{"id":80322,"date":"2025-11-21T11:51:18","date_gmt":"2025-11-21T00:51:18","guid":{"rendered":"https:\/\/riskinfo.com.au\/news\/?p=80322"},"modified":"2025-11-21T11:51:18","modified_gmt":"2025-11-21T00:51:18","slug":"customers-want-both-gen-ai-efficiency-and-human-empathy","status":"publish","type":"post","link":"https:\/\/riskinfo.com.au\/news\/2025\/11\/21\/customers-want-both-gen-ai-efficiency-and-human-empathy\/","title":{"rendered":"Customers Want Both Gen AI Efficiency and Human Empathy"},"content":{"rendered":"<p>While insurance customers welcome Generative AI\u2019s convenience and possibilities for personalisation, they remain concerned about privacy, accuracy, and access to human support, according to a new global report.<\/p>\n<p>The Geneva Association\u2019s report, <a href=\"https:\/\/u7061146.ct.sendgrid.net\/ls\/click?upn=u001.gqh-2BaxUzlo7XKIuSly0rC2Yt0NIaeVW7BRuSeG4f-2FgDXQw9fDZQ2nNuqrpOAnhuBZooDWnfs2DH5Pmzz8On5c-2BUNxIVbgsoOaWDi1LiS-2BJ-2B9UECvK3ZCPYSB6K-2B5k2alq5ZyK6ie-2FA12aK-2B1pYjPXA-3D-3DiRB7_gE1ZagFN5ueJEeOEc3aBEIoDS9sDuWhHPOpsD58nYnUAsh6TVlELCPFMC6QKr2X63wU9iLoFARWFHAG0Ozq3R0PnGJUKhH8k-2FZP-2BahWKKVxjOpAS8LYAu0nOhLkWQl1fePQmMc81u31822gpQjLMaGHWwHWlg5NqdIFit4ot33FHtdD8ueu-2BEB7ob63aOboajl-2FSnn4w1uQYhyn3sDB2ygLmUQuN1KhKzRK4BmX7ki-2F5iYz4oJTNzE3-2FU9q0nxoLNVw14f9iT2t-2FLn0n23VqRYxBkLCY49ftScsEfw5A3xOYgasx5yp4Wi-2BtoPgYySVCnv11Y6YF0nLjy-2Fk1lDVkOouiiXMPTVGBaNqlxJ1a-2BLk-3D\" target=\"_blank\" rel=\"noopener\"><em>Gen AI in the Insurance Customer Journey<\/em><\/a> finds Gen AI is transforming how insurance customers interact with their insurers \u2013 from researching products and comparing quotes to submitting queries and managing coverage.<\/p>\n<p>The report provides a global perspective on how customers experience and perceive the increasing use of Gen AI in insurance.<\/p>\n<p>It <a href=\"https:\/\/www.genevaassociation.org\/publication\/digital-technologies\/gen-ai-insurance-customer-journey\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignright size-medium wp-image-28567\" src=\"https:\/\/riskinfonz.co.nz\/wp-content\/uploads\/2025\/11\/Geneva-cover-243x300.png\" alt=\"\" width=\"243\" height=\"300\" \/><\/a>draws on a survey of 6,000 insurance customers across China, France, Germany, Japan, the UK and the US, finding strong adoption of Gen AI among customers \u2013 both insurer-provided and general-purpose tools.<\/p>\n<p>\u201cBut while people welcome Gen AI\u2019s convenience and possibilities for personalisation, they remain concerned about data privacy, accuracy, and maintaining access to human support,\u201d the association says.<\/p>\n<p>Key findings include:<\/p>\n<ul>\n<li>Demand for Gen AI is strongest for product\/quote comparisons. Almost 70% of customers have used off-the-shelf Gen AI tools independently when buying insurance<\/li>\n<li>Over 40% of respondents worry about data privacy and misinformation when using Gen AI tools on their own for insurance decisions<\/li>\n<li>Nearly 40% rank loss of human touch as the top concern with insurer-provided Gen AI tools.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-28568 size-full\" src=\"https:\/\/riskinfonz.co.nz\/wp-content\/uploads\/2025\/11\/geneva-table.png\" alt=\"\" width=\"741\" height=\"367\" \/><\/p>\n<p><strong>Jad Ariss<\/strong>, Managing Director of the Geneva Association, says trust is the foundation of the insurer-customer relationship.<\/p>\n<p>\u201cGen AI has the potential to enhance almost every stage of the insurance customer journey, but customers want assurance that fairness, accuracy, and human empathy remain central to insurance processes.\u201d<\/p>\n<p><strong>Ruo (Alex) Jia<\/strong>, Director Digital Technologies at the Geneva Association and lead author of the report, says as customers become more comfortable and engaged with Gen AI tools, \u201c\u2026insurers have an opportunity to re-imagine service delivery, strengthen transparency, and create more personalised, value-driven relationships.<\/p>\n<p>&#8220;Strong data infrastructure and hybrid models that keep humans \u2018in the loop\u2019 for certain interactions will improve the customer experience and enable the agility needed to thrive in today\u2019s AI-powered world.\u201d<\/p>\n<p><a href=\"https:\/\/u7061146.ct.sendgrid.net\/ls\/click?upn=u001.gqh-2BaxUzlo7XKIuSly0rC2Yt0NIaeVW7BRuSeG4f-2FgByYclsYbm18gEbJewT5Xz8wumJ_gE1ZagFN5ueJEeOEc3aBEIoDS9sDuWhHPOpsD58nYnUAsh6TVlELCPFMC6QKr2X63wU9iLoFARWFHAG0Ozq3R0PnGJUKhH8k-2FZP-2BahWKKVxjOpAS8LYAu0nOhLkWQl1fePQmMc81u31822gpQjLMaGHWwHWlg5NqdIFit4ot33FHtdD8ueu-2BEB7ob63aOboajl-2FSnn4w1uQYhyn3sDB2ymxtyl2pM6k2bPT0wIvhOQ1V-2F-2FUukHy2bANTTgGpS-2FLclQRKJY9r6ciY7diKPDlcN2pJ5OoRH192fM8toJILLtGqdyiiGFeaJEDSfq2tBpjvCv3ht2cq32lnNqMEMXGEgJW4dKX94hieeSVsjc9NXgk-3D\">The Geneva Association<\/a> describes itself as the only global association of insurance companies; its members are insurance and reinsurance CEOs.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>While insurance customers welcome Generative AI\u2019s convenience and possibilities for personalisation, they remain concerned about privacy, accuracy, and access to human support, according to a new global report. The Geneva Association\u2019s report, Gen AI in the Insurance Customer Journey finds Gen AI is transforming how insurance customers interact with their insurers \u2013 from researching products [&hellip;]<\/p>\n","protected":false},"author":23,"featured_media":80323,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8286,48],"tags":[],"class_list":["post-80322","post","type-post","status-publish","format-standard","has-post-thumbnail","category-ai","category-company-news"],"_links":{"self":[{"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/posts\/80322","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/comments?post=80322"}],"version-history":[{"count":0,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/posts\/80322\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/media\/80323"}],"wp:attachment":[{"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/media?parent=80322"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/categories?post=80322"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/tags?post=80322"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}