Number crunchers at the Analytics outfit GlobalData said AI is already proving useful in dealing with customer enquiries and delivering round-the-clock service, but no one should start firing the humans just yet.

GlobalData, senior insurance analyst, Ben Carey-Evans said: “Customer service is one area where AI is already having an impact on the insurance industry. Instantaneous responses and 24/7 availability are huge plus points that can significantly improve the level of customer service.”

A GlobalData poll from Q3 2025, using its Verdict Media sites, showed 64.3 per cent of respondents believed agentic AI would support human staff, not replace them. Only 18.4 per cent thought AI could do the whole job alone, which suggests the robot takeover is still firmly on pause.

Consumers seem to prefer their AI with a side of human reassurance. According to the firm’s 2024 Emerging Trends in Insurance Survey, which polled 5,500 people in the second half of last year, 56.5 per cent were happy to use AI if they knew they could be passed to a human when needed. That figure dropped to 42.5 per cent if there was no human option at all.

Among those uncomfortable using AI to get a quote, 42.9 per cent said they would feel better about it if they could speak to a human agent when the result didn’t sit right.

This factor topped the list for improving confidence in AI, underlining the general view that tech can help but should not be left to run wild.