Survey Shows One-Third of Americans Think AI is a Good Idea for Insurers

Roughly one-third of Americans think it is a good idea for insurance companies to use AI, a new survey shows.

The survey was conducted online in January with more than 1,000 adult participants across the U.S. Respondents were asked eight questions, ranging from multiple-choice to scale-based, to gauge their opinions on AI in property/casualty insurance.

The survey also showed 42% said they would bee less likely to purchase a policy from an insurance provider that publicly states that it uses AI, however 63% of consumers that have interacted with AI through their insurer said the experience was positive.

The survey was conducted by Insurity, a provider of cloud software for insurance carriers, brokers, and MGAs, for its 2024 AI in Insurance Report. The report offers insights into consumer attitudes toward AI in the P/C insurance sector.

Since such a large percentage reported a positive experience with AI through their insurer, the findings suggest that the negative sentiment towards AI in insurance is largely driven by a lack of understanding or direct experience with the technology.

Insurity’s report calls on the insurance industry to proactively address consumer concerns and to highlight successful AI interactions that enhance policyholder experience, from personalized policy recommendations to efficient claims processing.

“This report underscores the critical importance of not only investing in AI technology but also in the education and communication resources necessary to earn policyholder buy-in,” said Chris Lafond, Chief Executive Officer at Insurity. “While initial hesitations toward AI are understandable, our research clearly shows that firsthand experience with AI services can significantly improve perceptions, emphasizing the need for insurers to demonstrate the tangible benefits of AI to their customers.”