Providers help insurers break down barriers between IT and operations by implementing cloud-native, AI-powered platforms, ISG Provider Lens^® report says

Insurance enterprises are increasingly integrating AI into their operations to increase agility, personalization and operational excellence as they face multiple business challenges, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2025 ISG Provider Lens^® global Insurance Services — Strategic Capabilities (Insurance Services Specialists) report finds insurers reassessing their operating structures as they confront inflation, climate-related risks, cyber threats and the growing demands of digital-first consumers. Talent shortages and evolving regulations further increase the pressure for change. The transformation of insurance operations is influencing how companies collaborate with providers specializing in IT outsourcing (ITO) and business process outsourcing (BPO).

“Insurers around the world are rethinking how they deliver value amid rising uncertainty,” said Dennis Winkler, director, Insurance, at ISG. “They are turning to AI and other intelligent architectures that streamline operations and enhance performance under increasing cost and compliance pressures.”

Insurers are adopting modular AI systems that automate functions including triage, document processing and fraud detection, allowing them to use straight-through processing for routine work. As AI-driven automation increases, BPO providers are shifting the roles of human workers toward strategic oversight, exception management and roles in which empathy for customers is essential. This model helps insurers manage higher underwriting applications and claim volumes and maintain consistency as operational demands increase.

Cloud-native platforms are replacing traditional core systems in a growing number of insurance companies, ISG says. These platforms provide composable architectures that allow insurers to add new capabilities with minimal disruption. Enterprises are using API-first frameworks to integrate advanced analytics and real-time data sources into their workflows for underwriting and claims processing. Using this new foundation reduces technology costs, increases agility and enables continuous enhancement without extended transformation cycles.

Insurers are reaching beyond traditional distribution channels into embedded distribution, collaborating with retail, fintech, health and wellness platforms to introduce products at the point of need, the report says. These models rely on data from IoT devices, wearables and digital touchpoints to create personalized offerings and strengthen customer engagement. In life and retirement insurance, carriers are introducing hybrid products offering protection, wealth and wellness benefits as policyholders seek solutions aligned with their lived experience and long-term goals.

“Insurance companies are reshaping operating models for speed, accuracy and the flexibility to adapt to market changes,” said Sandhya Hari Navage, co-author of the report. “Providers that deliver AI-enabled platforms and strategic partnerships help enterprises improve performance and customer outcomes.”

The report also explores other trends shaping insurance operations, including increased use of predictive analytics in underwriting and the growing role of intelligent automation in compliance and audit functions.

For more insights into the challenges driving insurance companies to modernize their operations, plus ISG’s advice for overcoming them, see the ISG Provider Lens^® Focal Points briefing here.

The 2025 ISG Provider Lens^® global Insurance Services — Strategic Capabilities (Insurance Services Specialists) report evaluates the capabilities of 48 providers across three quadrants: Life and Retirement (L&R) Insurance Services Specialists, Property and Casualty (P&C) Insurance Services Specialists and Insurance ITO Services Specialists.

The report names EXL, Sutherland and WNS as Leaders in two quadrants each. It names Charles Taylor, Davies Group, Ensono, GFT, Hexaware, HTC Global Services, Kyndryl, Patra Corporation, ReSource Pro, Tiger Analytics, ValueMomentum, Xceedance, Zensar Technologies and Zinnia as Leaders in one quadrant each.

In addition, Xceedance is named as a Rising Star — a company with a “promising portfolio” and “high future potential” by ISG’s definition — in two quadrants. Coforge is named as a Rising Star in one quadrant.

In the area of customer experience, Sutherland is named the global ISG CX Star Performer for 2025 among Insurance Industry Specialists providers. Sutherland earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.

Customized versions of the report are available from Hexaware, WNS and Xceedance.

The 2025 ISG Provider Lens^® global Insurance Services — Strategic Capabilities (Insurance Services Specialists) report is available to subscribers or for one-time purchase on this webpage.

About ISG Provider Lens^® Research

The ISG Provider Lens^® Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe, as well as in the U.S., Canada, Mexico, Brazil, the U.K., France, Benelux, Germany, Switzerland, the Nordics, Australia and Singapore/Malaysia, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.

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Insurers around the world are rethinking how they deliver value amid rising uncertainty. They are turning to AI and other intelligent architectures that streamline operations and enhance performance under increasing cost and compliance pressures.