Insurance predictions for 2026

Beth Robertson, managing director, Keynova Group LLC

As consumers continue to expand their use of digital devices for everyday banking, shopping, entertainment and communication, the anticipation of always-on and immediate service access is driving new workers comp expectations from injured workers. Keynova Group anticipates that 2026 will see a rapid development of digital workers comp servicing designed to engage and support injured workers in risk management and accident prevention, recovery, and return-to-work outcomes.

Digital platforms will become a central pillar of this support, providing clarity about injured workers' role in the claims process, enabling workers to upload and e-sign claims-related materials, sign-up for reimbursement or have providers directly reimbursed, and receive a precise and detailed overview of claims requirements and status factors.

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Hector Martinez, head of John Hancock Insurance

As we look toward 2026, the integration of AI and Gen AI technologies will transform the  insurance landscape. What today are mostly use cases or pilot projects will soon evolve  into fully operational applications, particularly in areas like underwriting, advisor  enablement, and enhancing the policy ownership experience. Companies at the forefront  of this transformation will set new standards for efficiency and customer satisfaction. 

Behavior-driven insurance models and personalization will continue to accelerate,  exemplified by our John Hancock Vitality Program, which celebrated its 10-year anniversary in 2025. These innovations and solutions will empower individuals with  education, resources, incentives and rewards that help them lead longer, healthier,  better lives, creating significant value over their lifetime. This shift will not only enhance  client relationships but also improve cross-selling opportunities and generate more  referrals, ultimately strengthening our industry and business.

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Luke Bills, president of independent agent distribution, Liberty Mutual Insurance

Since the advent of the internet, there has been one industry prediction that has been louder and more persistent than any other: the demise of the independent agent.

Yet, independent agents are doing more business than ever. In fact, they now place 62% of all P&C business, up from 58% just a decade ago, according to the 2016 and 2025 Big "I" Market Share Reports.

We're at a similar inflection point with AI as we were in the early days of the internet. There's been an incredible amount of speculation about how AI will disrupt and displace parts of this industry, including the agent experience. Many of those predictions are bound to be true. The carrier-agent-customer value chain will look very different in 10 years than it does today – technology will become more central to every person and every process, and AI will play a big role in that evolution.

But as risk continues to get more complex for businesses and individuals, the more valuable a trusted advisor becomes. And the greater the market share that independent agents will command.

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