Nearly 29% of auto and home insurance customers have used AI tools to research coverage, service accounts, or shop for policies, with 37% of those who used AI for research changing their policies based on the information received, according to a J.D. Power study.
- 29% adoption rate: Nearly one-third of auto and home insurance customers have used AI for research, account servicing, or policy shopping
- AI influences decisions: 37% of customers who used AI to research coverage changed their policy, and 42% who used AI to shop purchased a policy
- Preferred uses: Customers are most comfortable using AI for billing management and premium calculation, least comfortable with claims processing and policy changes
- Main barriers: 71% don't use AI for research due to lack of familiarity, habit, and trust concerns
- Tool preference split: 34% use insurer-provided AI tools while 33% prefer third-party websites and apps for insurance research
Nearly one-third of auto and home insurance customers have used artificial intelligence to research coverage, service their accounts or shop for insurance, according to a new J.D. Power study.
The inaugural J.D. Power U.S. AI Insurance Experience Study found 29% of customers have used AI to research products and coverage, service their accounts, better understand coverage before submitting a claim or shop or quote a new policy. The study is based on 8,352 customer evaluations across 24 insurance brands and eight third-party AI tools and was fielded from June through July 2026.
AI use is already influencing insurance decisions. Among customers who used AI to research products or coverage options, 37% changed their policy based on the information they received. Among customers who used AI to shop for a new policy, 42% purchased a policy as a result.
Use of AI varies by task and source. Among customers using AI for insurance research, 34% used tools provided by insurers through their websites or apps, while 33% used third-party websites or apps. For quote requests, 25% used insurer-provided tools and 21% used third-party solutions. For account servicing, 27% used insurer-provided tools compared with 8% using third-party websites or apps.
Customers were most comfortable using AI to manage billing and calculate premiums. They were least comfortable using the technology to make changes to their current policy, process claims or manage customer service inquiries.
Most customers are still not using AI for several insurance tasks. J.D. Power found 71% are not using AI to research products and coverage, 75% are not using it to request quotes, 70% are not using it to service their accounts and 87% are not using it to process claims.
The most common reasons customers gave for not using AI were lack of familiarity, habit and lack of trust in the results.
J.D. Power said the study measures AI use among auto and home insurance customers who have interacted with the technology through their insurance carrier, third-party AI tools or third-party insurance aggregators.
