TECHNOLOGY AND DIGITAL TRANSFORMATION IN INSURANCE: A COMPARATION ANALYSIS WITH EVIDENCE FROM KOSOVO

Bajraktari, Kaltrina and Poposki, Klime and Joldeska, Irina and Cerkini, Bashkim TECHNOLOGY AND DIGITAL TRANSFORMATION IN INSURANCE: A COMPARATION ANALYSIS WITH EVIDENCE FROM KOSOVO. 22nd International May Conference on Strategic Management (IMCSM26), XXII. (Submitted)

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Abstract

Abstract: The insurance industry is being significantly transformed by technological innovation. This transformation begins with the reshaping of core operations such as underwriting, pricing, claims management, and distribution channels. This paper analyzes how digital technologies, including artificial intelligence, data analytics, Risk Management Information Systems (RMIS), and Insurtech solutions, are influencing modern insurance operations. The study is based on a qualitative literature review oriented by theory, supported by the theoretical framework of Rejda and McNamara and complemented by recent academic and industry sources. The paper includes a descriptive and exploratory econometric analysis of licensed insurance companies in Kosovo, with the aim of assessing the level of adoption of digital services in the local insurance market. The findings show that while global insurance markets are increasingly adopting advanced technologies such as artificial intelligence and predictive analytics, the insurance sector in Kosovo remains at an early stage of digital transformation, focusing mainly on customer-oriented digital services. The econometric results indicate that mobile applications and online claims functionalities are the main drivers of digitalization among insurance companies in Kosovo.

Keywords: Insurtech; risk management; insurance operations; artificial intelligence; claims

Item Type:	Article
Subjects:	Scientific Fields (Frascati) > Social Sciences > Economics and Business
Divisions:	Faculty of Tourism and Hospitality
Depositing User:	Prof. d-r Irina Joldeska
Date Deposited:	04 Sep 2026 10:20
Last Modified:	04 Sep 2026 10:20
URI:	https://eprints.uklo.edu.mk/id/eprint/11738

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