Feb 26, 2026
Adacta Publishes State of Claims Automation Market Study 2026
New research reveals that while 80% of European insurers plan to increase investment in claims automation, only 17% have reached advanced levels of automation.
Adacta, a leading software provider for the insurance industry, has published the State of Claims Automation Market Study 2026, a comprehensive assessment of claims automation maturity in the European insurance market. The study is based on insights from 110 senior insurance decision-makers across five European regions.
The findings show that claims automation remains in the early stages for most insurers. Over 80% of respondents describe their current level of automation as moderate or lower, while only 17% report having reached a high or very high level.
Interest in artificial intelligence is widespread, with very few respondents ruling out its use entirely. However, just 26% are currently using or testing generative AI in claims, while the majority remain in the exploration or monitoring phase.
The study also highlights a consistent gap between insurers' expectations regarding the benefits of automation and the results achieved to date. Across all seven benefit areas measured, observed results fall short of stated importance by up to 34 percentage points.
Legacy IT infrastructure emerges as the most significant barrier to progress, cited by over half of respondents, followed closely by unclear return on investment and data quality issues. As a result, core claims system modernisation has become the leading strategic priority, selected by 85% of respondents and ranked first more frequently than any other innovation area.
"European insurers clearly recognise the value of claims automation, and the investment data confirms this," said Sebastjan Plavec, Chief Marketing Officer at Adacta. "At the same time, the research shows that sustainable progress depends on strengthening core systems. Without a modern foundation, the ability to scale automation and realise its full potential remains constrained."
"What stands out from the claims perspective is the gap between where automation is applied today and where the real operational pain points exist," added Beti Ilinčič, Claims Product Manager at Adacta. "While Insurers have made progress on intake and communication, the more complex parts of the value chain still largely depend on manual processes. That is where the next wave of modernisation must focus."
Download the State of Claims Automation Market Study 2026 (Part 1) for free. The complete report, including a detailed regional and line-of-business analysis, will be published in April 2026.
About Adacta and AdInsure
Adacta is a leading software provider for the insurance industry. Its insurance platform, AdInsure, offers insurance organisations a future-proof solution to streamline operations and processes. Adacta's solutions are regularly recognised by industry analysts such as Gartner, Celent, ISG, and Everest Group.
