Who Truly Dislikes AI? Insurance Claims Adjusters Do!

On the job review platform Glassdoor, one group expresses stronger disdain for artificial intelligence 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,” one representative review states. “Stop forcing AI onto everyone,” another review echoes. Additionally, one user mentions, “The AI apps this company uses are all trash.” These reviews do not come from journalists or educators, but from insurance claims adjusters. Recent research from Glassdoor reveals that claims adjusters mentioning AI in their posts are critical a striking 98 percent of the time, earning them the title of the largest AI detractors in the American workforce.

Insurance adjusters typically voice concerns about “AI-obsessed leaders imposing error-prone AI” on them and their clients, the research notes. When AI falters in their role, adjusters say, they are left to resolve a distinctly human mess. Take Ahmad Jackson, for instance. About a year ago, he was part of the claims department at a prominent insurance firm. His employer opted to implement AI for initial loss reporting, which is meant to handle claims setup and information gathering when an incident is first reported. The intention was to benefit employees and policyholders by streamlining straightforward claims while passing off more complex cases to actual staff.

Instead, Jackson reports that he and his colleagues faced an unexpected surge of misclassified claims that needed to be redirected to the appropriate department. He experienced AI-generated inaccuracies while reviewing claims summaries; when he inadvertently communicated those errors to claimants or their attorneys, he bore the backlash. He left the company soon after, moving to a different insurance provider. “AI is getting things wrong,” Jackson shares with WIRED. “And it’s adding more work onto the adjusters.”

“There’s an AI fatigue,” notes Geoffrey Conrad, a claims executive in Mobile, Alabama. “We’re pretty much exhausted as far as the amount of AI being shoved down our throats.” Glassdoor senior economist Chris Martin was surprised to discover just how much claims adjusters disliked AI. Upon reviewing the findings, he tells WIRED, he did a double take before beginning further investigation. His conclusion: The profession is undergoing significant upheaval.

In 2024, the Bureau of Labor Statistics projected that the number of claims adjusters in the United States would decrease by 18,900, or 5 percent, over the next decade. From May 2025 to May 2026, employment in this field dropped an astonishing 21 percent, according to BLS data. For those starting their careers, the downturn was even more pronounced: Entry-level job listings have plummeted by 50 percent since 2025, as reported by Glassdoor.

The BLS identified technology as a major factor in this decline. Over recent years, AI startups like Liberate and Pace have garnered significant funding with promises to “reinvent” the insurance industry, while insurers increased reliance on AI to manage more claims.

In practice, this might mean interacting with a chatbot rather than a human to file a claim. Instead of sending people to assess a damaged property, AI solutions could analyze images or videos to estimate payouts. Hundreds of pages of medical records might be condensed by AI to highlight essential information. Alternatively, an insurer’s AI tool could evaluate a policyholder’s provided materials—photos, videos, documents, receipts—and process a payout in mere seconds.

That’s the ambition of Lemonade. Since its inception in 2015, the insurance company has pledged to replace bureaucratic processes with “bots and machine learning.” By the end of the previous year, its proprietary chatbot, AI Jim, managed initial reports 96 percent of the time, with automation handling about 55 percent of all claims. While traditional insurance companies like State Farm emphasize the need for a blend of human input and digital technology, some claims adjusters still fear they are training their replacements.