Consumers voice unease with AI-only home & auto claims

“We’re seeing home and auto insurers integrate various data collection and analysis technology into policy distribution, pricing and claims, but it’s clear consumers aren’t readily willing to trade personal data or give up the human touch for marginal savings,” said Pat Howard, of Policygenius. (Credit: Sergey Nivens/Adobe Stock)

While the shift to tech-forward insurance processes is underway and the industry shows a willingness to embrace the cutting, if not bleeding, edge, new consumer research is showing auto and home insurance policyholders aren’t quite confident in a fully automated experience, according to a survey from Policygenius Inc.

More than 70% of consumers said they would be uncomfortable purchasing insurance without speaking to a person, while 64% said they’d be uncomfortable filing claims on a website or app without human interaction. This sentiment was expressed across cohorts, with 66% of policyholders age 25-53 saying they were uncomfortable purchasing insurance online without talking to a human. Nearly 80% of consumers 55 and older said the same.