Genpact Study Shows Insurance Customers Embrace AI When Value and Benefits Are Clearly Demonstrated
Genpact's new research reveals mixed sentiments about AI adoption in insurance, with 55% of US adults feeling neutral and 25% viewing it negatively. However, customer acceptance increases when AI delivers concrete benefits like faster claims processing and personalized services.
The study shows that 46% of customers support AI if it expedites claims, while 29% prefer insurers offering automated interactions. Younger generations (Millennials and Gen Z) show stronger preference for AI-enabled services compared to older generations, particularly in policy quotes (32% vs 12%) and claims processing (28% vs 9%).
Key findings highlight that only 50% of respondents trust insurers for accurate quotes, and 48% face challenges with claims. While 59% expect 24/7 support, just 10% are comfortable with AI chatbots alone, emphasizing the need for a balanced human-AI approach in insurance services.
La nuova ricerca di Genpact rivela sentimenti contrastanti riguardo all'adozione dell'IA nel settore assicurativo, con il 55% degli adulti statunitensi che si mostrano neutrali e il 25% che ha un'opinione negativa. Tuttavia, l'accettazione da parte dei clienti aumenta quando l'IA offre benefici concreti come una gestione più rapida dei sinistri e servizi personalizzati.
Lo studio evidenzia che il 46% dei clienti supporta l'IA se accelera la gestione dei sinistri, mentre il 29% preferisce assicuratori che offrono interazioni automatizzate. Le generazioni più giovani (Millennials e Gen Z) mostrano una preferenza più marcata per i servizi abilitati dall'IA rispetto alle generazioni più anziane, soprattutto nelle quotazioni delle polizze (32% contro 12%) e nella gestione dei sinistri (28% contro 9%).
I risultati chiave sottolineano che solo il 50% degli intervistati si fida degli assicuratori per quotazioni accurate e il 48% riscontra difficoltà nella gestione dei sinistri. Sebbene il 59% si aspetti un supporto disponibile 24/7, solo il 10% si sente a proprio agio con chatbot IA esclusivamente, evidenziando la necessità di un equilibrio tra intervento umano e IA nei servizi assicurativi.
La nueva investigación de Genpact revela sentimientos encontrados sobre la adopción de la IA en seguros, con un 55% de adultos en EE.UU. sintiéndose neutrales y un 25% viéndola negativamente. Sin embargo, la aceptación del cliente aumenta cuando la IA ofrece beneficios concretos como un procesamiento más rápido de reclamaciones y servicios personalizados.
El estudio muestra que el 46% de los clientes apoyan la IA si agiliza las reclamaciones, mientras que el 29% prefiere aseguradoras que ofrecen interacciones automatizadas. Las generaciones más jóvenes (Millennials y Gen Z) muestran una preferencia más fuerte por los servicios habilitados con IA en comparación con las generaciones mayores, especialmente en cotizaciones de pólizas (32% vs 12%) y procesamiento de reclamaciones (28% vs 9%).
Los hallazgos clave destacan que solo el 50% de los encuestados confía en las aseguradoras para cotizaciones precisas, y el 48% enfrenta dificultades con las reclamaciones. Aunque el 59% espera soporte 24/7, solo el 10% se siente cómodo con chatbots de IA únicamente, enfatizando la necesidad de un enfoque equilibrado entre humanos e IA en los servicios de seguros.
Genpact의 최신 연구는 보험 분야에서의 AI 도입에 대해 혼재된 감정을 보여줍니다. 미국 성인 중 55%는 중립적인 입장을 보이며 25%는 부정적으로 인식하고 있습니다. 그러나 AI가 더 빠른 청구 처리 및 개인 맞춤형 서비스와 같은 구체적인 이점을 제공할 때 고객의 수용도는 증가합니다.
