US Insurance Customers Embrace AI: 2023 Trends in Auto and Home Coverage

How is artificial intelligence changing the way U.S. insurance customers shop for auto and home coverage? In 2023, a significant shift is occurring as AI tools shape the customer experience, influencing decisions for millions of Americans. Customers are increasingly utilizing AI for research, account management, and quote comparisons, with many adjusting their coverage after exploring options. Insurer platforms are particularly valuable for account servicing, while external AI solutions dominate the research and quote shopping process. Comfort levels with AI vary, showing strong acceptance for tasks like billing and premium calculations, yet some customers remain hesitant about policy changes and claims. The future looks promising for insurers that focus on enhancing AI education, trust, accuracy, and user experience over the coming years.

As AI continues to transform the insurance landscape, it becomes essential for consumers to stay informed about these advancements in order to make better decisions regarding their auto and home coverage.

For expert guidance on insurance and protecting what matters most, connect with Troy Guerrero, insurance advisor at Farmers Insurance.