ISG Provider Lens™ Focal Points - Insurance GenAI and Agentic AI Service Providers - Global 2025

How to Get the Most Value From Insurance GenAI and Agentic AI Service Providers — Global

Globally, insurers are accelerating the adoption of GenAI and agentic AI to improve process efficiency and productivity.
These technologies fill capability gaps in existing systems, enabling last-mile decision-making, intelligent automation
and faster, more responsive policyholder service. AI and GenAI have also helped BPOs transition to AI-led operations,
setting them apart in the sector. Their strong cost-benefit profile, often a fraction of the cost of a full-scale core
transformation, makes these solutions highly appealing for insurers seeking quick value realization. Ashish Jhajharia, Principal Analyst and author of the ISG Provider Lens® Insurance GenAI and Agentic AI Services 2025 report, states, “By embedding GenAI and agentic AI into core operations, insurers are achieving process efficiencies and operational excellence, but must stay focused on broader transformation to sustain competitiveness.”