Vol. 11, Special Issue 11, Part A (2025)

Abstract
Digitalization has emerged as a major catalyst reshaping the operations, customer experience, and business models of insurance companies. Over the past five years, insurers have increasingly adopted technologies such as artificial intelligence, automation, big data analytics, cloud computing, mobile applications, and digital claim-processing systems. This paper examines the drivers influencing digitalization in the insurance sector, analyses five-year statistical trends, interprets the impact on efficiency and customer behaviour, and provides findings and suggestions for industry stakeholders. The study concludes that digital transformation is no longer optional but essential for competitiveness, customer engagement, and sustainable growth.