As 2025 progresses, the insurance industry is undergoing a significant transformation. Innovative disruptors push incumbents by utilizing generative AI (GenAI), cloud technologies, and automation to enhance customer experience (CX). The competition has intensified, with a strong emphasis on personalization, efficiency, and agility. As a result, service providers have shifted from merely offering support to becoming strategic partners tasked with delivering a tailored combination of cutting-edge IT capabilities and industry expertise to produce real business outcomes and help insurers stay competitive in this evolving environment.
Welcome to our HFS Horizon – Insurance Services, 2025 study. Horizons are HFS Research’s vendor evaluation research vehicle designed to assess the innovation and value potential of service provider capabilities across three distinct horizons:
This research will assess how well service providers help their clients embrace insurance services to drive innovation and realize value. The study evaluates the capabilities of providers across the insurance services value chain based on a range of dimensions to understand the why, what, how, and so what of their service offerings.
Note: All service providers within a Horizon are listed alphabetically.
Source: HFS Research, 2025
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