AI usage impacts insurance consumer decision-making

Artificial intelligence is significantly influencing how consumers research and manage auto and home insurance. According to studies by JD Power, approximately 29% of customers use AI tools to research products, service accounts, or shop for quotes.

AI-driven guidance is actively shaping consumer decisions. About 37% of customers who used AI to research coverage options changed their policies based on the information provided, and 42% of those who used AI to shop for new policies completed a purchase.

Despite the rise of digital engagement and AI-powered analytics, independent insurance agents remain a dominant force in the United States, writing 62% of all property and casualty policies. Craig Martin of JD Power noted that while the industry is evolving, insurance remains a relationship-driven business where value is increasingly defined by collaboration and innovation.