88% of Adults Desert AI for Insurance Advice - Will Humans Always Reign Supreme?

SAN FRANCISCO--(BUSINESS WIRE)--Sep 30 2024--In a groundbreaking global survey conducted by UserTesting it has been revealed that a whopping 88% of adults prefer to receive human assistance for insurance advice This staggering statistic has left many in the industry questioning the role of AI in insurance customer support

Despite recent advancements in artificial intelligence the fact that the vast majority of consumers prefer human assistance for insurance advice is a telling indicator of the value placed on personalized and empathetic interactions According to the survey 71% of respondents also expressed a strong desire for personalized advice that takes into account their individual circumstances

While these findings may seem to spell bad news for the adoption of AI in insurance there are signs that consumers are warming up to the idea of using AI-powered tools for less complex insurance-related tasks 61% of respondents reported being open to using AI-powered chatbots for general inquiries and simple claims processing

However when it comes to more complex issues such as policy selection and claims resolution human assistance is still the preferred option This disparity highlights the need for insurance companies to strike a balance between implementing AI-powered solutions and maintaining a human touch

The survey also revealed some regional differences in attitudes towards AI in insurance For instance respondents in North America were more likely to report being open to using AI-powered tools than those in Europe

As the insurance industry continues to evolve and adapt to emerging technologies it is clear that there is still a significant role for human assistance in insurance customer support While AI has the potential to streamline processes and reduce costs it is unlikely to replace the need for personalized and empathetic human interactions

The findings of this survey should serve as a wake-up call to insurance companies to reassess their customer support strategies and prioritize the development of hybrid solutions that combine the best of human and AI-powered support