As insurers accelerate their AI adoption and people increasingly turn to general purpose Generative AI (Gen AI) tools to guide their insurance decisions, understanding how customers perceive and engage with these technologies is critical to building trust and ensuring responsible innovation.
Drawing on a survey of 6,000 customers across the world’s six largest insurance markets (China, France, Germany, Japan, the UK, and the US), this report provides unique insights into customers’ awareness of, experiences with, and attitudes toward Gen AI. Recommendations for effectively integrating Gen AI into the customer journey include adopting hybrid human-AI models, investing in robust data infrastructure, and investing in employee reskilling.
