Designing a Customer Value–Based InsurTech Model: An Applied and Innovative Approach

Abstract

The primary objective of this study is to identify and analyze the key components of insurance technology (InsurTech) and their impact on process efficiency and service enhancement in the insurance industry. Increased dynamism in today’s information technology–driven insurance sector, considering the present case study, represents a clear necessity, and the application of information technology in the form of InsurTech—along with innovation and creativity in insurance service delivery through the design and implementation of intelligent integrated software systems—constitutes an unavoidable requirement. To this end, a mixed-methods research methodology integrating qualitative and quantitative approaches was employed. Initially, for qualitative analysis, the Interpretive Structural Modeling (ISM) technique was used to simulate the relationships among various components, through which technological infrastructure was identified as the central driving factor in InsurTech implementation. Subsequently, quantitative data were analyzed using a questionnaire designed to collect information from 15 industry experts in the sugarcane sector. Accordingly, both qualitative and quantitative analytical procedures were applied. First, using the ISM framework, interrelationships among components were modeled and their influence levels were determined. Then, statistical analyses—including Pearson correlation tests, analysis of variance (ANOVA), and normality tests—were conducted to examine significant relationships and effects among the components. The research findings indicate that technological infrastructure, organizational culture, managerial support, training and skills, laws and regulations, and data orientation constitute the key success factors for effective InsurTech implementation in the sugarcane industry. In particular, technological infrastructure, with a mean score of 7.22, was identified as the fundamental and core factor influencing all other components. The results demonstrate that effective InsurTech implementation requires focused investment in infrastructure development, enhancement of organizational culture, employee training, and strong managerial support. Ultimately, the study emphasizes the necessity of adopting a comprehensive and coordinated approach to improving performance and increasing the operational efficiency of InsurTech within the sugarcane industry.