance offer telematics-based apps, which help users file claims through their app, get instant roadside assistance, and provide settlements faster with AI-driven algorithms. Altoros provides a Car Damage Recognition API that leverages computer vision to determine the extent of damage in case of an accident.

Conclusion

The digital transformation of a company’s claims function lies in the redesign of its customer claims journey – Where the changes are not piecemeal solutions or interactions, but a reimagining of how the end-to-end journey will be actionized, perceived, and experienced. As companies begin their journey toward digital claims processing, they need to understand and deliver the core value that users gain from digitalization. 

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How Smarter Sales Apps Are Reinventing the Frontlines of Insurance Distribution

The insurance industry thrives on relationships—but it can only scale through efficiency, precision, and timely distribution. While much of the digital transformation buzz has focused on customer-facing portals, the real transformation is happening in the field, where modern sales apps are quietly driving a smarter, faster, and more empowered agent network.

Let’s explore how mobile-first sales enablement platforms are reshaping insurance sales across prospecting, onboarding, servicing, renewals, and growth.

The Insurance Agent Needs More Than a CRM

Today’s insurance agent is not just a policy seller—they’re also a financial advisor, data gatherer, service representative, and the face of the brand. Yet many still rely on paper forms, disconnected tools, and manual processes.

That’s where intelligent sales apps come in—not just to digitize, but to optimize, personalize, and future-proof the entire agent journey.

Real-World Use Cases: What Smart Sales Apps Are Solving

Across the insurance value chain, sales agent apps have evolved into full-service platforms—streamlining operations, boosting conversions, and empowering agents in the field. These tools aren’t optional anymore, they’re critical to how modern insurers perform. Here’s how leading insurers are empowering their agents through technology:

1. Intelligent Prospecting & Lead Management

Sales apps now empower agents to:

  • Prioritize leads using filters like policy type, value, or geography
  • Schedule follow-ups with integrated agent calendars
  • Utilize locators to look for nearby branch offices or partner physicians
  • Register and service new leads directly from mobile devices

Agents spend significantly less time navigating through disjointed systems or chasing down information. With quick access to prioritized leads, appointment scheduling, and location tools—all in one app—they can focus more on meaningful customer interactions and closing sales, rather than administrative overhead.

2. Seamless Policy Servicing, Renewals & Claims 

Sales apps centralize post-sale activities such as:

  • Tracking policy status, premium due date, and claims progress
  • Sending renewal reminders, greetings, and policy alerts in real-time
  • Accessing digital sales journeys and pre-filled forms.
  • Policy comparison, calculating premiums, and submitting documents digitally
  • Registering and monitoring customer complaints through the app itself

Customers receive a consistent and seamless experience across touchpoints—whether online, in-person, or via mobile. With digital forms, real-time policy updates, and instant access to servicing tools, agents can handle post-sale tasks like renewals and claims faster, without paperwork delays—leading to improved satisfaction and higher retention.

3. Remote Sales using Assisted Tools

Using smart tools, agents can:

  • Securely co-browse documents with customers through proposals
  • Share product visualizations in real time
  • Complete eKYC and onboarding remotely.

Agents can conduct secure, interactive consultations from anywhere—sharing proposals, visual aids, and completing eKYC remotely. This not only expands their reach to customers in digital-first or geographically dispersed markets, but also builds greater trust through real-time engagement, clear communication, and a personalized advisory experience—all without needing a physical presence.

4. Real-Time Training, Performance & Compliance Monitoring

Modern insurance apps provide:

  • On-demand access to training material
  • Commission dashboards and incentive monitoring
  • Performance reporting with actionable insights

Field agents gain access to real-time performance insights, training modules, and incentive tracking—directly within the app. This empowers them to upskill on the go, stay motivated through transparent goal-setting, and make informed decisions that align with overall business KPIs. The result is a more agile, knowledgeable, and performance-driven sales force.

5. End-to-End Sales Execution—Even Offline

Advanced insurance apps support:

  • Full application submission, from prospect to payment
  • Offline functionality in low-connectivity zones
  • Real-time needs analysis, quote generation, and e-signatures
  • Multi-login access with secure OTP-based authentication

Even in low-connectivity or remote Tier 2 and 3 markets, agents can operate at full capacity—thanks to offline capabilities, secure authentication, and end-to-end sales execution tools. This ensures uninterrupted productivity, faster policy issuance, and adherence to compliance standards, regardless of location or network availability.

6. AI-Powered Personalization for Health-Linked Products

Some forward-thinking insurers are combining AI with health platforms to:

  • Import real-time health data from fitness trackers or health apps 
  • Offer hyper-personalized insurance suggestions based on lifestyle
  • Enable field agents to tailor recommendations with more context

By integrating real-time health data from fitness trackers and wellness apps, insurers can offer hyper-personalized, preventive insurance products tailored to individual lifestyles. This empowers agents to move beyond transactional selling—becoming trusted advisors who recommend coverage based on customers’ health habits, life stages, and future needs, ultimately deepening engagement and improving long-term retention.

The Mantra Labs Advantage: Turning Strategy into Scalable Execution

We help insurers go beyond surface-level digitization to build intelligent, mobile-first ecosystems that optimize agent efficiency and customer engagement—backed by real-world impact.

Seamless Sales Enablement for Travel Insurance

We partnered with a leading travel insurance provider to develop a high-performance agent workflow platform featuring:

  • Secure Logins: Instant credential-based access without sign-up friction
  • Real-Time Performance Dashboards: At-a-glance insights into daily/monthly targets, policy issuance, and collections
  • Frictionless Policy Issuance: Complete issuance post-payment and document verification
  • OCR Integration: Auto-filled customer details directly from passport scans, minimizing errors and speeding up onboarding

This mobile-first solution empowered agents to close policies faster with significantly reduced paperwork and data entry time—improving agent productivity by 2x and enabling sales at scale.

Engagement + Analytics Transformation for Health Insurance

For one of India’s leading health insurers, we helped implement a full-funnel engagement and analytics stack:

  • User Journey Intelligence: Replaced legacy systems to track granular app behavior—policy purchases, renewals, claims, discounts, and drop-offs. Enabled real-time behavioral segmentation and personalized push/email notifications.
  • Gamified Wellness with Fitness Tracking: Added gamified fitness engagement, with rewards based on step counts and interactive nutrition quizzes—driving repeat app visits and user loyalty.
  • Attribution Tracking: Trace the exact source of traffic—whether it’s a paid campaign, referral program, or organic source—adding a layer of precision to marketing ROI.
  • Analytics: Integrated analytics to identify user interest segments. This allowed for hyper-targeted email and in-app notifications that aligned perfectly with user intent, driving both relevance and response rates.

Whether you’re digitizing field sales, gamifying customer wellness, or fine-tuning your marketing engine, Mantra Labs brings the technology depth, insurance expertise, and user-first design to turn strategy into scalable execution.

If you’re ready to modernize your agent network – Get in touch with us to explore how we can build intelligent, mobile-first tools tailored to your distribution strategy. Just remember, the best sales apps aren’t just tools, they’re growth engines; and field sales success isn’t about more apps. It’s about the right workflows, in the right hands, at the right time.

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