How Technology Is Reshaping Customer Trust and Experience in Insurance
Fri Jan 30 2026
Insurance is no longer just about policies and claims, it’ s increasingly about platforms, experience, and trust at scale. As insurers navigate rising customer expectations and rapid digital adoption, technology platforms are playing a critical role in reshaping how insurance is distributed, serviced, and experienced. In this episode, we speak with the CEO of FatakSecure to explore how insurance platforms are reimagining the value chain, what “digital trust” truly means in insurance, and how the industry is evolving toward more connected, customer-centric ecosystems.
Points of discussion
1.From a CEO’ s perspective, what are the biggest gaps in today ’ s insurance value chain that technology can realistically fix, without overpromising transformation?
2.How are customer expectations in insurance changing with the rise of digital platforms, and what does this mean for insurers trying to balance speed, personalization, and reliability?
3.Looking ahead, how do you see insurance platforms evolving in the next 3–5 years, will they become ecosystems, marketplaces, or embedded insurance enablers?
Speaker Bio:
Bikash Choudhary is a seasoned actuary and insurance leader with over 22 years of experience spanning actuarial, risk, product, and governance functions across Indian and international markets. As Chief Executive Officer of FatakSecure, the insurance arm of FatakPay, he leads the mission to embed protection as a core pillar of financial wellness for India’s underserved and emerging segments.
Prior to FatakPay, Bikash served as Chief Actuarial and Governance Officer at IndiaFirst Life Insurance, where he played a key role in strengthening governance frameworks, driving product innovation, and supporting strategic initiatives. He has also held senior leadership roles as Appointed Actuary and Chief Risk Officer at Future Generali India Life Insurance, and earlier worked with Willis Towers Watson, Bajaj Allianz Life, and Aviva Life.
Bikash has been an active contributor to regulatory forums and industry thought leadership, with deep expertise in designing insurance solutions that bridge the protection gap and address real customer needs at the grassroots level.
At FatakSecure, he is building a digital-first insurance ecosystem tightly integrated with FatakPay’s lending and financial wellness platform, focused on expanding access to affordable, trusted protection for gig workers, blue-collar employees, and families in Tier II and III cities. Aligned with the Government of India’s vision of “Insurance for All,” Bikash aims to make FatakSecure a true financial wellness partner by ensuring insurance is simple, transparent, and accessible to every household in Bharat.
More
Insurance is no longer just about policies and claims, it’ s increasingly about platforms, experience, and trust at scale. As insurers navigate rising customer expectations and rapid digital adoption, technology platforms are playing a critical role in reshaping how insurance is distributed, serviced, and experienced. In this episode, we speak with the CEO of FatakSecure to explore how insurance platforms are reimagining the value chain, what “digital trust” truly means in insurance, and how the industry is evolving toward more connected, customer-centric ecosystems. Points of discussion 1.From a CEO’ s perspective, what are the biggest gaps in today ’ s insurance value chain that technology can realistically fix, without overpromising transformation? 2.How are customer expectations in insurance changing with the rise of digital platforms, and what does this mean for insurers trying to balance speed, personalization, and reliability? 3.Looking ahead, how do you see insurance platforms evolving in the next 3–5 years, will they become ecosystems, marketplaces, or embedded insurance enablers? Speaker Bio: Bikash Choudhary is a seasoned actuary and insurance leader with over 22 years of experience spanning actuarial, risk, product, and governance functions across Indian and international markets. As Chief Executive Officer of FatakSecure, the insurance arm of FatakPay, he leads the mission to embed protection as a core pillar of financial wellness for India’s underserved and emerging segments. Prior to FatakPay, Bikash served as Chief Actuarial and Governance Officer at IndiaFirst Life Insurance, where he played a key role in strengthening governance frameworks, driving product innovation, and supporting strategic initiatives. He has also held senior leadership roles as Appointed Actuary and Chief Risk Officer at Future Generali India Life Insurance, and earlier worked with Willis Towers Watson, Bajaj Allianz Life, and Aviva Life. Bikash has been an active contributor to regulatory forums and industry thought leadership, with deep expertise in designing insurance solutions that bridge the protection gap and address real customer needs at the grassroots level. At FatakSecure, he is building a digital-first insurance ecosystem tightly integrated with FatakPay’s lending and financial wellness platform, focused on expanding access to affordable, trusted protection for gig workers, blue-collar employees, and families in Tier II and III cities. Aligned with the Government of India’s vision of “Insurance for All,” Bikash aims to make FatakSecure a true financial wellness partner by ensuring insurance is simple, transparent, and accessible to every household in Bharat.