Balancing AI and Human Expertise in Business Insurance
As businesses explore the role of Artificial intelligence (AI) in their own operations, we have delved into their comfort levels across the insurance decision making journey. The Vero SME Insurance Index 2026 provides a clear view of how businesses are approaching AI revealing both confidence and caution.
The findings highlight where brokers can provide clarity and reassurance whilst also being pivotal as the human-in-the-loop for those interactions where judgement, empathy and trust still matter most.
Hear from real businesses on how they perceive AI in business and insurance
Businesses Are Ready for AI when it supports, not replaces
The Index shows that businesses are largely open to AI when it's used to improve efficiency rather than judgment. In fact, three quarters of businesses are comfortable with insurers and brokers using AI in administrative or workflow functions including:
- pre filling information
- assisting with comparisons
- streamlining documentation
- using chatbots to answer questions 24/7
In these areas, AI is seen as a practical tool that enhances efficiency without replacing the trusted broker interaction at the centre of business insurance.
Where Human Judgement Matters Most
When it comes to decisions requiring nuance or interpretation, such as claims outcomes or policy guidance, businesses overwhelmingly prefer human involvement.
This reveals a powerful opportunity for brokers. Whilst AI can support with the administrative load, clients still prefer a broker’s input for fair and transparent decision making, i.e. around claims outcomes.
These are qualities only humans can deliver—reinforcing the continued role of brokers as a trusted advisor in an increasingly automated world.
“It makes sense that businesses are comfortable with AI handling administrative tasks, but when it comes to complex decisions like claims, they still want a human involved. Our industry is built on relationships.” Laura Broughton, Head of Platform Business, Vero.
Comfort With AI Grows With Experience
Larger businesses, or those already using AI in their own operations, tend to express greater comfort with its use in insurance. Smaller businesses may simply want clearer communication about how AI is used and what safeguards are in place. This balanced approach ensures all clients can move at a pace that feels right for them.
What This Means for Brokers
1. Provide clarity around how AI is used
Simple explanations of where and how AI is being used can support understanding and comfort.
2. Highlight the ongoing importance of broker expertise
Clients value knowing that important decisions involve human judgement.
3. Tailor conversations to the client’s experience level
Businesses who are new to AI may need foundational information; while larger or more AI advanced businesses may want greater detail.
4. Emphasise responsible and transparent use of technology
Clients appreciate knowing that fairness, ethics and safeguards remain central.
Learn More
To discover more about business attitudes towards AI use in insurance:
Watch the 1hr Vero SME Insurance Index webinar (CPD Accredited)
This content reflects insights from research conducted between September and December 2025 as part of the Vero SME Insurance Index Report 2026 (Report). AAI Limited ABN 48 005 297 807 trading as Vero Insurance (Vero) has commissioned the 2026 SME Insurance Index Report. The information in this article and Report is intended to be of a general nature only. Subject to any rights you may have under any law, Vero and its related bodies corporate do not accept any legal responsibility for any loss or damage, including loss of business or profits or any other indirect loss, resulting from any reliance upon on it - please make your own enquiries. Vero and its related bodies corporate do not guarantee the accuracy, reliability, completeness or currency of the information provided. Any advice has been prepared without taking into account your particular objectives, financial situations or needs, so you should consider whether it is appropriate for you or your business before acting on it. The information is not a recommendation or statement of opinion about whether a reader should acquire insurance from Vero (or its related bodies corporate) or services from any insurance intermediary or otherwise alter their business arrangements. Readers should confirm information and interpretation of information by seeking independent advice.
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