Role of Blockchain and Artificial Intelligence in Enhancing Customer Satisfaction and Trust in the Insurance Industry

Abstract

Objective: Given the growing demand of policyholders for personalized services and information security, this study examines the impact of emerging technologies such as blockchain and artificial intelligence (AI) on optimizing insurance processes and increasing efficiency. The research introduces innovative models for designing personalized services that enhance customer satisfaction and ensure data security. Furthermore, evaluating the effects of these technologies on the quality of insurance services and customer trust contributes to the digital transformation of the insurance industry. Methodology: This research adopts a mixed-methods approach (quantitative and qualitative) and includes questions regarding the challenges and opportunities associated with using these technologies. The study population consists of 100 experts from the insurance and information technology industries. Data were collected through structured questionnaires and semi-structured interviews and analyzed using statistical methods. Findings: The results indicate that over 40% of insurance companies utilize customer data for service personalization, and 67% employ blockchain to safeguard information. Additionally, 45% highlighted the application of AI in improving risk analysis. Conclusion: This study can serve as a foundation for future research on the impacts of blockchain and AI on the insurance industry, helping to develop optimization strategies aligned with customer needs. The integration of these technologies can lead to improved service quality and increased customer trust, fostering positive changes in the insurance sector.

Keywords: Blockchain, Artificial Intelligence, Customer Trust and Satisfaction, Data Security, Insurance Industry