Underwriting is at an inflection point, driven by rapid technological advancements such as big data analytics, artificial intelligence (AI), and machine learning (ML). According to a recent research report, 81% of US insurers are boosting AI budgets and 92% cite it as essential for customer experience, signaling a fundamental shift toward insight-led, agile, and scalable operating models.
From traditional policy processing to predictive risk orchestration, underwriting is becoming a key lever for customer experience, growth, and resilience. This blog explores how global underwriting models are evolving and what industry leaders must prioritize.
key dimensions of the evolving underwriting practice
evolving role of the underwriter
Traditionally focused on administrative and rule-based tasks, today’s underwriters are being redefined as strategic enablers. Their responsibilities now include managing risk portfolios, building stronger relationships with brokers and agents, and contributing directly to business growth. This transformation is powered by the integration of digital tools and advanced analytics into underwriting workflows. To remain effective, underwriters must adopt a data-first mindset and become proficient in AI-enabled platforms, analytical models, and automated systems. Continuous upskilling is essential not just to manage this complexity but to unlock new opportunities in decision-making and risk evaluation.
enhancing customer experience
Customer expectations are reshaping underwriting priorities. With technology accelerating quote generation and policy issuance, speed and convenience have become key differentiators. However, beyond speed, personalization is emerging as a core value driver. Underwriting teams are now expected to deliver tailored products and services based on customer behavior, preferences, and risk profiles. This shift positions the underwriter at the center of customer experience, enabling more responsive and meaningful interactions throughout the policy lifecycle.
underwriting as a business builder
Underwriting is increasingly recognized not only as a control function but also as a business growth driver. Insurers that differentiate through underwriting, particularly in specialized or underserved segments, can create new revenue streams and market opportunities. Strategic partnerships with third-party providers are expanding the underwriting value chain, enabling more comprehensive, high-value propositions. As a result, underwriters are becoming active contributors to product development and commercial strategy, supporting faster and more effective go-to-market efforts.
technology as a disruptor
Technology continues to reshape underwriting. AI and ML are automating core tasks such as data extraction, risk scoring, and fraud detection, delivering efficiency and reducing turnaround times. In parallel, big data analytics deepening risk understanding and enabling more accurate, dynamic pricing strategies. Additionally, the adoption of low-code platforms and robotic process automation (RPA) is streamlining policy management and reducing manual overhead. Together, these technologies are transforming underwriting into an intelligent, adaptive, and scalable function.
risk, regulation, and resilience in a volatile world
As insurers scale AI-driven underwriting, focus is shifting beyond operational efficiency to governance, risk management, and resilience. Regulatory bodies such as EIOPA, NAIC, and the EU AI Act are introducing stricter guidelines on fairness, explainability, and accountability in algorithmic decision-making. In response, underwriters must evolve their risk frameworks to include climate models, macroeconomic indicators, and ESG considerations. At the same time, capital efficiency and alignment with reinsurance strategies are becoming essential competencies for modern underwriting teams.
driving business value, enhancing customer experience
The evolving underwriting landscape is generating measurable value for both insurers and policyholders. Underwriting is becoming a critical enabler of smarter decision-making, responsive products, and improved business agility.
For insurers, a digitized and data-led approach supports faster quote generation, more consistent portfolio management, and improved risk assessment. Standardized workflows and scalable platforms help reduce operational costs and enhance capital allocation. These efficiencies empower underwriters to adjust pricing strategies and develop offerings that better align with changing market dynamics.
For customers, these improvements translate to quicker response times, clearer policy terms, and insurance products that reflect individual needs. Improved onboarding and decision-making processes enhance confidence and satisfaction across the policy lifecycle.
To realize these outcomes, insurers should embed underwriting within their broader transformation agenda. This includes strengthening digital infrastructure, improving data maturity, and aligning teams around shared business goals. With this foundation, underwriting becomes a strategic driver of growth and a differentiator in delivering relevant, customer-focused insurance experiences.
how Infosys BPM can help
At Infosys BPM, we bring deep domain experience in both Property & Casualty (P&C) and Life & Annuities (L&A) underwriting. Our AI-first underwriting playbook includes cognitive automation, agentic AI use cases, and advanced predictive models tailored for risk evaluation, fraud detection, and customer personalization.
Whether you are looking to modernize legacy systems, improve underwriting cycle times, or embed AI into your decision-making processes, our solutions are designed for scale, compliance, and long-term business impact.
Connect with us today and let’s navigate through your transformation journey of business excellence and exceptional customer experiences.
