Accountability in Insurance Advice: The Human Standard
A named, licensed advisor who answers the call, advice citing your policy's actual clauses, follow-through on filing and escalation - not a recommendation and goodbye - and full accountability for what you were told.
What AI gets wrong
Policy wordings change yearly and training data goes stale; exclusion nuances differ by insurer and policy year; local hospital networks and branch follow-up are not in any training set; and sharing health records with an AI tool has privacy risks.
The cautionary incidents
Consumers acting on AI-generated guidance about claims and grievances have hit procedural dead-ends - wrong portals, missed deadlines, wrong forms. The output looked authoritative; the process was wrong.
The regulatory reality
Indian insurance regulation requires a licensed advisor to be accountable for recommendations - who recommended, who filed, who answers if it goes wrong. An AI model holds no licence and can be held accountable by no one.