The global insurance industry is undergoing a foundational transformation, driven by economic volatility, evolving policyholder needs, regulatory changes, and AI innovation. In the newly released ISG Provider Lens® Insurance Services Specialists 2025 Quadrant Report, Hexaware has been named a Leader in the Insurance ITO Services Specialists category, recognized for its AI-first platforms, domain-rich methods, and outcome-driven pricing that drive transformation and measurable impact for insurers This report also highlights how leading providers are enabling this shift, from legacy modernization to truly intelligent, orchestrated insurance operations.
What Sets 2025’s Global ITO Leaders Apart
Here are the most important market trends and the standout characteristics of 2025’s global ITO leaders:
Intelligent Insurance: From Siloes to Orchestrated Ecosystems
Insurers are moving away from fragmented systems and processes. Today’s leaders deliver orchestrated, AI-powered insurance operations that integrate seamlessly across underwriting, claims, distribution, and customer engagement. This shift blends insurance operation automation, data, and human oversight for greater precision, personalization, and proactive value creation.
Modular AI and Agentic Architectures: Autonomy at Scale
The rise of modular, agentic AI in insurance is reshaping the entire value chain. Providers are deploying AI agents that collaborate and adapt in real time across core functions—underwriting, claims, and policy servicing. straight-through processing using AI-powered triage, document ingestion, and analytics is now a hallmark of operational efficiency and accuracy.
Composable, Cloud-Native Transformation
Insurers are rapidly migrating to cloud-native, API-first platforms and composable architectures. This approach enables rapid innovation, seamless integration, and flexible scaling, mixing and matching capabilities to align with business goals and customer segments. Modernizing legacy systems is now a strategic imperative, not a back-office project.
Embedded Distribution and Ecosystem Integration
Insurance is no longer distributed solely through traditional channels. Insurance ecosystem-driven, embedded models are becoming mainstream, delivering insurance in context through retail, fintech, health, and wellness platforms, and leveraging IoT for real-time, personalized policies.
Strategic Partnerships and Outcome-Based Engagements
The industry’s tone has shifted from disruption to collaboration. Insurers now seek strategic partners—not just vendors—to help operationalize business outcomes such as reduced claims cycle times, improved underwriting, and enhanced experiences. Leading providers are evaluated on their ability to deliver transformation and measurable results, not just cost savings.
Intelligent ITO: AI, Automation, and Experience at the Core
ITO providers are embedding AI, automation, and platform engineering into their core offerings. GenAI, agentic AI, and predictive analytics are powering a move from reactive to proactive, adaptive workflows. This is driving policyholder-centric innovation and delivering personalized experiences at scale.
Who Sets the Pace? Meet ISG’s 2025 Global Leaders in Insurance ITO Services
Out of 48 global companies assessed, ISG named 9 as Leaders in Insurance ITO Services Specialists for 2025, based on comprehensive offerings, innovation, and market presence:
- Hexaware: Excels in insurance IT modernization with AI-first platforms, domain-rich methods, and outcome-driven pricing. Delivers end-to-end transformation and flexible commercial models, making it highly attractive for cost-conscious carriers.
- Coforge: Drives insurer modernization via deep platform partnerships and agentic AI delivery, with proven transformation outcomes.
- Ensono: Stands out for end-to-end modernization, flexible platform strategies, and predictive AI.
- GFT: Recognized for Guidewire expertise, AI innovation, and cloud migration frameworks.
- HTC Global Services: Known for core system mastery, rapid deployment accelerators, and creative pricing models.
- Kyndryl: Empowers insurers to modernize infrastructure with deep mainframe expertise and advisory-led transformation.
- Tiger Analytics: Delivers end-to-end AI transformation with domain-specific solutions and accelerators.
- ValueMomentum: P&C-focused, offers deep domain expertise, AI-led modernization, and strong engineering capabilities.
- Zensar Technologies: Combines domain experience, prebuilt accelerators, and modular platforms for rapid digital transformation.
The Bottom Line
The convergence of ITO and BPO is transforming insurance, blurring technology and operations into unified, intelligent frameworks. Success now hinges on modular transformation, AI orchestration, data governance, ecosystem partnerships, new talent models, and an unwavering focus on outcomes. As ISG notes, future leaders will be those who orchestrate transformation across the value chain and deliver measurable, customer-centric value at scale.
