HFS Horizons: Insurance Services, 2025

As 2024 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:

• Horizon 1: Ability to drive functional transformation by driving cost reduction, speed, efficiency, and regulatory compliance improvements
• Horizon 2: Horizon 1 + ability to drive the ‘OneOffice’ mindset, enhancing customer and intermediary experiences through digital technologies and services transformation
• Horizon 3: Horizon 2 + ability to drive the ‘OneEcosystem’ approach, finding new sources of value across the entire insurance ecosystem

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.

HFS Horizons: Insurance Services, 2025

Note: All service providers within a Horizon are listed alphabetically.
Source: HFS Research, 2025

To read the rest of the research, click the download button below.