Insurance claims adjusters have emerged as the most vocal critics of artificial intelligence in the American workforce, according to recent research from Glassdoor. The study found that adjusters who mention AI in their reviews are critical 98 percent of the time, the highest rate of any profession analyzed.
The complaints follow a consistent theme. Adjusters describe leaders who force error-prone AI tools on them and their clients, leaving human workers to clean up the resulting mess. Reviews collected in the research range from blunt to exhausted, with one worker stating that the company’s AI apps are worthless and another pleading for the technology to stop being forced onto everyone.
How AI Is Reshaping the Claims Process
Ahmad Jackson experienced the shift firsthand. About a year ago, he worked in the claims department of a major insurer that adopted AI for initial loss reporting, the process of setting up claims and gathering information when an incident is first reported. The tool was intended to streamline simple cases while routing complex ones to human staff.
Instead, Jackson says he and his colleagues faced a wave of misclassified claims that had to be rerouted to the correct departments. He also encountered AI hallucinations in claim summaries. When those errors reached claimants or their attorneys, adjusters absorbed the anger. Jackson eventually left for a different insurance carrier, saying the technology gets things wrong and adds more work for adjusters.
Geoffrey Conrad, a claims executive in Mobile, Alabama, described a broader sense of AI fatigue in the field, noting that workers feel exhausted by the volume of AI being pushed on them.
A Profession Facing Sharp Decline
Glassdoor senior economist Chris Martin said he did not expect adjusters to dislike AI this strongly. After reviewing the data, he concluded that the profession is undergoing a reckoning.
The employment numbers reflect that pressure. In 2024, the Bureau of Labor Statistics projected the number of U.S. claims adjusters would fall by 18,900, or 5 percent, over the coming decade. Between May 2025 and May 2026, employment in the sector dropped 21 percent, according to BLS data. For early-career workers, the decline was steeper still, with entry-level postings falling 50 percent since 2025, according to Glassdoor.
The BLS pointed to technology as a major driver of the contraction. In recent years, AI startups such as Liberate and Pace have raised millions of dollars on promises to reinvent insurance, while insurers have expanded their use of AI to process a growing share of claims. In practice, that can mean filing a claim through a chatbot rather than a person, or having AI tools analyze photos and video of a damaged property instead of dispatching a human inspector.
