Insurance organizations are increasing their investment in automation as they address pressure on loss and expense ratios, complex commercial risks, and growing demands on claims and underwriting operations. According to a Camunda-commissioned survey, 97% of insurance organizations reported increased business growth from process automation over the past year.
The survey included 125 respondents from insurance firms with at least 1,000 employees in the U.S., U.K., Germany, and France. All respondents were responsible for or significantly involved in process automation. Coleman Parkes conducted the online survey between Sept. 23 and Oct. 23, 2025.
On average, insurance organizations have automated 47% of their processes and believe that figure could reach 63%. Meanwhile, 78% plan to increase automation spending. Budgets are expected to rise by an average of 21% over the next two years, while 84% of respondents said they will increase automation spending by at least 10%.
However, growing process complexity presents challenges. Respondents cited regulatory complexity most frequently, at 80%, followed by branching and conditional logic and legacy systems that are difficult to connect, both at 54%. In addition, 46% cited multiple systems that must interoperate, and the same percentage cited human work.
Process endpoints are also increasing. These endpoints can include people such as underwriters, claims adjusters, brokers, and compliance officers; systems such as policy administration and claims management platforms; and devices such as telematics equipment and connected risk sensors. Respondents reported managing an average of 49 endpoints, with that footprint growing 14% annually. Additionally, 72% said the volume and diversity of endpoints are increasing exponentially.
At the same time, insurers are adopting AI agents. The report defines an AI agent as software that uses large language models to interpret goals, make decisions, reason about next steps, and interact with people, systems, and devices.
The survey found that 69% of organizations currently use AI agents, but only 11% of agentic use cases reached production during the previous year. Moreover, 65% reported a significant gap between their vision for agentic AI and current implementation.
Organizations also identified several barriers. Eighty-one percent cited business risk when appropriate IT controls are absent, 80% cited a lack of transparency around AI use within business processes, and 68% cited compliance concerns. Another 63% reported missing internal skills needed to manage AI effectively.
Currently, 81% said most of their AI agents function as chatbots or assistants that summarize information or answer questions rather than handle mission-critical cases. In addition, 45% said their agents operate in silos instead of within end-to-end processes.
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