1Research Scholar, JSS Centre for Management Studies, JSS Science and Technology University, Mysore, Karnataka - 570006. Email: malleshparamesh@gmail.com, malleshpchantty@gmail.com. https://orcid.org/0009-0001-5269-8135
2Professor, JSS Centre for Management Studies, JSS Science and Technology University, Mysore - 570006. Email: anupamasundar@jssstuniv.in. https://orcid.org/0000-0002-1597-5279
3Associate Professor, Department of Management Studies, JSS Academy of Technical Education, Uttarahalli-Kengeri Main Road, Srinivasapura, Bengaluru, Karnataka 560060. ORCID ID: https://orcid.org/0009-0006-4903-7797. E-mail ID: pradeep.mudugur@gmail.com
Background: The fast growth in advancement of digital technologies has significantly transformed the insurance sector by improving the delivery of services and enhancing customer interaction. The study examines the role of digital platforms in enhancing customer experience in insurance services by focusing on important factors like digital platform usability, information transparency and service personalization.
Methodology: Customer trust is considered as mediating variable, while customer experience and customer loyalty are treated as dependent outcomes. Primary data were collected from 346 valid respondents using an online questionnaire, and the relationship among the variables were analyzed using structural equation modelling.
Findings: The findings shows that effective digital platform usability, transparent information and personalized services positively influence customer trust and overall customer experience. Furthermore, improved customer experience significantly contributes to strengthening customer loyalty toward insurance services.
Conclusion: The study highlights the importance of digital innovation in improving service quality and fostering long-term customer relationship in the insurance sector.
Key words: Customer Trust, service personalization, Information Transparency and Digital platform usability
How to cite this article: Mallesh P, Sundar DA, Pradeep MP. Digital Platforms in Enhancing Customer Experience in Insurance Services: An overview. Int J Drug Deliv Technol. 2026;16(9s): 1016-1025. DOI: 10.25258/ijddt.16.9s.105
Source of support: Nil.
Conflict of interest: None