You Know Who Really Hates AI? Insurance Claims Adjusters

Quick take

Insurance claims adjusters are among the most resistant workers to AI adoption. According to Glassdoor reviews analyzed by WIRED, 98 percent of comments from adjusters mentioning AI are negative. Many feel AI tools are oversold and poorly tailored to the complex, context-heavy work adjusters do. One review summed it up well: “AI is just a tool. It should never be given the keys.”

Why it matters

This resistance exposes a key limitation in AI’s rush into insurance claims. Adjusters handle nuanced judgments that AI struggles to replicate—such as assessing damages, fraud signs, and customer circumstances. When AI attempts to automate or speed up these tasks, it risks undercutting quality and trust. That fuels pushback from adjusters who see AI as a threat to their expertise and workflow. For insurers, forcing AI adoption could slow claims processing rather than accelerate it or cause costly errors. This experience puts a spotlight on the need to design AI tools that genuinely support adjusters instead of replacing critical human judgment.

AI Quick Briefs Editorial Desk