Press Release
SAN FRANCISCO, Calif. – September 30, 2024 – UserTesting, a SaaS leader in experience research and insights, today released findings from a global survey on consumer experiences with insurance and artificial intelligence (AI). Conducted by Talker Research, the study surveyed 4,000 adults across the U.S., U.K., and Australia to explore the pain points in insurance enrollment and how AI could potentially ease those challenges.
The survey revealed that while 88% of respondents prefer human assistance for insurance advice, interest in AI is rising as people look for simpler solutions. Among total respondents, 56% would rather deal with common life annoyances—like sitting in traffic (10%), living with their parents again (19%), or attending a concert of an artist they don’t like (24%)—than go through the complexity of insurance enrollment. This suggests a growing desire for more streamlined, hassle-free insurance processes.
Persistent Perceptions of Insurance: Opportunities for AI and Technology
Consumers across the U.S., U.K., and Australia continue to view insurance as complex and challenging, yet there are opportunities for growth through technology. Key insights from the survey include:
AI: The Future of Insurance Support
Despite current preferences for human advisors, AI is seen as a promising tool for simplifying insurance decisions. Today, 36% of U.S. and U.K. respondents and 25% of Australians find AI helpful for understanding complex insurance information. Looking forward, 45% of Australians believe AI can assist with comparing insurance plans, with similar trends in the U.K. (39%) and U.S. (33%).
“Consumers want easy and transparent insurance processes,” said Bee Nookala, Principal Marketing Manager, Insurance Solutions at UserTesting. “While human advisors remain critical, AI offers insurers a way to help customers navigate complex policies more efficiently, provided human support is always an option when needed.”
This survey complements findings from UserTesting’s previous studies on AI in industries such as healthcare and retail, highlighting a growing trend of AI adoption across sectors.
Survey methodology:
This random double-opt-in survey of 2,000 general population of Americans, 1,000 general population from the United Kingdom, and 1,000 general population of Australians, who purchase and have insurance policies, was commissioned by UserTesting between August 29 and September 3, 2024. All respondents were adults. It was conducted by market research company Talker Research, whose team members are members of the Market Research Society (MRS) and the European Society for Opinion and Marketing Research (ESOMAR).
Click the link to access the full UserTesting Insurance and AI Report.
UserTesting Technologies, Inc.
Susie Penner
press@usertesting.com
UserTesting is fundamentally changing the way digital products and experiences are built and delivered by helping organizations get insights from customers–from concept to execution. Built on top of a world-class, on-demand sourcing