A recent survey has highlighted a significant dissatisfaction among Americans regarding the process of obtaining insurance, which many describe as overwhelming and frustrating. The study, conducted by Talker Research and commissioned by UserTesting, surveyed 2,000 adults and found that 58% would prefer to endure various inconveniences, such as traffic jams, rather than navigate the complexities of insurance policies and enrollment.
When asked about alternatives they would tolerate over dealing with insurance, respondents indicated a willingness to revisit their childhood by living with their parents (22%), attend a concert of an artist they dislike (22%), or even listen to a single song on repeat for an entire year (14%).
The survey also explored attitudes toward the evolving digital landscape of insurance enrollment. Although 65% of participants expressed confidence in understanding their insurance coverage, 36% indicated they are turning to artificial intelligence (AI) for assistance in deciphering complicated insurance information. Despite this reliance on technology, a substantial majority—86%—prefer receiving insurance advice from human advisors rather than AI.
Nevertheless, many respondents acknowledged that AI could serve beneficial functions, with 33% believing it could help compare insurance plans and 25% suggesting it could simplify complex coverage terms.
Interestingly, a divide emerged in comfort levels when sharing personal information. One-third of respondents felt more at ease providing their information to AI rather than humans, citing privacy protection (43%) and the absence of judgment (35%) as primary reasons. However, skepticism regarding AI remains prevalent, as 38% reported discomfort in sharing personal details with AI, largely due to mistrust (56%) and concerns over unauthorized data sharing (44%).
Additional worries included the perceived lack of personal connection with AI (40%) and uncertainties about the accuracy of AI-generated recommendations (36%). Despite these apprehensions, 38% of respondents expressed openness to utilizing AI for insurance advice in the future.
“Consumers are increasingly embracing AI to demystify insurance policies,” stated Bee Nookala, Principal Marketing Manager of Insurance Solutions at UserTesting. “Many trust AI to offer more privacy and unbiased advice than a human agent. It’s clear that AI is poised to play a crucial role in transforming the future of insurance, but it’s equally important that companies balance this with the human touch customers still crave.”
The study also examined which types of insurance respondents felt most informed about, with 78% indicating health insurance, followed by auto insurance (75%), dental insurance (65%), home insurance (61%), and pet insurance (39%). When it comes to selecting insurance, the cost of coverage emerged as the top priority for 69% of participants, surpassing considerations such as potential coverage (61%), customer service (36%), and the ease of understanding their policies (34%).
Despite these priorities, many consumers still face challenges when dealing with insurance providers. Issues highlighted included unclear coverage details (27%), unnoticed premium increases (24%), complicated claims processes (20%), poor customer service (19%), and difficulties navigating online platforms (14%).
“In today’s economy, the cost of coverage is the top priority for consumers, but it’s clear that customer service and ease of understanding are areas where insurers can make the biggest impact,” Nookala concluded. “Simplifying the process and enhancing digital experiences could be the key to winning consumer trust.”
