Application of Insurtech in Enhancing Customer Experience

DOI: https://doi.org/10.62517/jse.202611314

Author(s)

Zheng Lei

Affiliation(s)

School of Economics and Management, Leshan Normal University, Leshan, Sichuan, China

Abstract

As digital expectations steadily reshape financial services, the insurance sector finds itself under growing pressure to rethink how it engages with customers. At the center of this shift sits InsurTech — the intersection of insurance operations and advanced technologies. Rather than approaching the topic from a purely operational standpoint, the present inquiry traces how specific technological interventions along the insurance value chain — from initial policy purchase through to claims settlement — alter what customers actually experience. Evidence drawn from both academic research and documented industry practice is used to examine four interrelated domains: artificial intelligence applications, big data analytics, blockchain infrastructure, and omnichannel distribution strategies. Across these areas, technology-enabled personalization, faster processing, and greater transparency appear to improve satisfaction — though the path is uneven. Privacy risks, algorithmic fairness concerns, and the persistent problem of digital exclusion all constrain what technology alone can accomplish. The evidence reviewed here suggests something that may seem counterintuitive: insurers that embed technology within a genuinely human-centered strategy tend to build more durable customer relationships than those chasing full automation. The work adds to ongoing conversations about digital transformation in financial services while offering grounded observations for practitioners trying to deploy technology in ways that do not erode trust.

Keywords

Insurtech; Customer Experience; Digital Transformation; Artificial Intelligence; Insurance Innovation; Personalization

References

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