Sentiment analysis in insurance: A systematic review of approaches, techniques, and applications
Luqman Nol Hakim, Ilyas Nuryasin, Suryanto Nugroho · Multidisciplinary Reviews · 2025
The increasing reliance on sentiment analysis within the insurance industry highlights the growing importance of accurately interpreting customer feedback to inform strategic decisions, enhance customer engagement manage risks. However, the dynamic and ever-changing nature of online language poses a to the long-term effectiveness of sentiment analysis models. These models often degrade in accuracy over time because of their inability to adapt to new linguistic patterns, emerging terminology shifts in consumer expression driven by external events, regulatory developments competitive pressures. This study investigates the critical necessity for the continuous adaptation and retraining of sentiment analysis models to maintain relevance and accuracy in the insurance sector. Through a qualitative approach, the research examines key drivers of language evolution, including social discourse, cultural trends institutional changes. It also explores the implications of outdated sentiment models on business performance, particularly regarding misinterpreting customer sentiment, delayed response to market signals, and reduced risk mitigation capabilities. The findings suggest that continuous retraining mechanisms significantly enhance model performance, improving sentiment classification, deeper customer insights, and more responsive decision-making processes. In addition, adaptive sentiment analysis enables insurers to proactively identify reputational and operational risks, ultimately improving organizational efficiency and resilience. This study concludes that ongoing model adaptation should be a strategic priority for insurance firms seeking to harness the full potential of digital sentiment data. It recommends further research into developing robust, context-aware natural language processing (NLP) models, ethical considerations of automated sentiment monitoring, and tailored application of these systems across various insurance products and services.