You Know Who Really Hates AI? Insurance Claims Adjusters
You Know Who Really Hates AI? Insurance Claims Adjusters
你知道谁最讨厌人工智能吗？保险理赔员
On the job review platform Glassdoor, one faction hates artificial intelligence more than any other. “Pushing AI to the point that you are asking humans not to use their thoughts and brains is such a turn off,” reads one representative review. “Stop forcing AI onto everyone,” reads another. And then there’s this one: “The AI apps this company uses are all trash.”
在职场评论平台 Glassdoor 上，有一个群体对人工智能的厌恶程度远超其他行业。“把人工智能推崇到要求人类不再动脑思考的地步，真是让人反感，”一条典型的评论这样写道。“别再强迫每个人使用 AI 了，”另一条评论写道。还有一条评论直言：“这家公司使用的 AI 应用简直就是垃圾。”
The reviews in question all come not from journalists or teachers, but from insurance claims adjusters. In fact, recent research from Glassdoor found that claims adjusters who mention AI in their posts are critical a whopping 98 percent of the time—enough to win them the mantle of the biggest AI haters in the American workforce.
这些评论并非来自记者或教师，而是出自保险理赔员之手。事实上，Glassdoor 最近的一项研究发现，在帖子中提到 AI 的理赔员中，有高达 98% 的人持批评态度——这足以让他们获得美国职场中“头号 AI 厌恶者”的称号。
Typically, insurance adjusters complain about “AI-obsessed leaders forcing error-prone AI on them and their clients,” according to the research. When AI falls short in this job, adjusters say, they have to clean up a very human mess.
根据研究，保险理赔员通常抱怨“痴迷于 AI 的领导者将容易出错的 AI 强加给他们和客户”。理赔员们表示，当 AI 在工作中掉链子时，他们不得不去收拾这些本该由人类处理的烂摊子。
Take Ahmad Jackson. About a year ago, he was working in the claims department for a major insurance company. His employer decided to use AI for initial loss reporting, which involves setting up claims and gathering information when someone first discloses an incident. It was supposed to be a boon for employees and policyholders alike, streamlining simple claims while transferring more complex situations to actual people.
以 Ahmad Jackson 为例。大约一年前，他在一家大型保险公司的理赔部门工作。他的雇主决定使用 AI 进行初步损失报告，即在有人首次申报事故时建立理赔档案并收集信息。这本应是员工和投保人的福音，既能简化简单的理赔流程，又能将更复杂的情况转交给人工处理。
Instead, Jackson says, he and other adjusters faced a sudden influx of misclassified claims that required rerouting to the correct department. He encountered AI-driven hallucinations while reading claims summaries; when he inadvertently relayed those errors to claimants or their attorneys, he bore the brunt of their fury.
然而 Jackson 说，他和同事们却面临着大量分类错误的理赔申请，必须重新分流到正确的部门。他在阅读理赔摘要时遇到了 AI 产生的“幻觉”；当他不经意间将这些错误传达给索赔人或其律师时，他成了对方怒火的直接承受者。
He quit the company not long after, switching to a different insurance carrier. AI is “getting things wrong,” Jackson tells WIRED. “And it’s implementing more work onto the adjusters.”
不久后他便辞职，跳槽到了另一家保险公司。Jackson 告诉《连线》（WIRED）杂志，AI “总是出错，而且给理赔员增加了更多的工作量。”
“There’s an AI fatigue,” says Geoffrey Conrad, a claims executive in Mobile, Alabama. “We’re pretty much exhausted as far as the amount of AI being shoved down our throats.”
“现在有一种 AI 疲劳症，”阿拉巴马州莫比尔市的理赔主管 Geoffrey Conrad 说，“对于被强行灌输的 AI 数量，我们已经感到精疲力竭了。”
Glassdoor senior economist Chris Martin didn’t expect claims adjusters to hate AI quite this much. When he saw the results, he tells WIRED, he did a double take—then started digging. Martin’s conclusion: The profession is in the midst of a reckoning.
Glassdoor 高级经济学家 Chris Martin 没想到理赔员对 AI 的厌恶程度会如此之高。他告诉《连线》，当他看到结果时，他感到非常惊讶，于是开始深入研究。Martin 的结论是：这个行业正处于一个清算时刻。
In 2024, the Bureau of Labor Statistics reported that it expected the number of claims adjusters in the United States to fall by 18,900, or 5 percent, in the coming decade. Between May 2025 and May 2026, employment in the sector dropped a staggering 21 percent, according to BLS data. For early-career adjusters, the decline was even sharper: Entry-level postings have fallen 50 percent since 2025, according to Glassdoor.
