Carrier executives can spend heavily on AI and still misdiagnose why adoption stalls. When a pilot works technically but employees use it inconsistently, hide their use or reject its output, leaders often reach for the same remedies: more training, another mandate or a better tool. Those responses can miss the problem because resistance to AI is not one behavior with one cause.

That matters more in insurance than in many industries. AI can touch underwriting, pricing, claims, fraud detection, customer communication and policy servicing. The NAIC’s Model Bulletin on the Use of Artificial Intelligence Systems by Insurers makes clear that consumer-impacting decisions supported by AI remain subject to existing insurance laws and regulatory standards, and it expects insurers to maintain governance and risk controls around those systems. In 2026, the NAIC is also piloting an AI Systems Evaluation Tool with 12 states to help regulators examine insurer governance, risk mitigation, data inputs and potentially high-risk AI models.