2026 Report

The State of AI in P&C Insurance Communication

Navigating customer expectations and investment priorities for the next era of AI-enabled insurance communication.

AI-enabled Communication Offers Enormous Potential

This report brings together perspectives from 550 senior P&C insurance leaders and 2,000 policyholders to help carriers make more informed decisions about where and how to scale AI-enabled customer communications.

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Uncover Where Insurers and Consumers Align and Diverge

The Insurer-Policyholder Trust Gap

85%

of insurers expect AI to strengthen customer trust

40%

of policyholders agree

Nearly as many policyholders expect AI to weaken trust as to strengthen it.

Carrier Ambition and Customer Comfort Collide on AI in Claims

43%

of insurers rank claims automation their top AI investment priority

26%

of policyholders say AI could improve claims support

Claims automation is where carrier ambition and customer comfort diverge most sharply.

How Can Insurers Scale AI Without Undermining Customer Trust?

Human access is the clearest requirement.

2/3

of policyholders say their biggest concern about AI is having no human to talk to when they need one

90%

of customers say knowing when they’re interacting with AI is very or extremely important

Explore AI Opportunities in Customer Communication

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