ISG Provider Lens® Focal Points - Insurance - Life and Retirement (L&R) Insurance BPO and TPA Services - North America 2026

How to Get the Most Value From Life and Retirement (L&R) Insurance BPO and TPA Services - North America

North American L&R insurers are increasingly evaluating service providers through an execution accountability lens rather than a capability checklist. The greatest value lies in separating execution-mature providers from those reliant on legacy delivery and marketing-led narratives, reshaping evaluation beyond surface claims. The growing emphasis on governance-first modernization is creating opportunities as insurers prioritize coexistence with legacy estates over big-bang replacement while demanding measurable outcomes such as operational KPIs, transition metrics, audit artifacts and governance frameworks. Sandhya Hari Navage, Lead Analyst and author of the ISG Provider Lens® Insurance Services — Life and Retirement (L&R) Insurance BPO/TPA Services 2026 report, states, “As scrutiny intensifies, insurers favor providers with auditable outcomes, human-in-the-loop controls and disciplined execution.”