You Know Who Really Hates AI? Insurance Claims

What happened

On the job review platform Glassdoor, one faction hates artificial intelligence more than any other. “Pushing AI to the point that you are asking humans not to use their thoughts and brains is such a turn off,” reads one representative review. “Stop forcing AI onto everyone,” reads another. ” The reviews in question all come not from journalists or teachers, but from insurance claims adjusters.

In fact, recent research from Glassdoor found that claims adjusters who mention AI in their posts are critical a whopping 98 percent of the time—enough to win them the mantle of the biggest AI haters in the American workforce. Typically, insurance adjusters complain about “AI-obsessed leaders forcing error-prone AI on them and their clients,” according to the research.

When AI falls short in this job, adjusters say, they have to clean up a very human mess. Take Ahmad Jackson. About a year ago, he was working in the claims department for a major insurance company. His employer decided to use AI for initial loss reporting, which involves setting up claims and gathering information when someone first discloses an incident.

It was supposed to be a boon for employees and policyholders alike, streamlining simple claims while transferring more complex situations to actual people. Instead, Jackson says, he and other adjusters faced a sudden influx of misclassified claims that required rerouting to the correct department. He encountered AI-driven hallucinations while reading claims summaries; when he inadvertently relayed those errors to claimants or their attorneys, he bore the brunt of their fury.

He quit the company not long after, switching to a different insurance carrier. AI is “getting things wrong,” Jackson tells WIRED. ” “There's an AI fatigue,” says Geoffrey Conrad, a claims executive in Mobile, Alabama. ” Glassdoor senior economist Chris Martin didn’t expect claims adjusters to hate AI quite this much. When he saw the results, he tells WIRED, he did a double take—then started digging.

Martin’s conclusion: The profession is in the midst of a reckoning. In 2024, the Bureau of Labor Statistics reported that it expected the number of claims adjusters in the United States to fall by 18,900, or 5 percent, in the coming decade. Between May 2025 and May 2026, employment in the sector dropped a staggering 21 percent, according to BLS data.

For early-career adjusters, the decline was even sharper: Entry-level postings have fallen 50 percent since 2025, according to Glassdoor. The BLS cited technology as a major force behind the decline. In the last few years, AI startups like Liberate and Pace have raised millions of dollars based on promises to “reinvent” insurance, while insurers have scaled their use of AI to handle more and more claims.

Or an insurer’s AI tool could process a policyholder’s uploaded information—photos, videos, documentation, receipts—then send a payout, all within seconds. That’s the goal of Lemonade. ” By the end of last year, its proprietary chatbot, AI Jim, handled initial reports 96 percent of the time, with automation handling roughly 55 percent of all claims.

While more traditional insurance companies like State Farm emphasize that claims require a mix of human and digital expertise, some claim adjusters still worry they’re training their replacements. ” Glassdoor’s report “should be taken seriously across the industry,” Staats adds. “There's no jobs, there's no good job prospects,” Martin says. When workers sense layoffs looming, Glassdoor data indicates that their reviews become increasingly anti-AI.

Martin says that reviewers also express skepticism about AI when they feel a subpar product is being forced upon them—or upon clients. Conrad, the Alabama claims adjuster, says people in his profession do feel like they’re being replaced by AI models. “AI is just a tool,” he says. ” There are instances where AI can make claims adjusters’ lives easier; Jackson says it’s helpful for administrative tasks.

Why it matters

In practice, this could look like talking to a chatbot instead of a person to file a claim. Instead of sending people to inspect a damaged home, AI tools might analyze photos or videos to provide estimates for payouts. Hundreds of pages of medical records could be summarized by AI to pull out crucial details.

What to watch

He uses it for what he considers “nuisance calls,” like extending someone’s rental car booking by a few days. Justin Tomczak, a representative for State Farm, tells WIRED that the company aims to “give State Farm agents and employees better tools so they can spend more time doing what matters most: helping customers.

But claims adjusters don’t have “a lot of faith in the output,” says Sandy Avina, a claims adjuster turned insurance industry consultant. A smudge in a document from an attorney can result in a hallucination, which leads to an incorrect payout.