Policyholders appreciate the use of AI to handle claims quickly but want to speak to a human if a payout is denied, research shows.

A survey of 1001 US adults conducted for Liberate – which builds insurance AI agents – found 86% want to know if AI touches or makes a decision on their claim.

Nearly half would take a 60-second AI claim payout rather than wait to speak to someone, but 61% want a human to review every denied claim.

Only 33% would accept a claim denied by AI.

Liberate co-founder Amrish Singh says “yes” is a transaction but “no” is a judgment, and a claim denial needs someone to explain it, stand behind it and answer for it.

He says AI at scale can handle the routine work and transfer the hard calls to an employee.

About 57% of survey respondents have had to explain a loss to two or more people and 22% have recounted one three or more times; 43% have been asked for the same information more than once.

Another 55% have contacted their insurer or agent and heard nothing back, and 41% feel mostly or entirely responsible for moving their own claims.