Hi Marley published a study on insurer and policyholder views of AI. Eighty-five percent of insurers expect AI to strengthen customer trust. Only 40% of policyholders agree. Sixty-five percent of insurers plan to increase AI investment. Half of policyholders trust insurers to use AI responsibly. Two-thirds of policyholders fear losing human access. Trust in AI drops to 45% for claim filing. Ninety percent want to know when they are interacting with AI. Ninety-one percent of those who used AI channels were satisfied. Insurers say AI should support but not make decisions. Industry leaders warn AI may stop being a differentiator once universal. The report advises starting AI in low-risk interactions first.

• 85% of insurers expect AI to strengthen trust
• 40% of policyholders agree
• 65% of insurers plan to increase AI investment
• 50% of policyholders confident in responsible AI use