Agentic AI Reshapes Property, Casualty Insurance Operations
Insurers apply AI agents to more advanced functions, adapt operating models to ensure well-governed technology transitions, ISG Provider Lens® report says
Property and casualty insurers worldwide are redesigning operations around AI-enabled decision workflows and adaptive operating models, 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® global Insurance Services – Property and Casualty (P&C) BPO report finds that insurers are shifting automation from process-focused operations to decision-centric models as they deploy agentic AI for underwriting, claims and customer service tasks. Rather than replacing existing core systems, many organizations are modernizing through orchestration layers that connect legacy platforms with AI-based systems, allowing them to improve operational performance while minimizing implementation risk and disruption.
“Property and casualty insurers are applying AI where it can automate business decisions without the need for top-to-bottom transformation,” said Dennis Winkler, director, Insurance, at ISG. “Organizations are combining agentic systems with human expertise to improve efficiency while preserving the judgment required for complex underwriting and claims activities.”
