Mobile claim management adoption in emerging insurance markets
Purpose The purpose of this paper is to explore the adoption of a mobile insurance claim system (M insurance) and develops a framework for the adoption of M insurance by consumers. Design/methodology/approach This study assesses mobile technology for claim management through the lens of the technology acceptance model (TAM) and diffusion of innovation (DOI) models as a major guideline, using exploratory research through in depth interviews with four executive experts who are first movers in mobile claim motor insurance in Thailand. Semi structured interviews and open ended questions were used to conduct group interviews of insurance consumers who mostly use smartphones. The data were collected in a qualitative research approach from Thai insurance consumers (n=177) and contents were classified and analysed to gain strong insights into respondent opinions, comments, attitudes, behaviour, and experiences. Findings The results indicate that the external (social) factors influence attitude and behaviou.