An Analytical Study of Technology Adoption in Traditional Insurance Companies

The digital transformation of traditional insurance companies is becoming increasingly critical for meeting user demands and staying competitive. This research explores the factors influencing technology adoption in the insurance sector, focusing on Customer Relationship Management (CRM), Customer Service (CS), Internal Technology Readiness (ITR), Ease of Access (EA), Ease of Use (EU), User Acceptance (IP), and Intention to Use (UA). A total of 405 respondents were surveyed, with 377 valid responses analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that CRM and CS significantly improve EA, while EA and EU play pivotal roles in fostering IP. Additionally, IP strongly predicts UA, indicating that user satisfaction and trust are key to driving adoption. Life insurance emerged as the most commonly used product among respondents, with digital technology frequently utilized for managing insurance activities. This study concludes that effective CRM, responsive customer service, and intuitive system design are essential strategies for accelerating technology adoption in traditional insurance companies. These insights provide a practical framework for enhancing user engagement and achieving sustainable digital transformation in the insurance industry.