Abstract
Digital transformation is a critical driver of innovation and increased efficiency across various sectors, including insurance. This study examines the impact of digital transformation on the auto insurance market in Kazakhstan, focusing on the DTP.kz service. The primary objective of the research is to assess the effectiveness and efficiency of implementing DTP.kz–a digital platform designed to optimize the insurance claims settlement process. The study employs a mixed-method approach, combining quantitative and qualitative analysis, to comprehensively evaluate the platform’s impact. Data were collected from both primary sources, including detailed records from DTP.kz, and secondary sources, such as industry reports and regulatory publications. The findings reveal that the implementation of DTP. kz significantly reduced the average processing time for insurance claims from 90 to 5 days, leading to increased customer satisfaction and operational efficiency. Additionally, the platform’s integration with Kazakhstan’s GovTech system ensured seamless interaction with digital documents and fraud prevention, enhancing the service’s reliability. However, challenges such as limited local technological infrastructure and regulatory barriers were identified, highlighting the need for further investment and government support. The study concludes that the digitization exemplified by DTP.kz offers substantial benefits for Kazakhstan’s insurance industry, including cost reduction and improved customer engagement. These findings contribute to a deeper understanding of digital transformation processes in emerging markets and provide valuable recommendations for policymakers and market participants.