A recent global survey by UserTesting reveals that while 88% of adults still prefer human assistance for insurance advice, interest in AI is growing. The survey covered 4,000 adults across the US, UK, and Australia, highlighting widespread frustration with insurance enrollment and the potential for AI to ease the process. Notably, 10% of respondents said they would rather sit in traffic than handle insurance enrollment, with 37% open to AI-powered advice in the future.
The survey sheds light on persistent challenges consumers face in understanding insurance. Many would prefer dealing with life annoyances—such as attending a concert of an artist they dislike (24%) or living with their parents again (19%)—over navigating insurance complexities. Confidence in insurance coverage is high across countries, but selecting the right provider remains a struggle, with 65% of Americans, 68% of Brits, and 60% of Australians finding it difficult.
Bee Nookala, Principal Marketing Manager, Insurance Solutions at UserTesting, said: “Consumers want easy and transparent insurance processes. While human advisors remain critical, AI offers insurers a way to help customers navigate complex policies more efficiently, provided human support is always an option when needed.”
AI is emerging as a promising tool for simplifying the insurance experience. Currently, 36% of respondents in the US and UK and 25% in Australia find AI useful for understanding complex insurance details. Looking ahead, 45% of Australians believe AI can help compare plans, with similar optimism in the UK (39%) and the US. (33%).
Despite this, consumers still encounter issues like unclear coverage details, unnoticed premium increases, and complicated claims processes. The survey suggests that while human advisors remain vital, AI could complement insurance support, provided human assistance is always available when needed.