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Study finds trust in AI claims support plunges for policyholders
The study surveyed 550 property and casualty executives and 2,000 policyholders, and found confidence in AI trustworthiness is much higher for general questions than for filing claims.
Insurance Business reports a new study from Hi Marley, a property and casualty insurance platform, finds a widening gap between how insurers and policyholders expect AI to affect customer trust.
According to the survey, 85% of insurance executives believe AI will strengthen customer trust, compared with 40% of policyholders who agree. The study also found many policyholders expect AI could weaken trust, while only about half said they are mostly or completely confident their insurer will use AI responsibly.
The research surveyed 550 senior P&C insurance decision-makers and 2,000 policyholders across the US and Canada. It found 65% of insurers expect to increase dedicated AI investment, while two-thirds of policyholders said their main concern is not AI itself but fear they will not be able to reach a human when it matters.
The study also highlights task-specific trust: roughly two-thirds of policyholders said they would trust AI-delivered answers for general questions or coverage details. Trust drops sharply for claims use cases, with just 45% saying they would trust AI when filing a claim, and 90% saying it is very or extremely important to know when they are interacting with AI.