Insurance technology adoption: a framework-based systematic literature review and directions for future research

Purpose This paper aims to conduct a systematic literature review of papers on Insurance Technology Adoption (ITA) to address the gap in academic inquiry into the application of technology in the insurance industry. Design/methodology/approach This review examines 65 peer-reviewed journal papers published between 2010 and 22 November 2025, from Scopus and Web of Science databases, using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses protocol. The review integrates the Antecedents, Decisions, Outcomes (ADO) framework with the Theories, Contexts, Methods (TCM) framework, enabling a systematic examination of conceptual, contextual and methodological patterns in ITA research. Findings The findings indicate that ITA research has primarily focused on technological, behavioural, customer-related, environmental and organisational-related antecedents, with decision constructs largely centred on behavioural intention and technology adoption, leading to customer-oriented outcomes such as service acceptance, satisfaction and insurance inclusion. Theoretical foundations were mainly based on technology acceptance, with research focused on industrialised economies. Research limitations/implications The study provides a structured synthesis of ITA by highlighting theoretical imbalances, contextual concentration in developed economies and underexplored organisational and institutional dimensions, thereby guiding future research towards more context-sensitive and multi-level investigations. The review is limited to peer-reviewed journal papers from Scopus and Web of Science databases. Originality/value To the best of the authors’ knowledge, this review is one of the first to explain how technology is adopted in the insurance sector through the lens of the ADO-TCM framework.