Kathmandu. Insurers in Asia need to be more clearly defined how they use artificial intelligence. Because customers are skeptical of AI technology, employees are feeling more comfortable. <\/p>\n
According to Smart Communications LLC’s 2026 Customer Experience Benchmark Report, only 38% of customers find AI useful during insurance interactions. “Customer expectations continue to grow, but many insurance businesses are struggling to keep pace,” Leigh Segal, CEO of Smart Communications, said in the report. They have become more curious about how and where AI can be relied upon. \u2019<\/p>\n
According to the report, 84 percent of customers say that companies should disclose when using AI in customer interactions. Meanwhile, 29 percent of customers have stopped doing business with insurance companies, citing concerns about data privacy or transparency. <\/p>\n
Customer dissatisfaction is also affecting retention. Globally, about 63 percent of consumers said they would change insurance companies if communications did not meet expectations. This has increased to 67% in Singapore. <\/p>\n
Only half rated the communication of insurance companies as good or very good. The main complaints are ambiguous messaging, complex structures and poor coordination across channels. <\/p>\n
However, employees are praising AI. According to a separate report by the Howden Group, 64 per cent of employees across Asia trust AI in diagnosis, treatment and claims, as well as healthcare. While 38 percent of employees said that AI is involved in their most recent healthcare experience. “As AI becomes more integrated into the healthcare journey, employers are playing a leading role in ensuring transparency, education, and governance,” said Kristin Wei, Regional Director at Howden Employee Benefits Asia. \u2019<\/p>\n
The study also found that 45 percent of employers want more use of AI-based healthcare, especially for diagnosis and screening. Claims processing, high-cost claims prediction and virtual general practitioner services were also among the major applications. Only 3% of employers said they didn’t consider AI. <\/p>\n
According to Howden, AI can also help manage rising medical costs. “That’s because medical inflation in Asia is expected to reach 11.4 percent,” Howden said. \u2013Agency<\/p>\n","protected":false},"excerpt":{"rendered":"
Kathmandu. Insurers in Asia need to be more clearly defined how they use artificial intelligence. Because customers are skeptical of AI technology, employees are feeling more comfortable. According to Smart Communications LLC’s 2026 Customer Experience Benchmark Report, only 38% of customers find AI useful during insurance interactions. “Customer expectations continue to grow, but many insurance […]<\/p>\n","protected":false},"author":16,"featured_media":305451,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[45031,45167,45044,45159],"tags":[],"class_list":["post-305453","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-banner-news-en","category-technology-en","category-international-news-en","category-news-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/posts\/305453","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/comments?post=305453"}],"version-history":[{"count":1,"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/posts\/305453\/revisions"}],"predecessor-version":[{"id":305454,"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/posts\/305453\/revisions\/305454"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/media\/305451"}],"wp:attachment":[{"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/media?parent=305453"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/categories?post=305453"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/insurancekhabar.com\/ikbrapi\/wp\/v2\/tags?post=305453"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}