Enhancing Customer Experience through Digital Transformation of Life Insurance Services in Surat City (KEY IJP************199)

• Rahul Ramesh Teli,Dr. Taral Patel

Abstract

The life insurance sector is undergoing a significant transformation with the integration of digital technologies aimed at enhancing customer experience, improving operational efficiency, and streamlining service delivery. This study explores the impact of digital transformation in the industry, focusing on the adoption of technologies like artificial intelligence (AI), block chain, big data analytics, and cloud computing. These innovations have improved customer engagement, reduced policy processing times, and enhanced transparency in transactions.However, challenges such as customer reluctance, cybersecurity risks, and regulatory constraints hinder full-scale adoption. Key customer expectations include user-friendly platforms, faster claim processing, and personalized policy recommendations. While digital tools have positively impacted the industry, many policyholders still rely on traditional methods due to a lack of awareness and trust in digital platforms.The research concludes that insurance companies must adopt a balanced approach by investing in customer education, strengthening cyber security measures, and maintaining hybrid service models. By leveraging emerging technologies and ensuring a customer-centric approach, the life insurance sector can achieve sustainable growth and provide a seamless, secure, and efficient digital experience for policyholders. The study serves as a valuable resource for policymakers, industry leaders, and researchers seeking to understand the dynamics of digital transformation in life insurance.