Artificial Intelligence in Insurance: Swiss Policyholders Expect Transparency and Monitoring (Deloitte)

Summary

• The Deloitte survey covered 1,291 policyholders across Switzerland at the beginning of 2026, and 71 per cent of the population use AI at least every month.p.1
• 36 per cent of policyholders express a critical view of AI in the insurance industry, while 18 per cent are positive.p.1
• 51 per cent of respondents fear that AI may lead to unfair decisions.p.1
• 61 per cent reject AI making decisions on acceptance or rejection, while 62 per cent accept AI translating a policy into simple language.p.2
• 73 per cent want human checking in critical cases, 67 per cent want transparent disclosure of AI use and 59 per cent want simple objection processes.p.2
• 56 per cent would share photos and supporting documentation when making claims.p.2

Key insights

1. 14 per cent of respondents use AI on a daily basis, while 85 per cent assume that insurance firms are already using AI.p.1
2. 58 per cent accept AI tips on loss prevention and 57 per cent accept AI supporting the detection of insurance fraud.p.2
3. 41 per cent reject AI determining risk classification and premiums.p.2
4. 37 per cent reject AI using driving data to structure premiums.p.2
5. Willingness to share data falls sharply in more sensitive areas such as health or driving data.p.2