Purpose: This study examines how technology and innovation trends reshape the insurance value chain and identifies the organizational and governance conditions that influence whether adoption produces value. Methodology: An integrative desktop literature review and documentary analysis synthesized academic studies, regulatory guidance, industry reports and the 2022 College of Insurance conference paper. Sources were thematically analyzed across product design, underwriting, marketing, distribution, policy administration and claims. Findings: The review indicates that digital value depends on connected activities and complementary capabilities; analytics and automation require reliable data and accountable oversight; platforms can extend distribution while shifting control over customer data and relationships; and infrastructure, skills and institutional readiness condition adoption. Unique Contribution to Theory, Practice and Policy: Insurers should align technology investments across the value chain, establish data, model, privacy and consumer-protection governance before scaling automated decisions, and evaluate outcomes using service quality, fairness, resilience and operating performance. The results are documentary synthesis, not newly collected firm-level or causal evidence.
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Ben Kajwang (2026) studied this question.
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