InsurTech and Customer Experience: Transforming Trust, Engagement, and Service Delivery in the Digital Insurance Era

Abstract

The rise of Insurance Technology (InsurTech) has brought a paradigm shift in how insurers design, deliver, and manage products, as well as how customers interact with insurance services. Leveraging innovations such as artificial intelligence, blockchain, big data analytics, and Internet of Things (IoT), InsurTech enables hyper-personalized offerings, faster claim processing, and more transparent policy management. This paper examines the evolving relationship between InsurTech and customers, focusing on how digital transformation influences trust, customer engagement, and service efficiency in the insurance industry. It reviews technological drivers, consumer adoption trends, and behavioral shifts while addressing privacy, security, and regulatory challenges. The study also highlights the role of customer-centric platforms, digital onboarding, and predictive analytics in improving satisfaction and retention. Through a synthesis of recent industry reports and case studies, the paper concludes that while InsurTech holds immense potential for enhancing customer value, its long-term success depends on balancing technological innovation with ethical data usage, inclusive access, and humanized service delivery. This work offers strategic insights for insurers, policymakers, and technology providers seeking to optimize customer relationships in the rapidly evolving InsurTech ecosystem.