Insurance Claims Adjusters Lead U.S. Backlash Against AI

Insurers are increasingly deploying artificial intelligence to review documents, assess losses and recommend claim outcomes, aiming to cut processing times and operating costs. Claims adjusters, however, remain accountable for decisions presented to policyholders. When automated systems misclassify cases or generate fabricated information, frontline staff must correct the errors and handle customer frustration, turning a tool intended to improve efficiency into an additional source of workload and workplace strain.

A recent Glassdoor study found that 98% of insurance claims adjusters who mentioned AI in workplace reviews described it negatively, the highest share among U.S. occupations. Workers cited the burden of fixing faulty AI decisions and hallucinations while also confronting shrinking job openings and mounting layoff pressure as automation spreads. The findings highlight a widening gap between employers’ productivity claims and the day-to-day experience of staff tasked with managing the technology’s failures.