A Wired analysis of Glassdoor reviews from insurance claims adjusters found that 98 percent of reviews mentioning AI were negative. The figure, published on August 31, 2026, points to a stark divide between the industry's push toward automation and the sentiment of the workers who would use it.
One adjuster told Wired, "AI is just a tool. It should never be given the keys." The quote captures a common theme in the reviews: AI is seen as a support, not a decision-maker.
A near-unanimous rejection
The 98 percent negative rate is based on reviews that explicitly mention AI. Wired did not disclose the total number of reviews analyzed, but the proportion is striking. The sentiment spans concerns about accuracy, job security, and the role of human judgment in claims handling.
The tool versus the driver
The adjuster's comment about "keys" reflects a broader anxiety: that AI might take over decisions that require human context. Claims adjusting involves assessing damage, interpreting policies, and negotiating settlements—tasks where nuance matters. The reviews suggest many adjusters believe AI cannot replicate that nuance.
What the numbers don't say
Wired's report does not specify which insurers or AI systems were mentioned in the reviews, nor does it break down the negativity by job level or tenure. The analysis is a snapshot of sentiment, not a measure of AI's actual performance in claims processing.
The open question is whether insurers will respond to this sentiment. If adjusters remain hostile to AI, companies may need to rethink how they introduce the technology—or face a workforce that resists it. No timeline for any such response has been announced.