Just 21% of advisers under 30 support the use of artificial intelligence (AI) in claims and 38% in underwriting.
This is according to the AI section of the Protection Distribution Group’s (PDG) Protection Insights Report 2026.
Overall, advisers were more sceptical about AI use in claims than in underwriting – 46% welcome its use in underwriting with 24% opposed and 35% welcome its use in claims but 36% opposed.
Advisers were more favourable to AI use in underwriting than claims, with 46% of advisers welcoming the use of AI in underwriting if it leads to swifter processing, while 25% were in two minds, and 24% were concerned about AI making such decisions.
However, 35% would welcome AI use if it speeded up claims, but a greater number, 36%, had concerns, with 23% unsure.
Meanwhile, most principals (55%), supported the use of AI in the underwriting process with 21% in two minds and 20% sceptical.
They were also more bullish on AI use in claims albeit not to the same degree as for underwriting – 40% welcome its use, 33% worry it could take the decision out of the hands of an actual person and 22% are in two minds.
However, only 21% of the under 30s support AI use for claims with 45% worried. For the 30-to-50-year-old group, 37% support the use of AI and 31% have reservations.
This pattern is mirrored when it comes to underwriting. Half of advisers (49%) aged 30 to 50 welcome the use of AI in underwriting – 44% of over 50s are comfortable, but just 38% of those under 30s support its use.
The research also showed 16% of principals said their firms are using AI for suitability reports with 28% exploring the option and 25% of firms are using AI in their administrative processes.
Two in 10 (21%) principals said they are using AI for web content, 20% are using it for customer communications and 19% for social media content. Just 8% of principals say they are using AI in lead generation but 32% are considering doing so in the future.
And just over half (51%) of firm principals say they are either using or exploring using AI for customer communications.
Balance needed
Emma Thomson, chairwoman of the PDG, said: “We decided to produce a separate section of our report focusing on AI as we believe it will be a very important part of the future development of the protection sector.
“There is certainly appetite for AI to help speed up underwriting and claims processing times, particularly in the current climate where delays are causing issues for both customers and advisers. But the balance between technology and human interaction needs to be carefully managed.
“No-one wants the AI saying ‘No’ to a claims pay out with no human intervention. We believe there is a lot to discuss in terms of best practice and importantly, meeting customer needs. Indeed, that extends to advisers’ increasing use of AI in communications but also in areas intrinsic to advice such as suitability.
“We are looking forward to debating these issues in the coming months.
Pause for thought
Roy McLoughlin, board member of the PDG, added: “It is fascinating to see that younger protection professionals are more sceptical of AI’s use than their older peers.
“Whether that reflects the stage of their career journey or simply more awareness of AI’s risks, it should give sector leaders at both providers and advisers pause for thought. It is important to bring everyone with
you when technology is set to bring such significant changes. There is a lot of talk about AI and productivity
improvements.
“It is also important that we don’t lose sight of our broader goals – improving the client experience and growing the market. If new technology can do this, then advisers should welcome it. But we have to get it right for our clients.”
