{
  "id": 4851145,
  "title": "Claims adjusters say AI is making the insurance process harder, not easier",
  "url": "https://urgent.news/2026/09/01/claims-adjusters-say-ai-is-making-the-insurance-process-harder-not",
  "topic": "ai",
  "section": "AI",
  "published": "2026-09-01T11:15:00.000Z",
  "source": {
    "name": "TechSpot",
    "slug": "techspot",
    "url": "https://www.techspot.com/news/113688-claims-adjusters-ai-making-insurance-process-harder-not.html"
  },
  "original_language": "en",
  "account": "Claims adjusters are expressing concerns that artificial intelligence is complicating rather than streamlining the insurance claims process. While AI tools aim to speed up intake, document sorting, and handle simple cases, many adjusters claim the systems are generating errors that workers must then rectify. A Glassdoor analysis revealed that 98% of claims-adjuster reviews mentioning AI were negative – the highest rate of criticism among the occupations reviewed. Claims adjusters often complain that company leaders are pushing AI tools that are not functioning well and are making it harder to serve policyholders. One adjuster, Ahmad Jackson, witnessed this issue firsthand when the company he worked for began using AI for initial loss reporting. The AI system often misclassified claims, forcing adjusters to transfer them to the correct department and deal with faulty claim summaries. AI is making mistakes, Jackson told Wired, and it's putting more work onto the adjusters. He left the company and joined another carrier, but he still believes AI should be used for basic administrative tasks, like extending rental-car reservations, but not for work that requires judgment or detailed knowledge. Insurance companies are expanding their use of AI across claims operations, from chatbots handling initial claims to software reviewing photos of damaged homes and vehicles to estimate repair costs. Lemonade, an insurer that uses automation, claims its AI chatbot Jim handled initial reports 96% of the time and processed about 55% of all claims. However, Paul Staats, a Lemonade spokesperson, acknowledges that AI can affect jobs in insurance and elsewhere, and that automation can allow employees to focus on the most complex claims. The rollout of AI in insurance comes as claims-adjuster jobs are already under pressure, with the Bureau of Labor Statistics projecting a 5% decline in the number of claims adjusters in the United States over the next decade. Glassdoor also found that entry-level job postings for claims adjusters have fallen 50% since 2025. Glassdoor's senior economist, Chris Martin, attributes the criticism of AI in insurance to workers' concerns about job losses and the belief that companies are forcing unreliable technology onto workers and customers. Sandy Avina, a former claims adjuster and insurance consultant, warns that AI can make costly mistakes when it reads incomplete or poor-quality documents, potentially resulting in inaccurate payouts. Claims adjusters are frustrated with the steady introduction of new AI systems, describing it as \"AI fatigue.\" They believe AI should be used as a tool, not to make final decisions on its own, especially in critical situations like when policyholders are going through a crisis.",
  "summary": "A Glassdoor analysis found that 98% of claims-adjuster reviews mentioning AI were negative – the highest rate of criticism among the occupations reviewed. Workers often complained that company leaders were pushing AI tools that did not work well and were making it harder to serve policyholders. Read Entire Article",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}