New research from Digital Insurance reveals insights into the technology that carriers, agents and brokers are actively using, as well as the types of solutions that insurance professionals are planning to adopt in the near future. The "AI Readiness Survey 2025" offers a current look into the state of technology in use throughout the insurance industry, a deep dive on how insurance organizations use or hope to use AI technology and participant responses on how to achieve AI and tech infrastructure readiness.
The DI AI Readiness survey was fielded online during July and August, 2025 among 100 insurance professionals. All respondents have insight into, responsibility for, or oversight into the decisions around what technology is in use at their organization.
Top findings from the report:
- Document management systems and customer-focused tools are the most popular technologies in use by insurance organizations.
- In a shift from previous years, staying competitive with peer organizations is one of the goals driving insurer technology strategy.
- Reducing the need for human talent is the least popular goal driving technology strategy.
Results from the report are highlighted below using interactive charts. Mouse over each section for more detail, and click on the chart labels to show or hide sections.
This item is the start of a series about Digital Insurance's 2025 AI Readiness report, so check back soon for the latest updates.
Tech in use
While artificial intelligence and agentic AI are hot topics in the industry, our research indicates that documentation systems, customer-centered tech and underwriting platforms are the most common types of solutions currently used by carriers, agents and brokers.
Most survey respondents, 87%, said they currently use a document management system at their organization and 5% said they have plans to use one soon. Organizations with less than 2,000 employees are more likely to use a document management system, or plan to add one to their organization soon, as shown in the figure above. Following the top spot of technology currently employed by insurance organizations are an e-signature tool, a quoting and/or underwriting platform, a customer portal, customer relationship management (CRM) and a client communications tool.
While drones or geospatial data is the least employed technology of the list, 15% of respondents say they are planning to use it soon and 55% say they have used it in the past. AI chatbots or virtual assistants are lower on the list at 41% saying they currently use this kind of technology, though 30% say they do plan to use it in the near future. Computer vision tools and telematics, IoT, or sensors also placed low, though intention to use these technologies soon are 15% and 20%, respectively.
Goals driving technology strategy
While improving customer experience and satisfaction remains one of the top goals driving organizations' technology strategies, there has been a slight shift in priorities from reducing costs to staying competitive with peer organizations.
For the past three to five years, more than half of respondents said that reducing costs, which includes labor, was a top priority–now, that number dropped to about 45 percent. The improvement of customer satisfaction saw a similar drop from more than 50% to just over 45% now, though this remains one of the most popular goals among respondents. The strive to stay competitive with peers saw a slight increase from previous years. Another driving factor of tech strategy for organizations is keeping up with companies and regulatory policies, though this saw a drop from nearly half of respondents to just over 40% now.
The least popular responses included increasing process transparency and filling staff shortages. Reducing the need for human talent is the least popular goal driving strategy at just 10 percent.
