{"id":965375,"date":"2026-05-20T10:29:00","date_gmt":"2026-05-20T14:29:00","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/1-in-3-uk-customers-comfortable-with-ai-in-insurance-but-want-human-checks-and-robust-regulation\/"},"modified":"2026-05-20T10:29:00","modified_gmt":"2026-05-20T14:29:00","slug":"1-in-3-uk-customers-comfortable-with-ai-in-insurance-but-want-human-checks-and-robust-regulation","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/1-in-3-uk-customers-comfortable-with-ai-in-insurance-but-want-human-checks-and-robust-regulation\/","title":{"rendered":"1 in 3 UK Customers Comfortable With AI in Insurance but Want Human Checks and Robust Regulation"},"content":{"rendered":"<p>        <!--.bwalignc { text-align: center; list-style-position: inside }\n.bwlistdisc { list-style-type: disc }body {font:normal small Arial,Helvetica,sans-serif;color:#000;background-color:#fff;padding:24px;margin:0;} a img {border:0;} h3 {font-size:medium;color:#000;margin:0 0 1em 0; text-align:center;}-->  <\/p>\n<p class=\"bwalignc\"><b>1 in 3 UK Customers Comfortable With AI in Insurance but Want Human Checks and Robust Regulation<\/b><\/p>\n<p class=\"bwalignc\"><i>Greater personal use of AI in everyday life and increasing familiarity with the technology make customers more amenable to their insurers using AI<\/i><\/p>\n<p>LONDON&#8211;(<a href=\"http:\/\/www.businesswire.com\">BUSINESS WIRE<\/a>)&#8211;<br \/>\nGuidewire (NYSE: GWRE) today released the latest edition of its annual study of insurance customers in Europe, revealing their attitudes towards insurers&#8217; use of artificial intelligence (AI) and identifying opportunities for insurers to continue earning their trust.<\/p>\n<p id=\"news-body-cta\">This press release features multimedia. View the full release here: <a href=\"https:\/\/www.businesswire.com\/news\/home\/20260520571278\/en\/\" rel=\"nofollow\">https:\/\/www.businesswire.com\/news\/home\/20260520571278\/en\/<\/a><\/p>\n<div id=\"bwbodyimg\" style=\"width: 384px;float:left;padding-left:0px;padding-right:20px;padding-top:0px;padding-bottom:0px\"><img decoding=\"async\" src=\"https:\/\/mms.businesswire.com\/media\/20260520571278\/en\/2810880\/4\/REF-500_Guidewire_European_Consumer_Survey_2026_Social_Media_LI_0526_%282%29.jpg\" alt=\"Access the full report here: https:\/\/www.guidewire.com\/about\/press-center\/european-insurance-consumer-survey\" \/><\/p>\n<p style=\"font-size:85%\">Access the full report here: https:\/\/www.guidewire.com\/about\/press-center\/european-insurance-consumer-survey<\/p>\n<\/div>\n<p>\nThe <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.guidewire.com%2Fabout%2Fpress-center%2Feuropean-insurance-consumer-survey&amp;esheet=54539048&amp;newsitemid=20260520571278&amp;lan=en-US&amp;anchor=2026+Guidewire+European+Insurance+Consumer+Survey&amp;index=1&amp;md5=ea2efe7da3a0b65eb22986d134dea69c\"><i>2026 Guidewire European Insurance Consumer Survey<\/i><\/a><i \/>found that UK customers feel positive about insurers using AI provided there is human oversight and strong safeguards in place. Almost one third (30 percent) said they would be happy with their insurer using AI tools to make decisions about the price of their insurance policy.<\/p>\n<p>\nWhen customers can see an advantage in the insurer&#8217;s use of AI, acceptance rises. For example, 38 percent agree they would be happy with AI assisting them in completing insurance documents and policy applications, and 39 percent are comfortable with AI supporting human call handlers in answering their questions (both figures unchanged from last year\u2019s findings).<\/p>\n<p>\nWith little year-on-year change in customers\u2019 comfort with how insurers use AI, the industry is at a key stage in determining what will be required to further build trust among consumers and advance AI deployment responsibly. UK consumers highlighted three key priorities, including human intervention (33 percent), transparency (26 percent), and third-party regulation to keep the technology in check (23 percent).<\/p>\n<p>\nThe survey also revealed that increased personal use of AI is making customers two times more receptive to its use by insurers:<\/p>\n<ul class=\"bwlistdisc\">\n<li>\nDaily AI users are twice as likely as the general public to trust automated insurance pricing. While 63 percent of those who use AI tools daily are comfortable with &#8220;human-free&#8221; policy decisions, only 30 percent of the broader UK population shares that sentiment.