Credit: Andrei Hasperovich/Adobe Stock
Thirty-six percent of U.S. consumers say they’re scared AI bots will decide their insurance claim, according to a survey by Answering Service Care.
Eighty percent of U.S. consumers want to know if they’re speaking to AI, the data showed, with 37% saying they’d lose trust in a company that hides AI and 15% saying they’d boycott the brand entirely.
"Quietly swapping claim handlers for chatbots doesn’t just alienate customers, it de-skills licensed professionals, depresses morale and accelerates attrition by stripping judgment from the job," Logan Shooster, VP at Answering Service Care told PropertyCasualty360.com. "The path forward is transparent policies and live, licensed people on the line for claims with any automation kept behind the scenes and a one-step path to a human every time. Insurance claims are human moments."
Other key takeaways…
- For businesses, the stakes are real - 62% of small business owners fear financial losses if customers abandon AI-driven calls.
- Suspicion is widespread, with 81% convinced AI is being used secretly and six out of 10 worried it is shaping sensitive interactions in banking, healthcare and even emergency services.
- Sixty-two percent of small business owners fear financial losses if customers abandon calls once AI is revealed, and 43% worry about long-term damage to trust. Efficiency may be appealing, but secrecy makes it unsustainable.
- Overall, 71% of Americans fear AI voices are being used without disclosure, with 41% specifically worried about bank or financial support lines. Another 34% suspect that tax or government helplines are doing the same.
Meanwhile, Gen Z insurance workers want AI on the job, and not only is the demographic not worried about AI taking their jobs, they view the technology as a co-pilot for their careers.
Over 50% of Gen Z workers say AI is not a threat to their job, with 69% believing AI will help their workflow. At the same time, nearly half of Gen Z respondents (45%) point to slow technology adoption as a serious industry issue.
"AI is transforming industries across the economy, but the insurance sector has staved off technological change for decades, leaving systems and thinking far behind other industries," says Tanner Hackett, CEO of Counterpart. "As insurance scrambles to catch up, young professionals have a unique chance to establish themselves as indispensable leaders in an industry undergoing complete reinvention, where AI expertise has the potential to trump traditional tenure."
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