内容来源：https://www.wired.com/story/insurance-claims-adjusters-really-hate-ai/

内容总结：

美国保险理赔员成“最恨AI打工人”：吐槽率高达98%

美国职场评价网站Glassdoor的一项最新研究显示，保险理赔员成为全美最反感人工智能（AI）的从业群体。在他们发布的涉及AI的帖子中，高达98%的内容持批评态度，这一比例远超其他职业。

这些吐槽集中在“痴迷AI的领导层将易出错的技术强加于员工和客户”。许多理赔员抱怨，当AI出错时，他们不得不去收拾烂摊子，处理因机器误判而产生的复杂人际关系和客户投诉。

AI“幻觉”频发，理赔员工作量激增

一位名叫艾哈迈德·杰克逊的前大型保险公司理赔员表示，公司引入AI处理初步损失报告后，理赔员反而面临大量错误分类的案件，需要手动重新分派。他在阅读AI生成的摘要时多次遇到“AI幻觉”，而当他无意中将错误信息转达给客户或律师时，往往要承受对方的全部怒火。他坦言，AI“老是出错”，反而给理赔员增加了更多工作量。

阿拉巴马州的理赔主管杰弗里·康拉德也直呼公司“往我们嘴里硬塞AI”，感到“极度疲惫”。

AI冲击就业，入门级岗位数量腰斩

Glassdoor的高级经济学家克里斯·马丁坦言，理赔员对AI的厌恶程度远超预期，其背后是行业正经历的深刻变革。美国劳工统计局预测，未来十年理赔员岗位将减少5%。更惊人的是，Glassdoor数据显示，自2025年以来，入门级理赔员岗位数量已暴跌50%。科技被视作这一趋势的主要推手。近年来，多家保险科技初创公司获巨额融资，宣称要用AI“重塑”保险业，而传统保险公司也在用AI处理越来越多的理赔环节。

“工具”还是“替代者”？行业面临抉择

AI在保险业的应用场景包括聊天机器人受理报案、AI分析照片定损、快速总结医疗记录等。成立近十年的在线保险公司Lemonade表示，其AI聊天机器人已能处理96%的初始报案，约55%的理赔由自动化完成。该公司发言人强调，自动化能让员工将“同理心、关怀和专业能力”集中在最复杂的案件上，并认为Glassdoor的报告“整个行业都应严肃对待”。

然而，许多理赔员担心自己在“训练取代自己的东西”。有从业者指出，AI对文件的误判（如律师文件上的污渍）可能导致理赔金额错误，而客户往往将责任归咎于理赔员。尽管AI在处理行政杂务（如延长租车时间）时确有助益，但理赔员们普遍对AI的产出“缺乏信心”。

“人”的价值无可替代

康拉德回忆，25年前他的房子被烧毁，作为亲历者，他最需要的是有人告诉他“一切都会好起来”，而不是冷冰冰的机器定损。这位资深理赔员坚决认为，AI只能是工具，“永远不应被赋予决定权”。他警告说，用AI完全替代人性化服务，“是一个危险的策略”。

中文翻译：

在职场评价平台Glassdoor上，有一个群体比任何其他群体都更讨厌人工智能。

“把人工智能推到要求人类不要使用自己思想和大脑的地步，真是让人倒胃口。”一条具有代表性的评论写道。“别再强迫所有人用AI了。”另一条评论写道。还有这样一条：“这家公司用的AI应用程序全都是垃圾。”

这些评论并非出自记者或教师之手，而是来自保险理赔员。事实上，Glassdoor最近的研究发现，在帖子中提及AI的理赔员，有高达98%的比例持批评态度——这足以让他们赢得美国劳动力市场中“最讨厌AI的人”的称号。

根据该研究，保险理赔员通常抱怨“痴迷AI的领导层把容易出错的AI强加给他们和他们的客户”。理赔员表示，当AI在这个岗位上掉链子时，他们不得不去收拾一个非常人性的烂摊子。

以艾哈迈德·杰克逊为例。大约一年前，他在一家大型保险公司的理赔部门工作。他的雇主决定在初步损失报告中使用AI，这涉及在某人首次披露事件时建立理赔档案并收集信息。这本应是对员工和投保人都有利的事情，既能简化简单理赔的处理流程，又能将更复杂的情况转给真人处理。

然而，杰克逊说，事实恰恰相反，他和其他理赔员面临的是突然涌入的大量错误分类的理赔案件，需要重新转给正确的部门处理。他在阅读理赔摘要时遇到了AI产生的幻觉；当他无意中将那些错误转述给索赔人或他们的律师时，他承受了对方怒火的冲击。

他不久后就辞去了那家公司的工作，跳槽到了另一家保险公司。AI“把事情搞错了，”杰克逊告诉《连线》杂志，“而且它给理赔员增加了更多工作量。”

“存在一种AI疲劳，”阿拉巴马州莫比尔的理赔主管杰弗里·康拉德说。“被强行塞进嘴里的AI数量之多，让我们已经筋疲力尽。”

