ISG to Study Providers of Strategic Insurance Services
Insurance enterprises are navigating digital transformation, embracing advancements in AI and digital engineering. Providers foster these capabilities, ensuring that companies are equipped to thrive in a rapidly changing environment.
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The study results will be published in four ISG Provider Lens™ reports: Insurance Global Capability Centers (GCCs) by Service Providers, Insurance GenAI and Agentic AI Services, Insurance Services Specialists and Insurance Digital Engineering Services. The reports are scheduled to be released in November 2025.
Enterprise buyers will be able to use information from the reports to evaluate their current vendor relationships, potential new engagements and available offerings, while ISG advisors use the information to recommend providers to the firm's buy-side clients.
The insurance services ecosystem is evolving to address demands for streamlined processes, enhanced customer interactions and greater adaptability. Insurance companies increasingly use GCCs as essential hubs to boost operational efficiency. The integration of advanced AI technologies, such as generative AI and agentic AI, has become crucial for enhancing customer experience and operational resilience. Enterprises are seeking insurance services specialists to address skills gaps through tailored solutions. At the same time, digital engineering is transforming the industry by streamlining design-to-execution processes.
'Insurance enterprises are navigating a steep landscape of digital transformation, embracing advancements in AI and digital engineering,' said Iain Fisher, director at ISG. 'Providers play a crucial role in fostering these capabilities, ensuring that companies are equipped to thrive in a rapidly changing environment.'
ISG has distributed surveys to more than 100 providers for the four studies. Working in collaboration with ISG's global advisors, the research team will produce four reports, each with one or more quadrants representing the strategic services insurance enterprises are buying, based on ISG's experience working with its clients. The four reports are:
Insurance Global Capability Centers (GCCs) by Service Providers: This report will cover providers offering services for GCC setup, optimization and transformation. It will include one quadrant:
Insurance GCC CaaS: Setup-Run-Optimize-Transform-Transfe r, evaluating providers that use a capability-as-a-service (CaaS) approach to support GCC setup and operation from end to end. These providers enable streamlined GCC operations, offer frameworks for continuous improvement using Lean and Six Sigma methodologies and align GCC capabilities with industry trends and organizational goals.
Insurance GenAI and Agentic AI Services: This report will explore GenAI and agentic AI development and deployment services. It will include two quadrants:
GenAI — Development and Deployment Service s, assessing providers that deliver end-to-end solutions from proofs of concept to full-scale GenAI implementation, including continuous monitoring and management. Providers are evaluated on their ability to deliver tailored cloud infrastructure and optimize resources for efficient model training and deployment.
Agentic AI — Development and Deployment Service s, covering providers that specialize in delivering autonomous AI solutions capable of planning, executing and refining tasks with minimal human input. They employ agentic AI, which autonomously orchestrates tasks and performs self-corrections, to optimize insurance workflows and processes.
Insurance Services Specialists: The report will assess companies delivering specialized services for life and retirement (L&R) and property and casualty (P&C) insurance operations and insurance ITO. It will include three quadrants:
Life and Retirement (L&R) Insurance Services Specialists, evaluating providers that offer L&R insurance operations outsourcing. These providers utilize intelligent automation, analytics and AI to enhance speed, cost efficiency and accuracy while supporting various operations across the L&R lifecycle.
Property and Casualty (P&C) Insurance Services Specialists, assessing providers that specialize in P&C insurance operations outsourcing, including consulting and managed services. These providers enhance operations by delivering speed, cost savings and accuracy, focusing on modernizing services and improving customer management and technology enablement in each functional area.
Insurance ITO Services Specialists, covering ITO providers that offer traditional and modern digital services. These providers are assessed based on their ongoing or implemented technology support and business transformation programs across the insurance value chain.
Insurance Digital Engineering Services: This report will assess providers of digital engineering services to insurance companies. It will include one quadrant:
Insurance Digital Engineering Services, evaluating providers that deliver integrated hardware and software for data-driven product development and feature augmentation services. These providers increasingly use industrial automation, GenAI and agentic AI to support insurance companies from product design to execution.
The reports will cover the global strategic insurance services market and examine products and services available globally. ISG analysts Ashish Jhajharia and Sandhya Hari Navage will serve as authors of the reports.
A list of identified providers and vendors and further details on the studies are available in this digital brochure. Companies not listed as strategic insurance services providers can contact ISG and ask to be included in the study.
All 2025 ISG Provider Lens™ evaluations feature expanded customer experience (CX) data that measures actual enterprise experience with specific provider services and solutions, based on ISG's continuous CX research. Enterprise customers wishing to share their experience about a specific provider or vendor are encouraged to complete this online survey. Participants will receive a copy of this report in return for their feedback.
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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