Architecting Insurance for 2026

In January 2026, Capgemini published its Top Trends in Insurance report. Banking Frontiers presents the highlights:

- 

The Capgemini 2026 Insurance Trends report covers 3 interconnected imperatives: (i) Distribution and Engagement (ii) Operational Efficiency and (iii) Technological Innovation.

It focuses on property and casualty (P&C), life and health.

DISTRIBUTION & ENGAGEMENT

The report highlights rising customer expectations for seamless and personalized experiences, which is pushing insurers to rethink how they distribute and engage. 41% of P&C insurers say reassessing their distribution strategy is critical for unlocking growth and productivity. Only 8% of customers' surplus funds are allocated to increasing life insurance coverage, showing a large untapped opportunity to reposition life insurance through personalized, goal-based engagement that links protection to broader financial goals. In health insurance, 43% of insurers say the underuse of preventive services is a major driver of medical costs, showing how personalized engagement can encourage preventive behavior, enable early screening and treatment, and help health insurers shift from claims payers to wellness partners.

Trend 1: Customer Centricity

Capgemini found that 60% of customers are willing to share personal data in exchange for tailored and cost-effective coverage, pushing insurers to move from static pricing to data-driven personalization. Another 60% of customers say they trust insurers more when they receive a consistent omnichannel experience, highlighting the importance of seamless journeys. In addition, 70% of insurers report improved customer retention when customer service insights are integrated across functions and departments.