Consumers Value Human Insurance Agents Despite Embracing AI Tools
A new survey by the Independent Insurance Agents & Brokers of America (Big "I") reveals that while consumers are increasingly open to using artificial intelligence in insurance services, they still place a high value on human expertise. According to the study, 87% of respondents believe having a dedicated human agent is important for making insurance decisions. At the same time, 61% said they would be more likely to choose an agent who uses AI and modern technology to provide faster and personalized service. The survey highlights that consumers see value in using AI tools—such as identifying coverage gaps or answering questions quickly—but only when a human professional is involved. During major events like accidents or claims, the vast majority prefer assistance from insurance professionals over relying solely on AI. The findings suggest there's no trade-off between technology and personal service; rather, consumers expect both to be integrated effectively.
Topics: AI adoption customer preferences human interaction insurance industry