<\/p>\n<\/li>\n<li>\n80 percent of daily AI users would be happy for the technology to assist them in filling out insurance documents and completing policy applications, compared with 38 percent of UK consumers overall.<\/p>\n<\/li>\n<li>\nMore than half (59.5 percent) of those using AI every day are comfortable with the technology deciding and processing insurance claims or determining claim value, compared with 27 percent of UK consumers overall.<\/p>\n<\/li>\n<li>\nEven among daily AI users, transparency (30.6 percent) and keeping a human in the loop (39 percent) continue to score highly as prerequisites for trust.<\/p>\n<\/li>\n<\/ul>\n<p>\nCharles Clarke, Group Vice President, Guidewire, said: <i>\u201cAI is playing an increasingly important role in the insurance industry, and customers are becoming more comfortable with its use. Our report shows that when customers clearly see its value, they are significantly more likely to accept AI within the insurance process.<\/i><\/p>\n<p><i>\u201cTo further enhance acceptance, customers are calling for greater transparency, regulation, and human oversight. Insurers should work collaboratively with one another, with technology providers, and with regulators to meet these expectations and build lasting trust in how AI is used whether those capabilities come from their core platforms, embedded assistants, or broader AI partner<\/i>s<i>.\u201d<\/i><\/p>\n<p><i>Michael Cook, Partner, PwC, said: \u201cThe findings underscore a clear desire among UK customers for a balanced approach to AI in insurance &#8211; embracing the efficiencies and convenience it offers, while ensuring that human judgement remains integral to decision-making especially as the use of AI moves beyond delivering efficiency into more value additive work and ultimately, operating differently.<\/i><\/p>\n<p><i>\u201cAs AI becomes more embedded in daily life, insurers must prioritise transparency and robust regulation to maintain consumer trust and confidence including the adoption of the appropriate governance and frameworks and exploring the role of AI to &#8216;manage AI&#8217;. Striking this balance will be key to unlocking AI\u2019s full potential in delivering fairer, more personalised insurance services and moving to a very different way of operating with a combined people and agent workforce.&#8221;<\/i><\/p>\n<p><b>About Guidewire<\/b><\/p>\n<p>\nGuidewire is the platform P&amp;C insurers trust to engage, innovate, and grow efficiently. More than 570 insurers in 43 countries, from new ventures to the largest and most complex in the world, rely on Guidewire products. With core systems leveraging data and analytics, digital, and artificial intelligence, Guidewire defines cloud platform excellence for P&amp;C insurers.<\/p>\n<p>\nWe are proud of our unparalleled implementation record, with 1,700+ successful projects supported by the industry\u2019s largest R&amp;D team and SI partner ecosystem. Our marketplace represents the largest partner community in P&amp;C, where customers can access hundreds of applications to accelerate integration, localization, and innovation.<\/p>\n<p>\nFor more information, please visit <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.guidewire.com%2F&amp;esheet=54539048&amp;newsitemid=20260520571278&amp;lan=en-US&amp;anchor=www.guidewire.com&amp;index=2&amp;md5=da895c69d2aa5198c9089a13eddd876c\">www.guidewire.com<\/a> and follow us on <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fx.com%2FGuidewire_PandC&amp;esheet=54539048&amp;newsitemid=20260520571278&amp;lan=en-US&amp;anchor=X&amp;index=3&amp;md5=6ad3b170d0cb7f641dd54e8ed244af55\">X<\/a> and <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fguidewire-software%2F&amp;esheet=54539048&amp;newsitemid=20260520571278&amp;lan=en-US&amp;anchor=LinkedIn&amp;index=4&amp;md5=fdc0a77b8d07d97bc778f549a3c1415d\">LinkedIn<\/a>.<\/p>\n<p><b>Methodology:<\/b><\/p>\n<p>\nThe research was conducted by Censuswide with 4,004 Consumers who have bought or renewed a general insurance product or made a claim under it in the last 12 months across the UK, France, Germany and Spain between 13.01.2026 &#8211; 22.01.2026. Censuswide is a member of the Market Research Society (MRS) and the British Polling Council (BPC), and a signatory of the Global Data Quality Pledge. We adhere to the MRS Code of Conduct and ESOMAR principles.