Digitalizing premium payments and claims settlement processes through reskilling initiatives of motor insurance policyholders
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Abstract
Digital transformation is reshaping the insurance sector by enabling more efficient risk management processes and supporting the emergence of innovative business models. Despite increasing digital capabilities, limited empirical attention has been given to how reskilling initiatives support the digitalization of premium payments and claims settlement from the perspective of policyholders, indicating a clear research gap. The objective of this study is to examine the role of reskilling initiatives in facilitating digital insurance transactions within the motor insurance domain. The study employed a quantitative survey research design, using purposive and convenience sampling techniques to collect data from 142 registered motorists through a structured questionnaire. Descriptive analytical methods were applied to examine reskilling practices, enabling factors, perceived benefits, and existing barriers to digital adoption. The findings indicate that reskilling initiatives play a significant role in supporting the digitalization of insurance payment and claims processes, although their effectiveness is constrained by limited awareness and uneven access to facilitating resources. The study highlights the importance of strengthened regulatory enforcement, collaborative efforts between insurers and digital service providers, and sustained public awareness initiatives. These findings offer practical implications for policymakers and insurance practitioners seeking to enhance digital inclusion, improve service efficiency, and promote the widespread adoption of digital insurance solutions.
Keywords: Digital insurance; Insurtech; motor insurance; premium payments; reskilling initiatives
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