# One in three UK insurance customers comfortable with AI use, Guidewire survey finds

> 30% of UK insurance customers accept AI pricing their policies, a Guidewire survey of 2,026 European consumers found. Trust depends on human oversight, transparency, and independent regulation.

- Type: AI news
- Page: https://completeaitraining.com/news/one-in-three-uk-insurance-customers-comfortable-with-ai-use/
- Published: 2026-05-26
- Updated: 2026-05-26
- Author: Jeroen Erne
- Jobs: Insurance
- Reading time: 1 min

### One in three UK insurance customers open to AI use, but trust hinges on human oversight

About 30% of UK insurance customers would accept AI pricing their policies, according to a Guidewire survey of 2,026 European consumers published this month. Acceptance rises when customers see direct benefits: 38% welcome AI help completing insurance documents, and 39% are comfortable with AI assisting human call handlers.

The survey reveals three conditions customers attach to accepting AI: human intervention (33%), transparency (26%), and independent regulation (23%).

#### Daily AI users show markedly different attitudes

A sharp divide emerges between people who use AI daily and the general public. Daily AI users are twice as likely to trust fully automated pricing-63% versus 30% of all UK consumers.

The gap widens for claims decisions. Nearly 60% of daily AI users would accept AI handling claims assessment, compared with 27% of the broader population. For document completion, 80% of daily AI users approve versus 38% of all consumers.

Even among this more receptive group, oversight matters. Transparency (30.6%) and human involvement (39%) remain top conditions for trust.

#### What insurers should do

Insurers need to work with technology providers and regulators to meet customer expectations, Guidewire said. The findings suggest that transparency, regulation, and human oversight are non-negotiable for building trust in [AI for insurance](https://completeaitraining.com/tag/insurance/) operations.

As AI embeds deeper into daily operations-moving beyond efficiency gains into claims processing and underwriting decisions-insurers must prioritize robust governance frameworks. The balance between automation and human judgment will determine whether customers accept AI-driven insurance services.

---

This is the Markdown form of https://completeaitraining.com/news/one-in-three-uk-insurance-customers-comfortable-with-ai-use/. The whole site is mapped at https://completeaitraining.com/llms.txt.