AI's Impact on Insurance: Balancing Efficiency with Customer Trust

Article

Is Insurance AI a Double-Edged Sword That Threatens Customer Trust?

The insurance industry is increasingly leveraging artificial intelligence (AI) to enhance operational efficiency and detect fraud. However, this reliance on AI introduces challenges, including the risk of dehumanizing customer interactions and escalating the arms race against tech-savvy fraudsters. Striking a balance between technological advancement and maintaining customer trust is crucial for sustainable growth.

Apr 18, 2025

Thea Holland, Conference Producer, Center for Financial Professionals

Tags: Insurance AI and Technology (including Fintech)

Is Insurance AI a Double-Edged Sword That Threatens Customer Trust?

The views and opinions expressed in this content are those of the thought leader as an individual and are not attributed to CeFPro or any other organization

Insurers are adopting AI to improve efficiency and fraud detection.
Over-reliance on AI may lead to impersonal customer service and ethical concerns.
Fraudsters are using advanced technologies, complicating fraud prevention efforts.
Integrating AI requires balancing automation with human oversight to maintain trust.