Following up on the article in our last issue about Trends in Insurtech for 2026, here's a deeper dive into the first of those trends: Agentic AI; the next frontier in life insurance technology.
If 2025 was the year of AI experimentation, 2026 is the year of execution. Across the life insurance industry, insurers are moving agentic AI from pilot projects into production, fundamentally changing how underwriting, claims, and customer service operate.
According to Celent's Top Tech Trends Previsory: Life Insurance, 2026 Edition, the advent of GenAI and agentic AI represents the most dynamic change to the user-computer relationship since the advent of the smartphone. The shift is significant: AI systems are no longer simply responding to prompts or automating routine tasks. They are making autonomous decisions within defined parameters, unlocking new levels of speed and consistency.
What makes agentic AI different?
Traditional AI assists. Agentic AI acts.
Where earlier AI tools required human input at every step, agentic systems can independently manage workflows, from triaging service requests to making preliminary underwriting decisions. According to Datos Insights, insurers are safely piloting autonomous underwriting, service, and claims systems today, not waiting until 2028. The technology is ready; the question is, how quickly can organizations scale it responsibly (and safely?)
Real-world impact of agentic AI across the insurance value chain
Industry leaders are already seeing results. According to LIMRA/LOMA's FORECAST 2026: Emerging Trends survey, AI stood out as the leading priority mentioned by nearly every executive respondent.
Virgil R. Miller, President of Aflac Incorporated & Aflac U.S., notes that AI is enabling faster claims processing, predictive risk modeling, and enhanced customer interactions. Kevin Molloy, Chief Financial Officer at Guardian, emphasizes that customers now expect speed and clarity: always-on, plain-language service across every channel, whether advisor, employer, or direct.
For New York Life, the rise of agentic AI is particularly noteworthy. Aaron C. Ball, EVP and Head of the Foundational Business, predicts that agentic AI will unlock capacity, improve decision-making, and enhance experiences across underwriting, service, and distribution. The real differentiator, Ball notes, will be using these tools responsibly and in ways that strengthen the advisor and client experience.
The human element remains essential in AI workflows
Despite the momentum, agentic AI is not a replacement for human judgment. Celent cautions that AI may be able to handle certain tasks without breaking but require a human hand to get over the finish line to a bindable policy. Complex cases, exceptions, and nuanced customer situations still demand experienced professionals.
Ron Herrmann, EVP and Head of the Americas at RGA, reinforces this view: while AI and emerging technology will continue to accelerate as companies move from the pilot phase into production, the most immediate wins center on efficiency. Over the long term, it will be new insights and better-informed decisions driven by AI that fuel transformational progress.
What do insurers need to know about agentic AI?
Agentic AI is no longer a future concept. It is operational today at leading insurers, delivering measurable improvements in speed, accuracy, and customer satisfaction. The organizations that move decisively, while maintaining governance and human oversight, will set the pace for the industry in 2026 and beyond.
Equisoft's purpose built agentic AI for insurers
Equisoft/amplify brings agentic AI capabilities to life insurance insurers through intelligent automation across underwriting, policy servicing, and advisor support. Whether you're piloting your first AI use case or scaling proven solutions across the enterprise, Equisoft can help you move from experimentation to execution, responsibly and effectively.
