Insurance has always been a business built on trust, risk assessment and document-heavy workflows. With the rise of agentic AI—AI systems that reason, act autonomously and participate directly in business transactions—insurers face both a challenge and an opportunity.

Insurance contact centers have evolved from basic operations to strategic assets, integrating AI and omni-channel capabilities. This transformation enhances customer engagement, streamlines processes and anticipates needs. WWT's Contact Center Maturity Model guides insurers in leveraging these advancements, turning centers into predictive engines of growth and innovation.

Scattered Spider exploits the insurance industry's vulnerabilities through advanced social engineering, targeting legacy systems and human weaknesses. As cyber threats evolve, insurers must transition from prevention to resilience, focusing on rapid detection and response. The industry's future hinges on integrating technology, processes and human awareness to thwart these sophisticated attacks.

As we reflect on Black Hat 2025, cyber insurance again was one of the main themes, and the biggest take away, loud and clear is that we, as an industry, need to rethink the role of cyber insurance. It is no longer just a financial product, but rather, a strategic instrument—one that reflects the maturity of our security programs, the resilience of our operations, and our ability to quantify and communicate risk. When used correctly, it becomes a powerful weapon in our overall digital resilience lifecycle.

The insurance industry is transforming digitally, fueled by emerging technologies that are reshaping how insurers operate, engage customers and manage risk. These innovations are not just about modernization but also about unlocking real business value.

Insurers have bought into the potential of GenAI, but the promise of business value is ever elusive, and many organizations are stuck in a POC quagmire. This blog post explores how insurance organizations can navigate the maze of challenges associated with GenAI use cases to realize the promise of business value.