연구 결과에 따르면 46%의 고객이 AI를 지지하며, 특히 청구 처리가 신속해질 경우 그렇습니다. 또한 29%는 자동화된 상호작용을 제공하는 보험사를 선호합니다. 밀레니얼 세대와 Z세대 등 젊은 세대는 특히 보험 견적(32% 대 12%)과 청구 처리(28% 대 9%)에서 AI 기반 서비스에 대한 선호도가 높습니다.
주요 결과는 응답자의 단 50%만이 보험사를 정확한 견적 제공자로 신뢰하며 48%는 청구 처리에 어려움을 겪고 있음을 보여줍니다. 59%는 24시간 지원을 기대하지만, 단 10%만이 AI 챗봇만으로는 편안함을 느껴 보험 서비스에서 인간과 AI의 균형 잡힌 접근이 필요함을 강조합니다.
La nouvelle étude de Genpact révèle des sentiments mitigés concernant l'adoption de l'IA dans l'assurance, avec 55 % des adultes américains se montrant neutres et 25 % ayant une perception négative. Cependant, l'acceptation des clients augmente lorsque l'IA apporte des avantages concrets tels qu'un traitement plus rapide des sinistres et des services personnalisés.
L'étude montre que 46 % des clients soutiennent l'IA si elle accélère le traitement des sinistres, tandis que 29 % préfèrent les assureurs proposant des interactions automatisées. Les générations plus jeunes (Millennials et Génération Z) manifestent une préférence plus marquée pour les services basés sur l'IA par rapport aux générations plus âgées, notamment pour les devis d'assurance (32 % contre 12 %) et le traitement des sinistres (28 % contre 9 %).
Les résultats clés soulignent que seulement 50 % des répondants font confiance aux assureurs pour des devis précis, et 48 % rencontrent des difficultés avec les sinistres. Bien que 59 % attendent un support disponible 24h/24 et 7j/7, seuls 10 % se sentent à l'aise avec des chatbots IA seuls, ce qui met en évidence la nécessité d'un équilibre entre intervention humaine et IA dans les services d'assurance.
Neue Forschungsergebnisse von Genpact zeigen gemischte Gefühle gegenüber der KI-Einführung in der Versicherungsbranche, wobei 55 % der US-Erwachsenen neutral eingestellt sind und 25 % eine negative Haltung haben. Die Akzeptanz bei Kunden steigt jedoch, wenn KI konkrete Vorteile wie schnellere Schadensabwicklung und personalisierte Dienstleistungen bietet.
Die Studie zeigt, dass 46 % der Kunden KI unterstützen, wenn sie die Schadensbearbeitung beschleunigt, während 29 % Versicherer bevorzugen, die automatisierte Interaktionen anbieten. Jüngere Generationen (Millennials und Gen Z) zeigen eine stärkere Präferenz für KI-gestützte Services im Vergleich zu älteren Generationen, insbesondere bei Policenangeboten (32 % vs. 12 %) und Schadensabwicklung (28 % vs. 9 %).
Wichtige Erkenntnisse heben hervor, dass nur 50 % der Befragten Versicherern bei der Genauigkeit von Angeboten vertrauen und 48 % Schwierigkeiten mit Schadensfällen haben. Während 59 % eine 24/7-Unterstützung erwarten, fühlen sich nur 10 % mit reinen KI-Chatbots wohl, was die Notwendigkeit eines ausgewogenen menschlich-KI-Ansatzes im Versicherungsservice unterstreicht.
- 55% of US adults are neutral about insurance AI adoption, showing room for growth and market penetration
- 46% of customers support AI if it speeds up claims process, indicating potential for operational cost reduction
- 29% more likely to choose insurers offering automated digital interactions
- Strong adoption potential among younger demographics (Millennials/Gen Z) for AI services
- Partnership opportunities in AI transformation for insurance companies through Genpact's expertise
- 25% of customers view AI negatively in insurance, indicating adoption resistance
- Only 50% trust insurers for accurate quotes, showing significant trust gap
- Low comfort level with AI-only solutions (only 10% comfortable with AI chatbots)
- 48% of customers report struggles with claims process, indicating service delivery challenges
- High customer demand for 24/7 live support (59%) requires significant operational investment
Insights
Genpact positions itself as AI transformation partner for insurers through research highlighting adoption barriers and opportunities.
