Manish Sapariya

Building in India for India, Helping BFSI CMOs, CDOs, CBOs & CTOs unlock AI-ready Social video experience for Customer Life Cycle | Driving enterprise agility with KPOINT’s Video Intelligence Platform

September 15, 2025

At the UBS Forums Pvt. Ltd. Future of Insurance event —where KPOINT participated as a Business Associate Partner—industry leaders came together to discuss one of the challenges in today’s landscape: how to redefine customer acquisition for the digital age.

The discussion brought together experts in customer experience, underwriting, product design, AI and what emerged was a shared recognition that acquisition today is about more than just adding customers. It’s about building trust, clarity, and long-term engagement. Thank you Angshuman Nag, Divya Bangera, Priya Deshmukh-Gilbile, Siddharth Jhunjhunwala, Dr. Sujit Sankhe, Gopal Krishnan for sharing your insights.

Here are some of my take aways from the panel's conversation.

1. Technology is transforming acquisition and engagement

• India Stack, including Aadhaar-based onboarding and face recognition, are simplifying onboarding processes
• Generative AI and voice AI are reshaping service, replacing call-center dependency, and delivering 24/7 customer support with higher satisfaction.

2. Insurance is not a DIY product

• Unlike mutual funds or travel bookings, life and health insurance are complex and long-term.
• Customers need hybrid journeys—a balance of self-service convenience with human-assisted guidance.

3. Intermediaries are key component of the value chain

• Advisors need mobile-first, role-based training tailored to their experience level.
• When agents understand both product and service lifecycle, customers stay longer, grievances reduce, and ROI compounds.

4. Trust is the real acquisition lever

• Trust comes from transparent products and faster claim settlements.
• Simple claim journeys, like those in travel insurance.

5. Underwriting and risk evaluation are evolving

• Direct integrations with UIDAI, NSDL, and account aggregators reduce fraud and speed up underwriting.
• The future may include centralized medical records and analytics-driven underwriting that factors in lifestyle and regional risk data.

6. Toward “Insurance for All by 2047”

• Regulations are pushing for inclusivity and reach

My take away: Customer acquisition in insurance is no longer about pushing policies, but it's about Right-selling, Hybrid journeys and Trust through clarity. At KPOINT, we are in the pursuit of helping the industry to deliver on all 3 using personalize and interactive videos in the language that the customer wants to hear.

#FutureOfInsurance #CustomerAcquisition #InsuranceInnovation #AI #VoiceAI #KPOINT