Recent analysis of Glassdoor reviews reveals that claims adjusters are the most skeptical group of workers when it comes to artificial intelligence. A striking 98% of AI‑related comments from adjusters were negative, far higher than the 53% negative rate across all occupations.
Why Adjusters Are Wary
Job postings for claims adjusters have fallen about 55% from their post‑pandemic peak, compared with a roughly 36% decline in the broader labor market, according to Glassdoor’s review of Indeed data. Entry‑level postings are down nearly 50% since early 2024, and by 2026 they are projected to be about half of 2025 levels. Glassdoor researchers suggest this pattern mirrors what happens when experienced adjusters use AI tools that automate tasks once performed by entry‑level hires.
How Insurers Are Using AI
Insurers are deploying AI to photograph and assess damage, sort claims, communicate with policyholders, and in some cases approve and pay claims with minimal human involvement. For consumers, the promise is shorter wait times. Lemonade, a leading AI adopter, reports its system handles the initial notice of loss without human help 96% of the time and can automate roughly 55% of claims from start to finish, with its fastest claim settled in three seconds.
State Farm announced a pilot of an AI‑powered virtual assistant for initial loss reporting, branding the effort a “Human + Digital” approach. Public adjusters—professionals who represent policyholders in disputes—are also beginning to use AI tools that analyze policies, compare insurer estimates, flag missing items, and organize claim documents.
Adjusters’ Concerns
Adjusters who work alongside AI say they spend considerable time correcting its mistakes. One reviewer noted spending “15–20 minutes per claim correcting AI‑generated mistakes,” while another called the technology “bottom of the barrel.” Experienced adjusters worry that AI lacks the thoroughness and foresight needed to spot edge cases. “An experienced professional would know when something deserves a closer look, even when every piece of the information looks reasonable,” said Alex Adekola, CEO of Ready Adjuster.
Lukas Esch, GTM leader at Strala, an AI‑native claims company, argues that AI can free adjusters from repetitive administrative work, allowing them to focus on complex investigations and policyholder communication. He adds, “Insurance is full of edge cases, and an experienced adjuster may recognize something important because they’ve encountered a similar situation dozens of times over a 20‑year career.”
Impact on Consumers
When AI gets a claim wrong, the consequences can ripple through premiums. Insurify’s data scientists project the national average cost of homeowners insurance will reach $3,057 per year by the end of 2026, and the average cost of full‑coverage auto insurance will be $2,242 per year.
For policyholders, the key question is not whether insurers will use AI—most will—but how to respond when an AI estimate seems inaccurate. Experts advise documenting damage with personal photos and video, keeping repair estimates, contractor reports, receipts, and all correspondence. Asking the insurer for an explanation of the AI calculation and requesting a human adjuster review can help ensure a fair outcome. If the issue remains unresolved, most state insurance departments provide a complaint process for consumers.
Balancing Technology and Human Judgment
The industry’s push toward automation reflects a broader trend of leveraging technology to improve efficiency and reduce costs. Yet the data underscores that experienced adjusters remain essential for handling complex, nuanced cases. As AI tools become more prevalent, insurers will need to strike a balance that preserves the value of human expertise while delivering the speed and convenience that modern consumers expect.
Original reporting: KTBS 3 (Shreveport) — read the source article.
