# Why Insurance Claims Adjusters Are Among the Biggest Haters of Artificial Intelligence

> Recent research from Glassdoor reveals that insurance claims adjusters are overwhelmingly critical of artificial intelligence, with 98 percent of their reviews being negative.

**Type:** article · **Category:** AI · **Published:** 2026-08-31 · **Source:** TrendKia
**Canonical:** https://trendkia.com/en/ai/why-insurance-claims-adjusters-are-among-the-biggest-haters-of-artificial-intelligence-25178 · **Language:** English
**Tags:** insurance claims adjusters, artificial intelligence, Glassdoor research, Bureau of Labor Statistics, Lemonade insurance, State Farm, insurance industry, tech layoffs

User reviews and feedback platforms are reflecting a deep wave of frustration from workers within the insurance sector. One representative review states that pushing artificial intelligence to the point of asking humans not to use their thoughts and brains is a major turn-off. Another review simply demands an end to forcing the technology onto everyone, while a third blunt comment declares that the artificial intelligence applications used by a specific company are entirely trash.

These reviews do not originate from journalists or educators, but rather from insurance claims adjusters. In fact, recent research conducted by Glassdoor found that claims adjusters who mention artificial intelligence in their posts are critical a staggering 98 percent of the time, earning them the title of the biggest artificial intelligence detractors in the American workforce. Typically, insurance adjusters voice complaints about leadership obsessed with the technology, forcing error-prone systems onto both employees and their clients. Adjusters explain that when the technology falls short in this line of work, they are left to clean up the resulting human mess.

Consider the experience of Ahmad Jackson. Approximately a year ago, he was employed within the claims department of a major insurance company. His employer made the decision to implement artificial intelligence for initial loss reporting, a process involving the setup of claims and the gathering of information when an incident is first reported. This was intended to benefit both employees and policyholders by streamlining straightforward claims while routing more complex situations to human staff. Instead, Jackson recounts that he and his colleagues suddenly faced an influx of misclassified claims that necessitated redirection to the proper departments.

He encountered artificial intelligence-driven hallucinations while reviewing claims summaries, and when he inadvertently passed those errors along to claimants or their attorneys, he absorbed the full force of their anger. He resigned from the company shortly thereafter, transitioning to a different insurance carrier. Jackson notes that the technology is getting things wrong and creating additional labor for the adjusters. Geoffrey Conrad, a claims executive based in Mobile, Alabama, describes a prevailing sense of fatigue, noting widespread exhaustion regarding the sheer volume of technology being pushed upon them.

Chris Martin, a senior economist at Glassdoor, did not anticipate such an intense level of animosity toward the technology from claims adjusters. Upon reviewing the data, he performed a double-take and initiated a deeper investigation, ultimately concluding that the entire profession is undergoing a significant reckoning. In the year 2024, the Bureau of Labor Statistics reported expectations that the number of claims adjusters in the United States would decline by 18,900, representing a 5 percent drop over the decade. Data from the bureau further indicated that employment within the sector plummeted by a staggering 21 percent between May 2025 and May 2026.

For early-career professionals, the contraction was even more severe, with entry-level job postings dropping by 50 percent since 2025 according to Glassdoor figures. The Bureau of Labor Statistics pointed to technological advancements as a primary driver behind this downward trend. Over recent years, artificial intelligence startups like Liberate and Pace have secured millions in funding based on pledges to reinvent the insurance industry, while established carriers have expanded automated claim handling. In practical terms, this operational shift can manifest as interacting with a chatbot rather than a human representative to file a claim.

Instead of deploying personnel to inspect property damage, automated tools might analyze visual media to generate payout estimates. Extensive medical records containing hundreds of pages can be condensed by automated systems to extract critical details. Alternatively, an insurer's digital tool might process uploaded policyholder documentation, photographs, videos, and receipts to issue a payout within seconds. This represents the core objective of Lemonade, an insurance company that has promised to replace bureaucratic processes with bots and machine learning since its founding in 2015.

By the close of last year, its proprietary chatbot, AI Jim, managed initial reports in 96 percent of instances, with automation handling roughly 55 percent of all claims overall. While more traditional carriers such as State Farm emphasize that claims processing requires a combination of human and digital expertise, some adjusters remain apprehensive that they are actively training their own replacements. Paul Staats, a spokesperson for Lemonade, acknowledges that the technology will impact numerous occupations and threaten incumbent roles within insurance and the broader economy, while asserting that automation frees employees to focus their empathy, care, and expertise on the most complex claims. Staats adds that the findings from Glassdoor should be taken seriously across the entire industry.

