Insurance claims adjusters have emerged as one of the most AI-skeptical professional groups, according to a WIRED analysis of workplace reviews. Of the Glassdoor reviews from claims adjusters that mentioned artificial intelligence, a staggering 98 percent expressed negative sentiments about the technology, WIRED reports.
The overwhelming negativity reflects deep concerns among adjusters about AI’s role in their profession. “AI is just a tool,” one claims adjuster told WIRED. “It should never be given the keys.” The statement captures a sentiment that appears widespread among professionals who work directly with insurance claims and customer interactions.
The findings highlight a significant disconnect between the insurance industry’s embrace of AI technologies and the workers tasked with implementing them in daily operations. While many industries face worker concerns about automation and AI integration, the near-unanimous negativity among claims adjusters who chose to mention AI in their reviews stands out as particularly striking. The data suggests that claims adjusters, who traditionally serve as critical decision-makers in determining insurance payouts and assessing damages, view AI as a problematic addition to their workflow rather than a helpful tool.