Glassdoor data shows insurance claims adjusters strongly dislike AI

In short: Many insurance claims adjusters are complaining that AI tools make their work harder, and Glassdoor data shows those complaints are overwhelmingly negative.

What's going on

Glassdoor, a job review site, found that insurance claims adjusters are the most negative about AI in their reviews. When adjusters mentioned AI, 98 percent of those posts were critical.

The complaints often focus on AI being pushed into daily work even when it makes mistakes. One adjuster told WIRED that “AI is just a tool” and “it should never be given the keys,” meaning it should assist people, not run the process.

A former claims worker, Ahmad Jackson, described what happened after his employer used AI for “initial loss reporting,” which is the first step when someone reports damage or an accident. The system was meant to sort simple cases quickly and send harder cases to people. Jackson said it often misclassified claims, forcing staff to reroute them, and it sometimes produced made-up details in summaries, like a student guessing answers on a test (often called an AI “hallucination”). He said the errors led to angry calls from customers and lawyers, and he later left the company.

Job worries are also part of the backdrop. US government job data cited technology as a factor in a projected decline in claims adjuster roles, and Glassdoor reported a steep drop in entry-level postings since 2025.

What to watch

Insurers are likely to keep expanding AI to handle more steps, like photo-based damage estimates or chatbot claim filing. The key question is whether companies keep humans clearly responsible for decisions, and whether customers are told when AI is involved, especially when mistakes affect payouts.

Source: Wired