Artificial intelligence is constantly becoming more ingrained into our daily lives and functions, and that holds true for insurance professionals, as well. More insurance companies are integrating automated customer service elements. like chatbots and virtual assistants, into their customer service and claims processes.
Many folks remain uncomfortable with the idea of AI and other automated processes. However, J.D. Power’s most recent Insurance Intelligence Report shows that these attitudes are shifting and more customers are becoming comfortable with the idea of their insurer using these tools, even if they haven’t fully bought into the idea that they are the beneficiaries of these new technologies.
Another J.D. Power study from early December (2025 U.S. Claims Digital Experience Study) shows that customer satisfaction surges when the insurance claim process is managed digitally. However, most customers still find themselves in need of help from actual humans to guide them through certain aspects of the claims process.
“Across the insurance claims workflow, from first notice of loss to the estimate and ongoing status updates, customer satisfaction scores are highest when customers are able to manage the process via their insurers’ digital apps and websites,” Mark Garrett, director of global insurance intelligence at J.D. Power, said in a release. “However, the study reveals several key moments in the claim journey when customers need to move across channels to get more detailed explanations from claim representatives or seek status updates. The more insurers can anticipate the information customers will need and proactively deliver it digitally, the more satisfied — and brand loyal — their customers will become.”
The Digital Experience survey showed that receiving regular updates throughout the claims process is one of the top drivers of customer satisfaction, though customers report their insurers only deliver on this effort about 22% of the time.
Customer satisfaction is also higher when insureds receive updates via mobile apps, though only 36% of auto insurance customers and 31% of homeowners insurance customers say they currently receive updates this way. Around 22% of insureds told J.D. Power that they still rely on multiple channels to find answers to the same insurance question.
“Insurer websites and mobile apps are largely delivering on customer expectations, but there are still a few key areas where customers end up hunting for information and need to repeat steps unnecessarily,” said Kristen Coffin, digital solutions analyst at J.D. Power. “There is a real opportunity for insurers to create a complete end-to-end digital experience that anticipates customer needs more proactively.”
Click through the slideshow above to explore how customers feel about the different aspects of AI use in insurance, according to J.D. Power’s findings.
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