Guidewire-Customer Suspicion of Insurers Using AI Softens
GWRE
Published on 05/15/2025 at 04:45
UK insurance customers feel more comfortable with insurers using AI as familiarity with advanced technology increases.
Insurance customers are growing increasingly comfortable with the use of AI in the sector, paving the way for insurers to further enhance products, customer experiences and operations, according to new research* from Guidewire (NYSE: GWRE) today.
The 2025 Guidewire European Insurance Consumer Survey shows that the daily use of AI among UK insurance customers has grown by 5 percent to 10 percent, while those using AI tools once to a few times a week has also climbed by 10 percent since 2024 to 16 percent.
UK customers familiar with AI are increasingly comfortable with the technology making insurance decisions without human intervention, with the total rising from 21 percent to 34 percent this year.
The survey also revealed that in the UK:
More than half (55 percent**) of insurance customers have used AI at least once - a figure that has decreased by 15 percent since last year.
Just over one in three (34 percent) said nothing would give them confidence in insurers using AI.
Just 9 percent are confident in how AI is used by insurers today.
More than a third (34 percent) of customers expect that insurers using AI for customer interactions will also allow them to refer to a human operator if they disagree with the AI agent.
More than one in four (26 percent) said that independent regulation of AI in insurance would enhance their confidence.
Charles Clarke, Group Vice President, Guidewire, said: 'AI is set to revolutionise the way insurance companies operate, enabling them to improve customer experiences, increase automation and enhance security.
'As more customers integrate AI into their daily routine, it is encouraging to see a growing confidence towards its use in the insurance sector, underscored by the demand for human oversight and regulation. While the industry continues to evolve and leverage advanced technologies to innovate, maintaining ethical standards and transparency in AI use will be crucial in enhancing customer acceptance and eliminating the trust gap.'
Chris Payne, EMEA Insurance Technology Leader at EY said: 'Insurers are increasingly investing in AI, but adoption remains relatively low and maturity of implementation has some distance to go. Consumer trust needs to rise further if AI in insurance is to reach the next level, as human intervention at points of query or claims remains very much the customer expectation.'
Guidewire commissioned Censuswide to survey 4,010 consumers, aged 18 and over, who have bought or renewed a general insurance product or made a claim under it in the last 12 months (1,000 per country - UK, France, Germany, and Spain). They were polled in March 2025. Censuswide abides by and employs members of the Market Research Society and follows the MRS code of conduct and ESOMAR principles. Censuswide is also a member of the British Polling Council.
**Inverse figure against those who have never used an AI tool.
Previous studies:
2024: 4,126 consumers aged 18+ who have bought or renewed a general insurance product, or made a claim under it in the last 12 months across the UK, France, Germany, and Spain.
2023: 4,135 Insurance consumers aged 18+ who have bought or renewed a general insurance product, or made a claim under it in the last 12 months from the UK, France, Germany, Spain.
2022: 4,037 insurance consumers aged 18+ who have bought or renewed a general insurance product, or made a claim under it in the last 12 months in the UK, France, Germany and Spain.
About Guidewire Software
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Contact:
Simon Coughlin
Senior Manager, Public Relations - EMEA
Guidewire Software, Inc.
+44 7436 002 058
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