Glassdoor的高级经济学家克里斯·马丁没想到理赔员会这么讨厌AI。他告诉《连线》杂志，当他看到结果时，他愣了两下——然后开始深入研究。马丁的结论是：这个职业正面临一场清算。

2024年，美国劳工统计局报告称，预计未来十年美国理赔员的数量将减少18,900人，降幅为5%。根据劳工统计局的数据，在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，下降幅度更大：根据Glassdoor的数据，自2025年以来，入门级岗位的招聘信息下降了50%。

劳工统计局将技术列为这一下降趋势背后的主要驱动力。在过去几年里，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。

在实践中，这可能意味着与聊天机器人而非真人对话来提交索赔。AI工具可能不是派人去检查受损房屋，而是分析照片或视频来估算赔付金额。数百页的医疗记录可能由AI来总结，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、文件、收据——然后在几秒钟内发出赔付。

这就是Lemonade的目标。自2015年成立以来，这家保险公司一直承诺用“机器人和机器学习”取代官僚机构。截至去年年底，其专有聊天机器人AI Jim处理了96%的初步报告，自动化处理了大约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力和数字专业知识的结合，但一些理赔员仍然担心他们正在培训自己的替代者。

“AI将影响许多工作岗位，并威胁到保险业和经济中的许多现有从业者，”Lemonade发言人保罗·斯塔茨告诉《连线》杂志，并补充说自动化能让员工把“同理心、关怀和专业知识集中在最复杂的理赔案件上”。

Glassdoor的报告“在整个行业都应该被认真对待，”斯塔茨补充道。

“没有工作，没有好的就业前景，”马丁说。Glassdoor的数据表明，当员工感觉到裁员迫在眉睫时，他们的评论就会变得越来越反AI。马丁说，当评论者觉得一个劣质产品被强加给他们——或者强加给客户时——他们也会表达对AI的怀疑。

阿拉巴马州的理赔员康拉德说，他所在行业的人确实感觉自己正在被AI模型取代。“AI只是一种工具，”他说。“永远不应该把钥匙交给它。”

在某些情况下，AI确实能让理赔员的生活更轻松；杰克逊说，它在行政任务上很有帮助。他把它用于他认为的“琐碎电话”，比如将某人的租车预订延长几天。State Farm的代表贾斯汀·托姆恰克告诉《连线》杂志，该公司的目标是“为State Farm的代理人和员工提供更好的工具，让他们能花更多时间做最重要的事情：帮助客户。”

但理赔员对“输出结果没有太多信心，”桑迪·阿维纳说，她曾是理赔员，后来转行成为保险行业顾问。律师文件上的一个污点可能导致AI产生幻觉，从而导致错误的赔付。AI对医疗报告的总结中遗漏一个要点也可能导致同样的问题。客户往往没有意识到AI是困惑或错误信息的根源，他们认为犯错的是理赔员。

康拉德理解，许多人把理赔员看作灾难发生后盘旋不去的冷酷秃鹫。但他坚称，一个好的理赔员既要富有同理心，又要下定决心为投保人争取尽可能多的赔偿。他说，他知道这一点，因为他亲身经历过。

二十五年前，在康拉德进入保险行业之前，他的房子被烧毁了。那是全损。“如果你当时告诉我，有人只会来拍几张照片，然后[AI]会根据照片生成一份估价，我可能会疯掉，”康拉德说。

“我需要有人来确保我没事，我的家人没事，我们很安全，”康拉德说。AI可以提供帮助，但当它被用作人性的替代品时就不行了。“我认为那是一个危险的策略，”他说。

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英文来源：

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.
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.
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.”
“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.”
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.
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.
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.
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.
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.
“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.
“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.
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.”
There are instances where AI can make claims adjusters’ lives easier; Jackson says it’s helpful for administrative tasks. He uses it for what he considers “nuisance calls,” like extending someone’s rental car booking by a few days. Justin Tomczak, a representative for State Farm, tells WIRED that the company aims to “give State Farm agents and employees better tools so they can spend more time doing what matters most: helping customers.
But claims adjusters don’t have “a lot of faith in the output,” says Sandy Avina, a claims adjuster turned insurance industry consultant. A smudge in a document from an attorney can result in a hallucination, which leads to an incorrect payout. A missing point in an AI summary of a medical report can do the same. Customers often don’t realize when AI is the root cause of confusion or misinformation, and they assume the adjuster is the one who made the mistake.
Conrad understands that many people see claims adjusters as soulless vultures circling after a catastrophe. But he insists that a good claims adjuster is one who is both empathetic and determined to get the policyholder as much money as possible. He knows, he says, because he’s been there.
Twenty-five years ago, before Conrad started working in the insurance industry, his house burned down. It was a total loss. “If you would have told me that someone was just gonna come take photographs, and an estimate would be generated [by AI] off of photographs, I probably would have lost my mind,” Conrad says.
“I needed somebody to make sure that I'm OK, my family's OK, that we're safe,” Conrad says. AI can be helpful, but not when it’s used as a replacement for humanity. “I think that's a dangerous strategy,” he says.
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