Agentic AI in Insurance: Customer Attitudes and Case Studies 2026

This report is designed to help you move beyond the question of “What is agentic AI?”

It helps you consider where agentic AI could create value in insurance and how customers may respond to AI-enabled interactions. Agentic AI may change how insurers approach both internal operations and customer interactions. However, adoption should be considered alongside customer expectations and the appropriate role of human oversight.

The combination of insurer adoption, customer research, value-chain analysis, and case studies provides a practical basis for evaluating these opportunities. Therefore, the report can help you identify where agentic AI may be most relevant to your business and where further investigation may be warranted.

Agentic AI in Insurance: Customer Attitudes and Case Studies 2026 provides a focused assessment of how agentic AI could reshape insurance operations and customer experiences. The report combines industry analysis, customer attitudes, and company case studies. Therefore, you can assess both the technology opportunity and the customer perspective.

Agentic AI in Insurance: What You Need to Know

Agentic AI builds on the progress of generative AI. Its potential extends beyond generating content or responding to prompts. Agents can collect information, review documents, analyze scenarios, and take actions with greater autonomy.

For insurers, this may support more end-to-end processes across the value chain. However, human oversight and checking remain important. The report therefore considers agentic AI through a practical insurance lens rather than treating automation as an end in itself.

Agentic AI Insurance Use Cases Across the Value Chain

Agentic AI has potential applications across multiple areas of insurance. Insurers, reinsurers, and brokers are exploring how agents can improve operations and customer interactions. The report examines agentic AI and the insurance value chain, helping you understand where the technology may have the greatest relevance.

This can support assessments of:

• Insurance operations
• Customer interactions
• Document review
• Information gathering
• Decision-making
• Scenario analysis
• Real-time action optimization
• End-to-end insurance processes

The analysis can help you distinguish broad AI potential from practical insurance use cases.

Scope

The report helps you consider where agentic AI could create value in insurance and how customers may respond to AI-enabled interactions.

You can use the report to:

• Understand agentic AI and its insurance relevance
• Identify potential insurance use cases
• Assess applications across the insurance value chain
• Understand customer attitudes toward AI
• Evaluate AI chatbot and human-agent interactions
• Learn from insurance case studies
• Track emerging agentic AI adoption
• Support AI transformation strategies
• Identify opportunities for operational improvement
• Inform customer experience and digital strategy

As a result, the report can support more informed decisions about where and how to explore agentic AI.

How Companies Can Use This Agentic AI Insurance Report

Insurance executives can use the analysis to understand the strategic implications of agentic AI:

• Chief Information Officers and Chief Technology Officers can assess where agentic capabilities may fit into technology transformation plans.
• Chief Digital Officers and innovation teams can identify emerging insurance AI use cases.
• Customer experience leaders can assess consumer attitudes toward AI-enabled interactions.
• Operations leaders can explore opportunities for more automated, end-to-end processes.
• Strategy and transformation teams can use the case studies to inform AI roadmaps and competitive assessments.
• Insurance technology providers can use the findings to understand emerging customer and insurer requirements.
• Reinsurers and brokers can assess how agentic AI may affect their role across the wider insurance value chain.

Who Should Buy This Agentic AI in Insurance Report?

This report is particularly relevant for:

• Insurance CEOs and senior executives
• CIOs and CTOs
• Chief Digital Officers
• Chief Data and AI Officers
• Insurance innovation leaders
• Insurance operations executives
• Customer experience leaders
• Digital transformation teams
• Strategy and corporate development teams
• InsurTech companies
• Insurance technology providers
• Reinsurers
• Insurance brokers
• Consultants serving the insurance sector

If you are evaluating AI investment, customer experience, automation, or digital transformation in insurance, this report can support your strategic planning.

Key Highlights

• Two-thirds of insurers surveyed by Celent had some form of agentic AI project in production as of 2026.
• 64.3% of Life Insurance International readers believe AI chatbots will play a supportive role alongside human agents.
• Almost half of UK consumers would be comfortable or very comfortable trying an AI tool for premium quotes, according to GlobalData survey findings.

Agentic AI is the next step in the progress of AI, improving upon generative AI. Essentially, agents can operate independently, collect information, review documents, and make decisions without human intervention. While checking and human oversight remain important, they are not as essential, and agentic AI tools can provide end-to-end resolutions for insurers across the value chain. They can analyze scenarios and plans and optimize actions in real time to achieve goals.

Insurers, reinsurers, and brokers are all currently exploring agentic AI use cases and how the technology can help improve their operations. This report provides an in-depth analysis of agentic AI within insurance, examining what agentic AI is, why it is different from AI, and how it can transform the insurance industry.

Reasons to Buy

The report can help you understand this emerging adoption landscape and consider where agentic AI could fit within your own technology and transformation roadmap.

Agentic AI Insurance Case Studies

The report includes case studies that illustrate how companies are approaching agentic AI.

Key players covered include:

• Lemonade
• Allianz
• Allstate
• Aviva
• Hippo
• Aon
• Charles Taylor

These examples can help you assess how leading insurance organizations and industry participants are exploring AI-enabled capabilities.

You can use the case studies to identify approaches that may be relevant to your own AI strategy.

Benchmark Leading Insurance Companies

The report covers companies including Lemonade, Allianz, Allstate, Aviva, Hippo, Aon, and Charles Taylor.

These examples provide a basis for comparing approaches to agentic AI across different types of insurance businesses.

You can use the case studies to benchmark emerging strategies and identify relevant areas for further investigation.

Act on the Emerging Agentic AI Opportunity

Agentic AI is moving from an emerging technology concept toward practical insurance applications.

At the same time, customers are forming clearer expectations about where AI should support their insurance journeys.

For insurers and insurance technology providers, understanding both sides of the equation matters.

Use this report to assess agentic AI insurance use cases, understand customer attitudes, benchmark emerging approaches, and identify where the technology may support your next phase of digital transformation.