You Know Who Really Hates AI? Insurance Claims Adjusters
wired ·
A Glassdoor analysis found that 98 percent of insurance claims adjusters' reviews mentioning AI are negative, making them the most vocal AI critics in the U.S. workforce. Adjusters complain that AI-obsessed leadership forces error-prone tools on them, leading to misclassified claims, hallucinations, and additional cleanup work. One adjuster quit after AI mistakes caused clients to direct anger at him, while another described widespread 'AI fatigue.' Employment data shows claims adjuster jobs fell 21 percent between May 2025 and May 2026, with entry-level postings down 50 percent, and the BLS previously projected a 5 percent decline due to technology. Insurers like Lemonade now use AI to handle most initial claims and many payouts, while more traditional firms emphasize a mix of human and digital expertise. Some adjusters use AI for routine tasks but distrust its output, noting that errors in documents or medical summaries can lead to incorrect payments. They argue AI should serve as a tool, not replace human judgment, especially when empathizing with policyholders after losses.
wired