Insurance Tech Trends: Moving from Brick to Click Modes to Streamline Insurance in a Sustainable Manner

Dheepak Rajoo, Chief Information Officer, Royal Sundaram General Insurance | Friday, 01 September 2023, 14:22 IST

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Dheepak, a technology leader with over 20 years of experience, focuses on harmonizing business and technology aspects. Swiftly grasping goals, he presents varied transformation possibilities for dynamic market organizations. His drive for refining customer experiences and streamlining operations extends across finance sectors, propelling groundbreaking advancements. Dheepak's agile, visionary approach places companies at the vanguard of transformative progress.

Digital Transformation & Sustainability moving Hand-in-Hand

Digital transformation and sustainability are interconnected concepts that play a crucial role in shaping the future of businesses and society in this techade. The synergy between the both paves way towards a more environmentally friendly, socially responsible, and economically viable future. Digital transformation refers to the integration of digital technologies into all aspects of a business, organization, or society, fundamentally changing how they operate, deliver value, and interact with stakeholders. It encompasses various technologies such as artificial intelligence, cloud computing, data analytics, and the Internet of Things (IoT). On the other hand, sustainability is about meeting the needs of the present without compromising the ability of future generations to meet their needs. It involves adopting practices that minimize environmental impact, promote social responsibility, and ensure economic viability over the long term. When combined, digital transformation can contribute to sustainability in several ways.

Digital technologies enable businesses and industries to streamline processes, optimize resource usage, and reduce waste, leading to more sustainable operations. Digital transformation can also help create smart cities with interconnected systems, promoting efficient energy usage, waste management, and transportation, enhancing overall sustainability. By analyzing large datasets, it can uncover patterns and trends that aid in making informed and sustainable decisions across various domains. Additionally, Digital technologies can facilitate the implementation of circular economy models by tracking and optimizing the lifecycle of products and materials.

Digitalization Across Insurance

Geared up by FinTech investments and InsurTech startups, today insurance has sailed through the edge of digital innovation. Bouncing back to the situation, insurers are working around their strategy and are actively moving from brick-to-click modes, to embrace change and rethinking business models. With such compliant, secure, and digitally-enabled operating models and digital tools, the new-age insurers streamline every aspect of insurance from marketing, distribution, underwriting, and claims to finance and accounting that further enhances customer, employee, partner, and stakeholder experiences.  But, what is the future of digitization in insurance? And, how will it benefit the policyholders? The insurance industry has always been at the forefront of adopting technological advancements to improve operational efficiency, customer experience, and risk assessment. As we step into the future, emerging technologies continue to reshape the landscape of insurance. In this article, we will explore the top 10 insurance industry tech trends that are revolutionizing the way insurance companies operate and serve their customers. Many tech trends are emerging annually in the insurance industry. However, the majority of them don’t survive. The following are the key trends that managed to survive and present the greatest prospects to become frontrunners in the industry’s digital transformation and innovation.

Artificial Intelligence (AI) and Machine Learning: AI and machine learning algorithms are being utilized to enhance underwriting processes, fraud detection, and personalized policy recommendations. These technologies analyze vast amounts of data to make more accurate predictions and decisions, leading to improved risk assessment and better customer satisfaction.

Internet of Things (IoT): The Internet of Things is playing a crucial role in the insurance industry by enabling insurers to collect real-time data from connected devices. This data is leveraged for dynamic pricing, proactive risk prevention, and innovative policy offerings, such as usage-based insurance.

Blockchain Technology: Blockchain technology is transforming insurance by providing transparency, security, and efficiency in data sharing and transaction processing. Smart contracts streamline claims processing, reduce paperwork, and minimize disputes.

Telematics: Telematics technology is becoming increasingly prevalent, especially in the automotive insurance sector. It gathers data on driving behavior, such as speed, braking, and mileage, which helps insurers tailor premiums to individual driving habits.

Digital Customer Experience: Insurers are investing heavily in digitalization to enhance customer experience. Online portals, mobile apps, and chatbots facilitate smoother interactions, policy management, and faster claims processing, leading to greater customer satisfaction and retention.

Big Data Analytics: Big data analytics allows insurance companies to analyze vast amounts of structured and unstructured data from multiple sources. This enables them to identify trends, assess risk accurately, and predict customer behavior more effectively.

Cyber Insurance: With the rise in cyber threats, the demand for cyber insurance has grown exponentially. Insurers are leveraging advanced cybersecurity technologies to assess risks and offer comprehensive coverage against cyberattacks and data breaches.

Augmented Reality (AR) and Virtual Reality (VR): AR and VR technologies are finding applications in insurance for risk assessment, property inspection, and claim settlement. Adjusters can virtually assess damages, improving efficiency and reducing the need for physical inspections.

Robotic Process Automation (RPA): RPA is automating repetitive tasks and processes, such as data entry and claims processing, leading to increased efficiency and reduced operational costs for insurance companies.

Autonomous Vehicles and Insurance: As autonomous vehicles become more prevalent, insurers are adapting their policies to cater to this emerging market. New insurance models are being developed to account for risks associated with self-driving technology.


The insurance industry is experiencing a transformative journey driven by technological innovations. From AI and machine learning to IoT and blockchain, these top 10 tech trends are reshaping the insurance landscape, empowering insurers to make informed decisions, improve customer interactions, and develop innovative products. As these technologies continue to evolve, the future of insurance promises to be more efficient, customer-centric, and secure.


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