The global insurance industry is entering a new phase: one shaped by Agentic AI-driven transformation, rising customer expectations, and the growing need to convert data into real-time intelligence. Capgemini’s Insurance Trends 2026 report frames this moment as a shift that goes beyond tools: it’s a fundamental change in how insurers operate, compete, and create value. 

For Belgian insurers, this transformation is not theoretical. It’s already underway. In a recent conversation with our Belgian insurance expert, Patricia Boydens, several critical insights emerged: the opportunities are real, but so are the constraints. Especially around mutualization, legacy systems, and the practical realities of data modernization. 

This article unpacks the top 5 insights for the Belgian market and combines them with global trendlines to provide a forward-looking view for leaders seeking competitive relevance. 

1. Personalization will differentiate, but mutualization still matters. 

Capgemini’s Insurance Trends 2026 Report highlights that 60% of customers are willing to share personal data for more tailored coverage, marking a shift toward dynamic, personalized insurance models. However, Patricia highlights a nuance critical to Belgium’s socioeconomic insurance landscape: “Belgians are willing to share their personal data, but only if the benefit is crystal clear ‘What’s in it for me?’. However, a full personalised risk cover undermines the core principle of mutualization of risk. 

In other words, customer-centricity is essential, but insurers must avoid “hyper individualization” that destabilizes risk pools. This is especially relevant in Belgium, where solidarity remans a core expectation in line with household and commercial insurance. 

What this means in Belgium: 

Personalization will grow—but it will likely be bounded. Expect more risk-based pricing and talored services, but not an unlimited “insurance-by-the-individual” model that erodes solidarity. Capgemini’s report also points to personalization as a differentiator—yet the Belgian market will likely need to balance personalization with stability and farness. 

2. Data for Intelligence: The New Enterprise Bran 

The Trends Report places “Data for Intelligence” at the center of operational excellence, emphasizing the need for federated data, integrated analytics, and real-time decisioning engines. 

Patricia confirms that Belgian insurers are committed to this direction, but many are constraned by their current systems: “Legacy systems still run overnight batch processes. This makes real-time intelligence impossible. You can’t roll out Agentic AI at scale when your foundation isn’t ready.”

This aligns with global observations that data silos, legacy core systems, and outdated integration layers are the biggest inhibitors to Agentic AI transformation.

What this means in Belgium: 

Before advanced Agentic AI can deliver value, insurers must prioritize data quality, accessibility, and interoperability, the unglamorous but decisive work. 

3. Integration Modernization: The Hidden Battle That Determines Speed 

Capgemini’s insights emphasize that insurers struggle with “data intricacy and disconnected systems,” which block intelligent decision-making and modernization. Patricia describes the situation in operational terms: “A mainframe doesn’t link with a real-time APIs. If you still work with FTP exchanges and Excel files, you can’t expect intelligent automation.” 

Belgium is not unique in this challenge, but the country’s relatively small market size means insurers cannot rely on scale to compensate for inefficiencies. 

What this means in Belgium: 

Winning insurers will be the ones that treat modernization as a business priority, not simply an IT upgrade, aligning core platforms and data flows with real-time decisioning. 

4. Agentic AI at Scale: From Pilots to Enterprise Transformation 

Globally, insurers are increasing their investment in Gen AI, with 70% doing so to futureproof against market disruptions. Belgian insurers mirror this momentum. 

“All insurers are looking into Agentic AI for efficiency gains: faster claims handling, more straight through processing, better risk assessment, improved customer care. Everyone is running POCs or scaling certain domains.”

This aligns with emerging industry benchmarks showing that Agentic AI-enabled underwriting, claims, and customer service are becoming standard expectations, not differentiators. But Agentic AI cannot scale on top of outdated architecture. Tech stacks must evolve in parallel. 

What this means in Belgium: 

The market is past the “should we?” stage. The differentiator is now scaling responsibly, supported by modern architecture and data. 

5. Human + Agentic AI Collaboration: The Future Workforce Is Hybrid 

Capgemini underscores that future-ready insurers will harmonize advisory-led interactions with Agentic AI-driven insights. Patricia reinforces this trend: “There are big Agentic AI learning programs and re-skilling initiatives. Insurers are hiring Agentic AI-knowledgeable profiles. AGENTIC AI will take the repetitive work so experts can focus on decisions requiring their insurance experience.” 

Her comments reflect a global shift toward augmented roles in underwriting, clams, distribution, and customer service. 
This shift is also consistent with global insights showing insurers are modernizing workforce capabilities to thrive in digital, data-rich environments. 

What this means in Belgium: 

The capability gap is becoming strategic. Insurers that invest early in Agentic AI literacy, change management, and new roles will move faster and with less operational risk.

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