You Know Who Really Hates AI? Insurance Claims Adjusters
Of the Glassdoor reviews from claims adjusters that mentioned AI, a staggering 98 percent were negative. “AI is just a tool,” one person tells WIRED. “It should never be given the keys.”
Insurance claims adjusters are among the most vocal critics of artificial intelligence in the workforce, according to recent research from Glassdoor. The study found that claims adjusters who mention AI in their posts are overwhelmingly critical of the technology, with 98 percent of their reviews expressing dissatisfaction. Adjusters argue that AI-obsessed leaders are forcing error-prone AI tools onto them and their clients, resulting in a flood of misclassified claims that require human intervention to resolve.
Ahmad Jackson, a former claims adjuster, recounted his experience with AI-driven hallucinations that led to incorrect payouts and customer anger. The widespread use of AI in insurance could lead to significant job losses, with the Bureau of Labor Statistics projecting a 5 percent decline in claims adjusters' employment over the next decade.
Several AI startups have been founded on the premise of revolutionizing the insurance industry by using AI tools, and traditional insurers like State Farm are also increasing their reliance on AI to streamline operations. While some adjusters acknowledge that AI can be helpful for certain tasks, many express skepticism about the reliability of AI's output and worry about potential job displacement.
Claims adjusters feel that AI should not be given too much authority, and they believe that their role as empathetic professionals will remain essential.
Written by urgent.news from Wired's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
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