US claims adjusters are among the workers most skeptical of artificial intelligence, just as hiring for entry-level roles in the profession is falling sharply.
For brokers, the bigger issue is what happens if that trend continues. Claims expertise is built over time, and fewer junior hires could eventually leave insurers with a thinner pool of experienced adjusters to handle complex losses, catastrophe surges and cases requiring human judgment.
Among Glassdoor reviews from claims adjusters that mentioned AI between June 2025 and May 2026, 98% were negative, according to new research from Glassdoor and Indeed. Across insurance, 81% of AI-related comments were negative.
At the same time, job postings for insurance claims adjusters have fallen around 55% from their post-pandemic peak, compared with roughly 36% across the broader labor market.
The drop has been steepest at the entry level. Junior adjuster postings have fallen close to 50% since early 2024, compared with a 15% decline for entry-level jobs overall. Demand for experienced adjusters has held up better. Senior-level postings remain around 80% above 2017 levels, while mid-level postings are only slightly higher.
That gap comes as carriers continue to identify claims as a key hiring need. The latest US Insurance Labor Market Study from Aon and The Jacobson Group found that technology, underwriting and claims remain insurers' biggest staffing needs. Nearly half of carriers, 49%, expect to increase staff over the next year, while 11% expect to reduce headcount.
That suggests the shift may be less about insurers needing fewer claims professionals overall and more about demand moving toward experienced workers as technology takes on routine tasks once handled by junior staff.
Insurance Business has previously reported on concerns that AI could weaken the claims talent pipeline, particularly if automation removes the work traditionally used to train less-experienced employees.
Government data point in the same direction.
Glassdoor's analysis found employment in the claims adjusting industry fell about 21% year over year through May 2026, compared with a 2.5% decline across insurance carriers and related activities.
Longer-term projections also suggest a smaller profession. The Bureau of Labor Statistics projects employment of claims adjusters, appraisers, examiners and investigators will decline 6% between 2025 and 2035.
Even so, around 21,600 openings are expected each year as workers leave the occupation or labor force. BLS also notes that natural disasters can increase demand for field adjusters.
For brokers, that replacement need matters. Even if automation allows carriers to operate with fewer claims employees, insurers will still need enough experienced people to handle complex cases and sudden spikes in loss volumes.
The data does not prove that AI is causing the decline in claims jobs. Cost pressures, changing claims volumes and a broader hiring slowdown may also be factors.
There is also little evidence that technology has already weakened claims service. JD Power's 2026 US Property Claims Satisfaction Study found customer satisfaction increased, while repair times and time to final payment both declined
That makes the broker question more nuanced: not whether automation is inherently damaging claims service, but whether insurers can preserve enough expertise as claims work changes.
Worker comments show AI remains part of that concern. One adjuster wrote: “You often have to spend 15–20 minutes correcting AI-generated mistakes because supervisors don’t verify anything; heavy reliance on AI to do claims work.”
Insurance Business has also examined why evidence gathering may be one of the clearest early uses for AI in claims, while more complex decisions remain with experienced professionals.
For brokers, the longer-term issue is whether carriers can keep developing enough of those experienced people. If that pipeline weakens, claims capability could become a bigger point of differentiation alongside price, coverage and underwriting appetite.
