The state of insurance operations
New research · 2026
Where AI is taking
insurance operations.
Independent research on where the operational work of insurance actually sits today, how much of it is still manual, what it costs, and which functions are moving first.
BPO contracts as they stand today are finished
Boards have taken over the AI operations agenda
Insurers leaving revenue on the table because operations can’t keep up
ISG
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Inside the report
What you get.
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AI Decision agenda
The choices being pushed from the boardroom on sequencing, ownership, and measurement.
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The four owners of the operating model
How work redistributes across people, AI, GCCs, and partners, workload by workload.
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The line between AI and people
Where insurers say AI should execute, and where people must own the decision.
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The BPO commercial reset
What operators want to renegotiate, and how quickly the pressure is building.
Cut the drag. Just win.
Read what hundreds of insurance operators told us. Then see what removing the drag looks like.