Martin emphasizes that the lack of favorable job prospects leaves workers feeling anxious about impending layoffs, a sentiment reflected in increasingly negative online reviews. He notes that reviewers also display skepticism when substandard products are forced upon them or their clients. Conrad, the Alabama claims adjuster, reiterates the feeling among professionals that they are being phased out by automated models, stressing that the technology is merely a tool and should never be granted ultimate control. While acknowledging that certain administrative tasks benefit from automation, such as minor calls to extend a rental car booking for a few days, adjusters remain deeply skeptical.

Justin Tomczak, a representative for State Farm, states that the corporate goal is to equip agents and employees with superior tools to dedicate more time to customer assistance. Nevertheless, industry veterans like Sandy Avina, a former adjuster turned consultant, point out a general lack of faith in system outputs. A minor visual imperfection in an attorney's document or a missed data point in a medical summary can trigger hallucinations and incorrect payouts, leaving customers unaware that a digital system caused the error while directing their frustration at the human adjuster.

Conrad acknowledges that the public often perceives claims adjusters with skepticism, but maintains that an effective adjuster combines empathy with relentless advocacy to secure maximum compensation for the policyholder. Drawing from personal experience, he recalls his home burning down in a total loss prior to his entry into the industry, noting that relying solely on photographs and automated estimates would have devastated him during a moment when he primarily needed reassurance regarding his family's safety and well-being. He concludes that while technology has its uses, substituting it entirely for human presence represents a dangerous strategy.

## What this means for you
The widespread dissatisfaction among insurance claims adjusters regarding artificial intelligence and the concurrent contraction of sector employment carry direct practical consequences for policyholders and job seekers.

- **Across India:** The rapid adoption of digital tools and automated customer service systems by financial institutions means everyday consumers frequently interact with chatbots instead of humans. This shift can lead to unresolved claim errors and miscommunications, requiring customers to navigate rigid automated pathways rather than receiving direct human support.
- **In the United States:** Employment within the claims sector dropped by a staggering 21 percent between May 2025 and May 2026, while entry-level job postings fell by 50 percent since 2025. New entrants and early-career professionals face significantly constrained job prospects and heightened competition for remaining positions.
- **For Policyholders:** Relying on automated document scanning and algorithmic payouts increases the risk of undetected errors, such as misread medical summaries or flawed damage estimates. Consumers must scrutinize automated claim decisions closely to ensure that system hallucinations or missed data points do not result in incorrect payout amounts.
- **For Workforce Stability:** Remaining claims adjusters face increased workloads as they are forced to manually correct misclassified claims and rectify automated hallucinations. The pervasive deployment of these tools generates widespread burnout and heightened anxiety regarding career security.

## Questions & Answers

### 1. What did Glassdoor's research reveal about insurance claims adjusters?
Glassdoor found that claims adjusters who mention artificial intelligence in their online posts are critical a staggering 98 percent of the time.

### 2. Why are insurance claims adjusters frustrated with artificial intelligence?
Adjusters complain that leadership forces error-prone technology on them, resulting in misclassified claims, system hallucinations, and extra cleanup work for human staff.

### 3. By how much did employment for claims adjusters drop according to the Bureau of Labor Statistics?
Employment in the sector dropped by 21 percent between May 2025 and May 2026.

### 4. What technology does the insurance company Lemonade use to process claims?
Lemonade utilizes its proprietary chatbot, AI Jim, and automation to handle initial reports and a majority of all claims.

### 5. Why did Ahmad Jackson leave his job in the insurance claims department?
Jackson quit because the automated loss reporting system generated frequent classification errors and hallucinations that transferred customer fury onto him.

### 6. How does Geoffrey Conrad's personal background influence his view on automated claims?
Having experienced a total house fire in his past, Conrad insists that people facing disaster need human empathy and reassurance rather than automated photo estimates.

### 7. How have entry-level job opportunities been affected in this sector?
Entry-level job postings have fallen by 50 percent since 2025 according to data compiled by Glassdoor.

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