Survey Reveals Consumers Wary Of AI-Driven Insurance Claims Review

Only 17% of consumers say they’d be comfortable with the idea of insurance claims for their home, renters, or vehicles being reviewed exclusively by AI.

That’s according to a new survey commissioned by Policygenius, which also found that 60% of consumers would rather switch insurance companies than let AI review their claims.

The results point to a general reluctance to trust AI systems — particularly ‘black box’ systems that lack an explainability component.

For example, just 12% of respondents to a recent AAA report said they’d be comfortable riding in an autonomous car.

High-profile failures in recent years haven’t instilled much confidence, with AI-powered recruitment tools showing bias against women, algorithms unfairly downgrading students’ grades, and facial recognition tech leading to false arrests.