Shocking Results: 88% of Adults Prefer Human Touch for Insurance Advice – But There's a Twist!

SAN FRANCISCO--(BUSINESSWIRE)--Sep302024--UserTesting,a human insight platform,has released the results of its latest global survey, uncovering the shifting landscape of insurance advisement. In a surprising revelation, 88% of adults worldwide prefer human assistance when seeking insurance advice, highlighting the importance of personal connection in this industry.

However, amidst this preference for human assistance, an intriguing trend has emerged. The survey found that interest in AI-driven insurance advisement is on the rise, with a notable percentage of respondents open to exploring AI-powered solutions in the future.

"The survey highlights the need for a balanced approach in the insurance industry," said Kip Schlick,UserTestingsVP of marketing. "While human assistance remains the gold standard for many, the increasing interest in AI-driven solutions presents a significant opportunity for insurers to innovate and expand their offerings."

The survey also delved into the reasons behind this preference for human assistance. The majority of respondents cited trust and empathy as key factors, with many expressing concerns about the potential limitations of AI in understanding their unique circumstances and providing personalized guidance.

Despite these concerns, the survey revealed a growing interest in AI-powered solutions, particularly among younger respondents. As the insurance industry continues to evolve, it will be essential for insurers to find ways to blend human expertise with AI-driven solutions, creating a hybrid approach that meets the diverse needs of their customers.

Key findings from the UserTesting global survey include:

• 88% of adults prefer human assistance when seeking insurance advice.
• 62% of respondents expressed concerns about the limitations of AI in understanding their unique circumstances.
• 56% of younger respondents (aged 18-24) expressed interest in exploring AI-powered insurance solutions in the future.

The survey was conducted across five countries, including the United States, Canada, the United Kingdom, Australia, and Germany, and gathered insights from over 5,000 respondents.

"As the insurance industry continues to navigate this shift towards AI-driven solutions, it will be crucial for insurers to prioritize the needs and concerns of their customers," added Schlick. "By embracing a human-centered approach to innovation, insurers can build trust, drive engagement, and ultimately, deliver more personalized and effective insurance solutions."