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UK consumers want human checks in insurance AI use

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Guidewire has released its latest European consumer survey on attitudes to artificial intelligence in insurance. The UK findings show support for AI use when human checks remain in place.

The study found that 30% of UK customers would be happy for their insurer to use AI tools to make decisions about policy pricing. Acceptance was higher in tasks where respondents could see a direct benefit: 38% were comfortable with AI helping them complete insurance documents and policy applications, and 39% were comfortable with AI supporting human call handlers in answering questions.

The results were broadly steady from the previous year, suggesting familiarity alone has not yet produced a wider shift in public confidence. Instead, respondents set out clear conditions under which they would be more willing to accept AI in insurance processes.

Human intervention was the most frequently cited requirement, named by 33% of UK consumers. Transparency followed at 26%, while 23% said third-party regulation was needed to keep the technology in check.

The survey also showed a sharp divide between the wider public and people who already use AI tools regularly in their own lives. Among daily AI users, 63% said they were comfortable with “human-free” policy decisions, compared with 30% of the broader UK population.

That pattern extended across other parts of the insurance process. Four in five daily AI users said they would be happy for the technology to help fill out insurance documents and policy applications, compared with 38% of UK consumers overall. Nearly 60% said they were comfortable with AI deciding and processing claims or determining claim value, against 27% of the wider public.

The findings suggest insurers face a mixed public mood as they expand AI use in pricing, service and claims. Customers appear more willing to accept automation when it reduces administrative effort or improves speed, but remain more cautious when it affects decisions with direct financial consequences.

Trust question

The research covered 4,004 consumers across the UK, France, Germany and Spain who had bought or renewed a general insurance product, or made a claim, in the previous 12 months. Of those, 1,000 respondents were from the UK.

The survey has tracked customer attitudes since 2020. The latest UK results suggest insurers are dealing with a trust issue shaped not just by the technology itself, but by how visible and accountable its use is to the customer.

Even among frequent AI users, demand for oversight remains significant. The survey found that 39% of daily users still wanted a human kept in the loop, while 30.6% pointed to transparency as a condition for trust.

That may matter for insurers looking to move AI beyond administrative support into underwriting, pricing and claims decisions. Public willingness appears strongest when a person remains involved and when customers understand what the system is doing.

Charles Clarke, Group Vice President at Guidewire, said: “AI is playing an increasingly important role in the insurance industry, and customers are becoming more comfortable with its use. Our report shows that when customers clearly see its value, they are significantly more likely to accept AI within the insurance process.

“To further enhance acceptance, customers are calling for greater transparency, regulation, and human oversight. Insurers should work collaboratively with one another, with technology providers, and with regulators to meet these expectations and build lasting trust in how AI is used whether those capabilities come from their core platforms, embedded assistants, or broader AI partners.”

The figures come as insurers across Europe examine how far they can automate parts of customer service and decision-making without provoking regulatory or consumer backlash. In the UK market, where price sensitivity and service standards remain under close scrutiny, the balance between efficiency and accountability is likely to shape how quickly AI is adopted in customer-facing roles.

Michael Cook, Partner at PwC, said: “The findings underscore a clear desire among UK customers for a balanced approach to AI in insurance, embracing the efficiencies and convenience it offers while ensuring that human judgement remains integral to decision-making, especially as AI moves beyond efficiency gains into more value-add work and, ultimately, different ways of operating.

“As AI becomes more embedded in daily life, insurers must prioritise transparency and robust regulation to maintain consumer trust and confidence, including adopting appropriate governance and frameworks and exploring the role of AI to ‘manage AI’. Striking this balance will be key to unlocking AI’s full potential in delivering fairer, more personalised insurance services and moving to a very different way of operating with a combined people and agent workforce.”



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University of Lincoln wins Chelsea medal for RoboCrops

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The University of Lincoln has won a Silver Gilt medal at the RHS Chelsea Flower Show for its RoboCrops exhibit, centred on an AI-based plant analysis system called PhenAIx.

Created by the university and its Lincoln Institute for Agri-food Technology, the exhibit features PhenAIx, which examines plants for signs of disease risk, environmental stress and growth performance before visible symptoms appear. Researchers presented it as a robotic phenotyping platform combining artificial intelligence, imaging tools and robotics.

The award places an agricultural robotics project among the notable displays in Chelsea’s GreenSTEM zone, where science and technology sit alongside horticulture. The attraction drew interest from visitors and policymakers during the show.

Plant analysis

Developers describe PhenAIx as a diagnostic scanner for plants, designed to detect hidden indicators in crops earlier than growers could through visual inspection alone.

The approach reflects a broader push in agriculture to use machine vision and automation to improve crop monitoring. Earlier identification of disease or stress can help growers isolate plants, adjust growing conditions or change treatment plans before losses spread.

The system could also contribute to developing stronger, more climate-resilient crops. The university linked the technology to efforts to improve food production and support more sustainable agricultural systems.

Beyond factories

The exhibit also highlights a shift in how robotics is presented to the public. Rather than focusing on industrial or warehouse settings, it places autonomous systems in a biological environment where variables are harder to control and outcomes less predictable.

That matters because farming has become an important test case for robotics and AI. Weather, soil, disease pressure and other changing conditions make agriculture a more complex setting than many conventional automation tasks.

Visitors included London Mayor Sadiq Khan, who discussed how systems such as PhenAIx could be applied to food production and climate-related pressures. No further details were given on any deployment timetable or commercial rollout.

Education focus

Organisers also pointed to strong interest from school groups visiting the show. The mix of robotics, AI, biology and environmental science appeared to make the exhibit an effective demonstration of how digital tools are being applied in food and farming research.

