Consumer Support for AI in Insurance Nearly Doubles in a Year
Support among U.S. consumers for artificial intelligence in property and casualty insurance has nearly doubled, according to a 2026 survey by Insurity. Thirty-nine percent of consumers now say it's a good idea for their insurance company to use AI to improve services, up from 20% in 2025.
The shift reflects growing familiarity with AI tools in daily life. Eighty-four percent of Americans use AI at least occasionally, and 27% use it daily for writing, productivity, health inquiries, and financial comparisons.
Resistance Is Softening
Fewer consumers are wary of insurers using AI publicly. In 2025, 44% said they were less likely to buy from an insurer that used AI. That figure dropped to 36% in 2026.
Consumers Distinguish Between Assistance and Decisions
Policyholders draw a sharp line between AI that helps and AI that decides. Routine tasks score higher comfort levels. Forty-six percent would let AI generate a quote, 39% are comfortable with AI tracking claim status, and 38% would use it to update personal information.
Comfort drops when AI moves to autonomous decisions. Only 22% would accept AI filing a claim on their behalf. Just 16% are comfortable with AI canceling or renewing a policy.
Trust Remains a Barrier
Nearly half of respondents distrust AI when it makes decisions about claims approvals, fraud detection, or policy adjustments. Only one-third trust AI-driven insurance decisions, and 26% say they need more information before deciding.
The distinction matters for customer support teams. Consumers view AI as infrastructure, not marketing. If it cuts costs without explanation, trust erodes. If it speeds claims, improves underwriting, and provides clarity with human oversight, trust grows.
About the Survey
Insurity conducted the survey online in February 2026 with more than 1,000 randomly selected U.S. adults. Respondents answered 18 questions on AI in property and casualty insurance, ranging from multiple-choice to scale-based formats.
For customer support professionals managing AI tools, the findings underscore a core principle: explain how AI is being used and why. Customers are past the novelty phase. They want results and transparency.
Learn more about AI for Customer Support and AI for Insurance to understand how these tools fit into operations.
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