AI in Insurance: Genpact’s Data Reveals a Path to Customer Trust and Market Leadership

The insurance industry is at a pivotal moment. As artificial intelligence (AI) reshapes customer expectations and operational possibilities, a new study from genpact highlights a clear yet nuanced opportunity: customers embrace AI when its value is tangible and transparent. For investors, this underscores the strategic importance of firms like Genpact, which are not only advancing AI-driven solutions but also addressing the human elements critical to building trust.

The Dual Faces of Customer Sentiment

Genpact’s April 2025 study, based on a survey of 1,000 U.S. adults, reveals a split in customer attitudes toward AI in insurance. While 55% remain neutral, 25% view AI negatively, and acceptance hinges on clear benefits. The data shows a strong correlation between AI adoption and operational efficiency:
- 46% of respondents support AI if it speeds claims processing, and
- 29% are more likely to choose insurers offering automated interactions.

This creates a straightforward formula for insurers: deliver faster, more accurate results, and customers will follow. However, the study also flags a critical caveat: 59% expect 24/7 live support during crises, with only 10% comfortable relying solely on AI chatbots. The message is clear—AI must enhance, not replace, human oversight.

Generational Divide: A Roadmap for Innovation

The generational gap in AI preferences is stark. Millennials and Gen Z are 2.5x more likely than older generations to prefer insurers using AI for quotes, claims, and customer service. For example:
- 32% of younger respondents vs. 12% of Boomers/Gen X favor AI-driven policy quotes.
- 28% vs. 9% support AI in claims processing.

This demographic trend is a strategic bellwether. As younger cohorts grow their economic influence, insurers that fail to modernize risk losing market share. Genpact’s solutions, such as its AI Adjuster Assist (which automates property claims inventory with 30–50% efficiency gains), position it to capitalize on this shift.

Genpact’s Leadership: Beyond the Hype

The company’s April 2025 recognition as a Leader in NelsonHall’s NEAT Evaluation for Property & Casualty (P&C) Operations underscores its credibility. Genpact leads in six critical categories, including AI/GenAI, underwriting, and claims administration. Its tools, such as the Genpact Claims Manager and Underwriting Manager, are designed to address key pain points:
- 48% of customers struggle with claims processes, a gap AI can bridge.
- 50% distrust insurers’ ability to provide tailored quotes, another area where automation can build confidence.

Investment Implications: Balancing Innovation and Trust

For investors, Genpact represents a compelling play on two megatrends: the digitization of insurance and the growing demand for hybrid human-AI systems. The company’s 160+ insurer clients globally, partnerships with Guidewire, and a focus on flexible engagement models suggest scalability.

Yet risks persist. The study highlights that 42% of customers distrust insurers’ use of AI, often due to opaque processes or data privacy concerns. Genpact’s success hinges on transparent communication of benefits and maintaining human touchpoints—areas where its 24/7 support expectations data can guide strategic investments.

Conclusion: A Foundation for Long-Term Growth

Genpact’s data paints a clear path forward: insurers must align AI adoption with customer priorities—speed, accuracy, and trust—while preserving human oversight. With its leadership in AI-driven solutions, deep domain expertise, and measurable client outcomes (e.g., 30–50% efficiency gains in claims), Genpact is positioned to capitalize on this shift.

The numbers are compelling:
- 29% of customers prioritize insurers with automated services, a figure likely to grow as younger generations dominate.
- 10% of respondents would abandon insurers lacking AI-driven efficiency.

For investors, this is more than a sector bet—it’s an opportunity to back a company at the intersection of innovation and customer-centricity. In an era where trust is earned through action, Genpact’s blend of technology and human insight offers a roadmap to sustained relevance.

As the insurance sector pivots toward AI, those who balance efficiency with empathy will thrive—and the data suggests Genpact is already leading the way.