<\/p>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20260520571278r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" style=\"width:0;height:0\" \/><span class=\"bwct31415\" \/><\/p>\n<p id=\"mmgallerylink\"><span id=\"mmgallerylink-phrase\">View source version on businesswire.com: <\/span><span id=\"mmgallerylink-link\"><a href=\"https:\/\/www.businesswire.com\/news\/home\/20260520571278\/en\/\" rel=\"nofollow\">https:\/\/www.businesswire.com\/news\/home\/20260520571278\/en\/<\/a><\/span><\/p>\n<p>\nSimon Coughlin<br \/>\n<br \/>Senior Manager, Public Relations &#8211; EMEA<br \/>\n<br \/>Guidewire Software, Inc.<br \/>\n<br \/>+44 7436 002 058<br \/>\n<br \/><a rel=\"nofollow\" href=\"mailto:scoughlin@guidewire.com\">scoughlin@guidewire.com<\/a><\/p>\n<p><b>KEYWORDS:<\/b> United Kingdom Europe<\/p>\n<p><b>INDUSTRY KEYWORDS:<\/b> Data Analytics Professional Services Insurance<\/p>\n<p><b>MEDIA:<\/b><\/p>\n<table cellpadding=\"3\" cellspacing=\"3\">\n<tr>\n<td><font face=\"Arial\" size=\"2\"><b>Photo<\/b><\/font><\/td>\n<\/tr>\n<tr>\n<td><img decoding=\"async\" src=\"https:\/\/mms.businesswire.com\/media\/20260520571278\/en\/2810880\/3\/REF-500_Guidewire_European_Consumer_Survey_2026_Social_Media_LI_0526_%282%29.jpg\" alt=\"Photo\" \/><\/td>\n<\/tr>\n<tr>\n<td><font face=\"Arial\" size=\"2\">Access the full report here: https:\/\/www.guidewire.com\/about\/press-center\/european-insurance-consumer-survey<\/font><\/td>\n<\/tr>\n<tr>\n<td><font face=\"Arial\" size=\"2\"><b>Logo<\/b><\/font><\/td>\n<\/tr>\n<tr>\n<td><img decoding=\"async\" src=\"https:\/\/mms.businesswire.com\/media\/20260520571278\/en\/1447261\/3\/guidewire_logo_new_2color_h_screen-2022.jpg\" alt=\"Logo\" \/><\/td>\n<\/tr>\n<tr>\n<td><font face=\"Arial\" size=\"2\"><\/font><\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>1 in 3 UK Customers Comfortable With AI in Insurance but Want Human Checks and Robust Regulation Greater personal use of AI in everyday life and increasing familiarity with the technology make customers more amenable to their insurers using AI LONDON&#8211;(BUSINESS WIRE)&#8211; Guidewire (NYSE: GWRE) today released the latest edition of its annual study of insurance customers in Europe, revealing their attitudes towards insurers&#8217; use of artificial intelligence (AI) and identifying opportunities for insurers to continue earning their trust. This press release features multimedia. View the full release here: https:\/\/www.businesswire.com\/news\/home\/20260520571278\/en\/ Access the full report here: https:\/\/www.guidewire.com\/about\/press-center\/european-insurance-consumer-survey The 2026 Guidewire European Insurance Consumer Surveyfound that UK customers feel positive about insurers using AI provided there is human oversight and strong safeguards &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/1-in-3-uk-customers-comfortable-with-ai-in-insurance-but-want-human-checks-and-robust-regulation\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;1 in 3 UK Customers Comfortable With AI in Insurance but Want Human Checks and Robust Regulation&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-965375","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>1 in 3 UK Customers Comfortable With AI in Insurance but Want Human Checks and Robust Regulation - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/1-in-3-uk-customers-comfortable-with-ai-in-insurance-but-want-human-checks-and-robust-regulation\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"1 in 3 UK Customers Comfortable With AI in Insurance but Want Human Checks and Robust Regulation - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"1 in 3 UK Customers Comfortable With AI in Insurance but Want Human Checks and Robust Regulation Greater personal use of AI in everyday life and increasing familiarity with the technology make customers more amenable to their insurers using AI LONDON&#8211;(BUSINESS WIRE)&#8211; Guidewire (NYSE: GWRE) today released the latest edition of its annual study of insurance customers in Europe, revealing their attitudes towards insurers&#8217; use of artificial intelligence (AI) and identifying opportunities for insurers to continue earning their trust. This press release features multimedia. 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This press release features multimedia. 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