Genpact's research on AI adoption in insurance reveals significant strategic insights that position the company in the growing AI implementation market. The study shows a
This research serves dual purposes: it provides valuable market intelligence while simultaneously positioning Genpact as a knowledgeable partner for insurers navigating digital transformation. The company has identified key implementation barriers that must be addressed - particularly the need to balance automation with human touchpoints, as only
The highlighted generational divide in AI acceptance (younger generations being significantly more receptive) provides Genpact with targeted implementation insights they can leverage when developing solutions for insurers. This demographic intelligence allows for more nuanced implementation strategies that address varying customer comfort levels.
By emphasizing that AI should augment rather than replace human interactions, Genpact demonstrates sophisticated understanding of successful AI integration patterns. The company has identified specific high-value application areas where AI can address existing pain points - with
This research positions Genpact as having both technological capabilities and deep vertical expertise in insurance, a combination that strengthens their market positioning as digital transformation accelerates in financial services.
Research reveals consumer AI hesitancy in insurance but provides roadmap for acceptance through tangible benefits and human-AI balance.
Genpact's insurance customer sentiment research provides critical insights for insurers navigating AI implementation challenges. The finding that most consumers (
The research identifies specific trust gaps in current insurance operations that AI could address. Only
Particularly revealing is the generational divide in AI acceptance. Millennials and Gen Z show substantially higher preference for AI-enabled services compared to Baby Boomers and Gen X across quote generation (
Perhaps most important is the clear guidance on implementation approach: while customers want efficiency, only
For insurers, this research provides a roadmap for successful AI implementation that addresses customer concerns while improving operational efficiency - blend automation with human expertise while clearly communicating the tangible benefits to customers.
Findings highlight strategies to drive AI adoption and reshape customer perceptions in insurance
The study reveals that a majority (
"As insurers embrace AI to enhance operations or customer experience, they must ensure that every interaction – whether human-led or AI-powered – meets or exceeds customer expectations," said Adil Ilyas, Global Business Leader for Insurance at Genpact. "This research highlights AI's potential to transform insurance, but also the need for insurers to close experience gaps and communicate transparently to build trust and loyalty."
From indifference to preference: the AI opportunity
The research highlights a complex landscape: while many insurance customers remain uncertain about AI, they are open to innovation when the benefits are clear. Among respondents,
This shift in sentiment is especially pronounced among younger generations. Millennials and Gen Z are more likely than Baby Boomers and Gen X to choose an insurer using AI to improve services, including policy quote generation (
Driving value with AI: speed, precision, and a human touch
As digital innovation continues to accelerate, policyholders increasingly expect seamless, personalized interactions. The research uncovers areas that are ripe for AI-driven transformation. Only
Still, customers aren't ready to forgo human connection. While
"The integration of AI in insurance is more than a technological shift – it's a revolution in customer experience," Ilyas added. "Insurers must align AI strategies with their business goals and customer expectations. Genpact helps insurers harness AI to achieve speed and precision while keeping the human touch central to every interaction."
Genpact is uniquely positioned to partner with insurers on their AI journeys, offering a blend of deep industry expertise, operational excellence, and advanced technology capabilities. By enabling insurers to unlock the full potential of AI, Genpact drives transformative outcomes and positions its clients for sustained success in a competitive landscape.
See more about Genpact's work across the insurance industry.
Survey Methodology
This online survey was commissioned by Genpact and conducted by Dynata, a global market research firm, in December 2024. It surveyed 1,000 US adults aged 25 and older to assess perceptions of AI adoption in the insurance industry.
About Genpact
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today.
Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
MEDIA CONTACT:
Geraldine Lim
Genpact Media Relations
+1-951-318-3494
geraldine.lim@genpact.com
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SOURCE Genpact
FAQ
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