North American Life and Retirement Insurers Prioritize Stability with Phased Modernization Programs
Carriers partner with outsourcing providers to improve long-term operational resilience while deploying well-governed AI, ISG Provider Lens® report says
North American life and retirement (L&R) insurers are reshaping their sourcing and operating models for strong oversight of long-duration obligations while managing growing administrative complexity, 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 2026 ISG Provider Lens® Insurance Services — Life and Retirement BPO and TPA (third-party administrator) report for North America finds that insurers are adopting AI-enabled operating models to improve administrative efficiency while maintaining the accuracy and control required for long-term policy servicing. As regulatory expectations intensify, insurers are embedding automation and AI into core administration processes with human oversight and auditable decision-making. Resilience, transparent controls and consistent service delivery are becoming core operational model requirements.