2024 年，美国劳工统计局（BLS）报告称，预计未来十年美国理赔员人数将减少 18,900 人，降幅为 5%。根据 BLS 的数据，2025 年 5 月至 2026 年 5 月期间，该行业的就业人数惊人地下降了 21%。对于职业生涯早期的理赔员来说，这种下降更为剧烈：根据 Glassdoor 的数据，自 2025 年以来，入门级职位的招聘需求下降了 50%。
The BLS cited technology as a major force behind the decline. In the last few years, AI startups like Liberate and Pace have raised millions of dollars based on promises to “reinvent” insurance, while insurers have scaled their use of AI to handle more and more claims.
BLS 将技术视为导致这一衰退的主要力量。过去几年里，像 Liberate 和 Pace 这样的 AI 初创公司凭借“重塑”保险业的承诺筹集了数百万美元，而保险公司也扩大了 AI 的使用范围，以处理越来越多的理赔案件。
In practice, this could look like talking to a chatbot instead of a person to file a claim. Instead of sending people to inspect a damaged home, AI tools might analyze photos or videos to provide estimates for payouts. Hundreds of pages of medical records could be summarized by AI to pull out crucial details. Or an insurer’s AI tool could process a policyholder’s uploaded information—photos, videos, documentation, receipts—then send a payout, all within seconds.
在实践中，这可能表现为与聊天机器人而非真人交谈来提交理赔申请。AI 工具可能不再派遣人员去检查受损房屋，而是通过分析照片或视频来提供赔付估算。数百页的医疗记录可以由 AI 总结以提取关键细节。或者，保险公司的 AI 工具可以处理投保人上传的信息（照片、视频、文档、收据），然后在几秒钟内完成赔付。
That’s the goal of Lemonade. Since its founding in 2015, the insurance company has promised to replace bureaucracy with “bots and machine learning.” By the end of last year, its proprietary chatbot, AI Jim, handled initial reports 96 percent of the time, with automation handling roughly 55 percent of all claims. While more traditional insurance companies like State Farm emphasize that claims require a mix of human and digital expertise, some claim adjusters still worry they’re training their replacements.
这就是 Lemonade 的目标。自 2015 年成立以来，这家保险公司承诺用“机器人和机器学习”取代官僚作风。截至去年年底，其专有的聊天机器人 AI Jim 处理了 96% 的初步报告，自动化处理了约 55% 的理赔案件。虽然像 State Farm 这样更传统的保险公司强调理赔需要人类专业知识与数字技术的结合，但一些理赔员仍然担心他们是在培养自己的替代者。
“AI is going to impact many jobs and threaten many incumbents in insurance and the economy,” a Lemonade spokesperson, Paul Staats, tells WIRED, adding that automating allows employees to focus their “empathy, care, and expertise on the most complex claims.” Glassdoor’s report “should be taken seriously across the industry,” Staats adds.
“AI 将影响许多工作，并威胁到保险业和经济中的许多在职人员，”Lemonade 发言人 Paul Staats 告诉《连线》，并补充说自动化使员工能够将他们的“同理心、关怀和专业知识集中在最复杂的理赔案件上”。Staats 补充说，Glassdoor 的报告“应该在整个行业内受到重视”。
“There’s no jobs, there’s no good job prospects,” Martin says. When workers sense layoffs looming, Glassdoor data indicates that their reviews become increasingly anti-AI. Martin says that reviewers also express skepticism about AI when they feel a subpar product is being forced upon them—or upon clients.
“没有工作，也没有好的就业前景，”Martin 说。Glassdoor 的数据显示，当员工感觉到裁员即将来临时，他们的评论会变得越来越反 AI。Martin 表示，当评论者感到劣质产品被强加给他们或客户时，他们也会对 AI 表示怀疑。
Conrad, the Alabama claims adjuster, says people in his profession do feel like they’re being replaced by AI models. “AI is just a tool,” he says. “It should never be given the keys.”
阿拉巴马州的理赔员 Conrad 说，他这一行的人确实感觉自己正在被 AI 模型取代。“AI 只是一个工具，”他说，“它永远不应该掌握主导权。”