The generational analysis shows a decline in positive sentiment toward AI across most age groups, except Gen Z, which remained steady. Millennials experienced the most significant drop in positive sentiment. The report emphasizes the need for insurers to address concerns about AI's transparency, reliability, and value. Insurity's Chief Revenue and Chief Insurance Officer, Sylvester Mathis, stresses the importance of educating consumers, demonstrating fairness, and showcasing success stories to build trust and engagement. The survey, conducted in January 2025, involved over 1,000 adult participants across the United States.
Key takeaways:
- Consumer confidence in AI for P&C insurance is declining, with only 20% of Americans supporting its use, down from 29% in 2024.
- Skepticism about AI-driven processes has increased, with 44% of consumers less likely to purchase a policy from an insurer that uses AI.
- Positive experiences with AI have decreased, with only 47% of consumers reporting positive interactions in 2025 compared to 63% in 2024.
- Generational data shows a decline in positive sentiment toward AI across most generations, with Millennials experiencing the most significant drop from 41% to 26%.