Consumer Trust in Digital Insurance Platform
Author : Prashanth Jain HV and Divyashree R
Abstract :
The insurance sector has undergone a transformative shift with the rise of digital technology, moving away from traditional face-to-face interactions toward online platforms for policy management. Digital distribution channels such as mobile applications, websites, and AI-driven chatbots have significantly enhanced convenience and operational efficiency. However, this digital transition also brings challenges related to trust, data security, and transparency. As personal contact diminishes in virtual interactions, building and maintaining consumer trust becomes increasingly critical. Many users remain hesitant to share sensitive information due to concerns over cybersecurity risks and ambiguous policy terms. Therefore, understanding the key factors that influence consumer trust in digital insurance platforms is vital for insurers aiming to foster long-term relationships and achieve sustainable business growth.
Keywords :
AI-driven chatbots, cybersecurity risks, virtual interactions, digital distribution channels.
