An Investigation on the Effect of Fintech Adoption on Customer Experience Among Insurance Companies in Zambia

This study explored the impact of Financial Technology (FinTech) on the Zambian insurance industry, emphasizing operational efficiency and customer experience, as well as the sector's challenges. Utilizing a mixed-methods approach, the research combined quantitative data from a survey of 384 respondents across 50 insurance companies with qualitative insights from 18 key stakeholders. Results revealed a moderate to high adoption of FinTech, yielding significant improvements in operational efficiency (B = 0.65, p = 0.001) and customer experience (B = 0.52, p = 0.002). Areas such as claims processing and customer support showed notable enhancements. Nonetheless, 51.7% of firms cited regulatory barriers, 41.4% faced technological issues, and 48.4% struggled with high implementation costs. It was therefore recommended that insurance companies need to collaboration with FinTech startups, engage in incremental adoption, targeted training and improved regulatory engagement. The findings highlight the need for coordinated strategies and supportive policies to maximize FinTech's potential in Zambia's insurance sector, along with recommendations for future research to investigate broader trends in developing economies.