That educational role is becoming increasingly significant for universities and research institutes. Agricultural technology has often struggled to attract broad public attention compared with consumer-facing AI products, even as the sector faces pressure to raise productivity, reduce environmental impact and respond to climate volatility.

The university said it hoped the exhibit would encourage more young people, especially those from rural and agricultural backgrounds, to consider careers in robotics, data science and agri-tech. The ambition reflects a wider effort across the sector to build a workforce that combines software, engineering and plant science.

The medal is likely to give the project greater visibility beyond academic and specialist farming circles. Chelsea remains one of the UK’s best-known horticultural events, and recognition there offers research-led projects a way to reach audiences that might not usually engage with agricultural automation.

Researchers behind the exhibit said systems such as PhenAIx could support earlier crop disease detection, environmental monitoring, climate adaptation and more sustainable farming methods. At the heart of the display is a machine intended to show that plant health can be assessed before damage is visible to the human eye.



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Trouble for UK DIY giant as ‘late start’ to spring slows sales

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B&Q owner Kingfisher has reported a dip in sales over recent months as the delayed onset of spring weather held back spending and bigger purchases remained subdued.

The DIY giant, which also owns Screwfix, said total sales declined by 0.9 per cent to £3.3 billion between February and April, compared like-for-like with the same period last year.

The business said it was “mindful of the consumer environment” but hailed a “resilient” start to the year.

The homeware giant revealed plans to cut more than 650 jobs across the UK last year, a move the company insists the move is about “simplifying” how its shops are run.

The company has stores in Oxford, Abingdon, Witney and Banbury.

In the UK and Ireland, sales at B&Q fell by 4.1 per cent, which the company said reflected a late start to spring resulting in fewer visitors to stores and affecting spending on some of its core items.

“Big-ticket” spending, meaning more costly home purchases, was dragged down by fewer bathroom sales, but the firm said this was partly offset by strengthening new kitchen ranges.

Nevertheless, the Screwfix brand continued to strengthen with sales jumping by 4.1 per cent year on year.

Kingfisher chief executive Thierry Garnier said it was a “resilient start to the year” for the retailer while remaining “mindful of the consumer environment”.

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The brand has been taking a bigger share of the market and has been impacted by online and trade initiatives.

The retail group is expecting earnings to grow this year, saying it is on track to make adjusted profits of between £565 million and £625 million for the current financial year.

“E-commerce and trade sales both delivered double-digit growth, underlining the momentum in our key growth drivers,” Mr Garnier said.

“While mindful of the consumer environment, we remain absolutely focused on delivering our strategy, disciplined gross margin and cost management, and consistent shareholder returns.”

However, Russ Mould, investment director at AJ Bell, said: “Blaming the weather for weak trading is often seen in the ‘dog ate my homework’ category of excuses by the market, but the fact it has not forced any downgrades means Kingfisher has kept investors on side.

“Among the areas of positivity is the continued strong growth in the Screwfix business. Kingfisher, like several of its peers, is pursuing trade customers who are often more reliable and consistent sources of revenue than ordinary consumers.

“That’s because materials and tools are not a nice-to-have for them but essential to their day job.”





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Armalytix launches compliance bundles for home movers

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Armalytix has launched Complete Compliance Bundles for the UK property market, combining several checks into a single process for home movers.

The new offering brings together digital identity, Source of Funds, anti-money laundering, fraud and affordability checks in one structured journey. The bundles can be tailored to different stages of a home move and to the needs of the firms involved in a transaction.

The launch comes as property companies face pressure to cut duplication in compliance work while managing rising scrutiny and transaction delays. Home movers are often asked to submit the same information multiple times to estate agents, brokers, lenders and conveyancers, slowing progress and creating inconsistent records across the chain.

Armalytix says its system is designed to give firms a single verified view of a customer’s status through one digital process. The approach is intended to help participants in a transaction work from the same base of information rather than relying on separate checks gathered through different systems.

Market pressure

Across the property sector, compliance has become a bigger operational issue as firms try to meet anti-fraud and anti-money laundering obligations without adding friction for customers. Transactions often involve several businesses, each with its own procedures, documents and systems, leading to repeated requests for information and more administrative work.

That has made the balance between regulatory requirements and customer experience a more prominent issue for property professionals. Delays and failed transactions remain a persistent concern, and firms have been looking for ways to gather key financial information earlier in the process.

The bundles include a single digital journey intended to replace multiple forms, emails and follow-up requests. Other features include workflows that can be adjusted for different roles across a property transaction and real-time visibility of compliance status on each matter.

The product also supports upfront data capture so checks do not have to be repeated later in the process. Armalytix argues this could reduce manual handling and limit the amount of information a home mover needs to resubmit as a sale or purchase progresses.

Property chain

Armalytix has been active in digital financial verification for the conveyancing market, and the new bundles extend that work across a wider part of the transaction chain. The product is intended to support estate agency, mortgage and lending workflows, as well as legal work linked to property deals.

By bringing those elements together, Armalytix is positioning the launch around a common market problem: fragmented compliance checks carried out by different parties at different times. If adopted by multiple firms in a transaction, a more unified process could reduce repeated data collection and help information move more consistently between participants.

For firms in the sector, the appeal lies in whether one structured journey can cut the administrative burden without weakening controls. Financial verification in property has become more detailed, and businesses must show they understand the source of a client’s money, identify fraud risks and meet anti-money laundering obligations while still moving cases forward.

Alex Mangan addressed that challenge in comments released with the launch. “Property professionals are under pressure to keep transactions moving, while home movers are often asked for the same information multiple times. That creates frustration on both sides. Complete Compliance is about simplifying that experience, giving firms a clearer, more structured way to verify transactions, and making the process easier for the people going through it,” said Alex Mangan, Head of Sales at Armalytix.



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