Kyndryl Named Leader in Agentic AI and Generative AI for Insurance in 2025 ISG Provider Lens Report
Kyndryl has been named a Leader in the 2025 ISG Provider Lens global Insurance Services - Strategic Capabilities report across two categories: GenAI Development and Deployment Services and Agentic AI Development and Deployment Services.
For insurers, this signals a clear path from pilots to scaled AI execution. The focus: faster decisions, sharper pricing, streamlined operations and stronger customer experiences-all while working with legacy systems that can't simply be swapped out.
Why this matters for insurance leaders
- Faster underwriting and pricing decisions with explainability and audit trails.
- Claims automation and triage that improves cycle times and reduces leakage.
- Compliance workflows that keep pace with changing rules and reduce manual rework.
- Customer engagement that's personal, consistent and measurable.
What ISG evaluated
ISG assessed 28 providers across two areas: GenAI Development and Deployment Services and Agentic AI Development and Deployment Services. Kyndryl earned Leader status in both, reflecting its ability to deliver enterprise-grade solutions at scale for insurers.
According to ISG, Kyndryl helps carriers connect advanced AI with existing core systems to improve efficiency and customer engagement. The firm's strengths include scaled delivery, integration expertise and a people-centric approach.
How Kyndryl is applying agentic AI in insurance
Kyndryl's Agentic AI Framework blends mission-critical systems engineering with consulting methods built for enterprise rollouts. In practice, that means AI agents doing high-value work end to end-without breaking compliance or control gates.
Example: an agentic AI-enabled actuarial solution that creates and embeds AI agents to automate workflows. These agents can generate regulatory filings, run proactive compliance checks and surface insights for real-time analysis and decision-making.
Quotes from the field
Ashish Jhajharia, Lead Analyst at ISG, noted that Kyndryl's approach helps insurers integrate advanced AI with legacy environments to improve operations and speed up innovation.
Ralitsa Nenkova, Global Insurance Leader at Kyndryl Consult, said the recognition reflects insurer confidence in moving from pilots to scaled execution-modernizing infrastructure and operations with responsible AI to drive measurable customer improvements and competitive advantage.
What you can implement this quarter
- Underwriting: Use AI agents to pre-fill submissions, flag missing data and propose rates within guardrails set by actuarial and product teams.
- Claims: Automate FNOL intake, document understanding and fraud flags, with human review on exceptions.
- Actuarial and compliance: Generate draft regulatory filings, run pre-submission checks and track changes for audit readiness.
- Customer service: Deploy policy-servicing copilots that summarize history, propose next best actions and maintain tone controls.
Governance and risk you cannot skip
- Model risk management: versioning, approvals, challenger models and performance monitoring.
- Data controls: PII handling, retention policies and synthetic data for testing.
- Human-in-the-loop: clear decision rights, escalation paths and explainability standards.
- Change management: training, communications and KPI ownership across underwriting, claims and ops.
Questions to ask any vendor (including Kyndryl)
- How do your AI agents integrate with our policy admin, billing and claims systems without heavy refactoring?
- What's your approach to responsible AI, bias testing and audit trails across models and prompts?
- Which insurance-specific use cases are in production today, and what KPIs improved?
- How do you manage data residency, encryption and role-based access for staff and agents?
- What's the operating model post-implementation-who tunes prompts, retrains models and owns drift monitoring?
Where to go from here
- Pick two use cases with clear ROI (e.g., submission intake and claims document processing) and set 90-day targets.
- Stand up an AI governance board that includes underwriting, claims, legal/compliance, security and data.
- Pilot agentic workflows adjacent to core systems first, then integrate as controls mature.
- Upskill teams to work with AI copilots, prompts and feedback loops.
If you want a neutral view of provider strengths and market maturity, see the ISG Provider Lens program overview: ISG Provider Lens.
For governance frameworks and practical controls, review NIST's guidance: NIST AI Risk Management Framework.
Need to build internal capability fast? Explore role-based AI learning paths: Complete AI Training - Courses by Job.
The bottom line
ISG's recognition signals that enterprise-grade agentic and generative AI is ready for core insurance work. If you have a backlog in underwriting, claims or compliance, now is the time to turn specific workflows into measurable wins-then scale with tight governance and integration discipline.
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