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Consumers will pay to avoid AI in claims – and the youngest are most willing

By 2026-04-27T06:00:00

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‘Insurers know that customers value the human touch, but may be surprised that digital natives say they are the most willing to pay for it,’ says head

Despite a fervent race to embed artificial intelligence (AI) processes into insurance value chains, consumers remain deeply sceptical of the technology, with just 36% saying they would accept a fully automated claims handling process in return for cheaper cover.

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