Zyter|TruCare’s 2025 Consumer Trust in AI Survey uncovers what members value most: speed, clarity, and human oversight in care decisions.
Although artificial intelligence has been part of daily healthcare operations for years, from claims processing to clinical support, its use is rapidly becoming more prevalent and visible across the system. As AI takes on a larger role in care decisions, trust is emerging as a significant factor for its success. Consumers are asking a simple question: can AI make their experience faster, fairer, and easier to understand, without eroding trust in the process?
Zyter|TruCare’s 2025 Consumer Trust in AI Survey, which gathered responses from 600 insured adults across the United States, offers a clear signal to the industry: people are open to AI when it improves speed, fairness, and transparency in their care experience, but payers must foster trust in their use of AI among members.
What Consumers Told Us
Before diving deeper, here’s what stood out most from the findings:
- 45% say AI would be valuable if it speeds up authorizations and reduces delays
- 66% want to be notified in clear, plain language when AI is used in reviewing their care
- 51% trust a human claims analyst more than AI today
- 67% worry that AI could deny care unfairly
These findings reflect both confidence and caution. Consumers recognize AI’s potential, but they expect technology to reinforce fairness, not replace human judgment.
AI’s Value: Efficiency People Can Feel
Consumers see AI’s promise in its ability to save time and steps in processes like prior authorization. Forty-five percent said they find AI valuable when it reduces delays and removes administrative barriers that slow down treatment.
For health plans, that response is telling. People are not asking for more technology; they are asking for fewer obstacles. When AI simplifies authorizations, shortens decision times, and gives clinicians more time to focus on care, it delivers progress that members can immediately recognize.
Efficiency goes beyond streamlined operations. It creates a smoother and more human experience across the care continuum.
Transparency Builds Confidence
Trust in AI grows when people understand how it fits into their care. In this survey, two-thirds of respondents said they want clear notification when AI is used—a sign that openness is now a defining feature of trust.
When health plans communicate clearly about where and how AI supports decisions, they show members that technology exists to enhance, not override, clinical judgment. This level of transparency helps replace uncertainty with confidence and reinforces that people, not algorithms, remain accountable.
In healthcare, clarity has become the new trust currency. Plans that embrace it will lead the next chapter of digital transformation.
Human Oversight Still Matters
Even as consumers grow more comfortable with AI, they still want assurance that people remain at the center of care.
More than half of respondents (51%) said they trust human claims analysts more than AI systems.
That perspective reflects realism, not resistance. Members recognize that quality healthcare depends on context and empathy. They want AI to deliver faster, data-driven insights, while trusting human professionals to apply those insights with judgment and care.
For health plans, keeping human checkpoints visible throughout the decision process is more than a best practice. It is the foundation of lasting trust.
What Health Plans Should Take Away
The survey findings highlight a clear opportunity for health plans and other managed care organizations to strengthen trust while accelerating progress. Members are not pushing back on technology—they are pushing for accountability.
Health plans can meet those expectations by focusing on three priorities:
- Design AI for outcomes people can see. Efficiency has to translate into measurable improvements in access and timeliness of care.
- Communicate with clarity. Members want to understand how AI supports, rather than replaces, the human side of healthcare. Clear messaging reinforces trust.
- Embed responsibility into every decision. Human oversight and transparent workflows ensure fairness and strengthen long-term member confidence.
The path forward centers on expanding AI while ensuring integrity grows with it.
A Responsible Path Forward
AI can make healthcare faster, simpler, and more connected, but progress depends on how thoughtfully it is applied. The goal is not automation for its own sake. It is about building confidence in every decision that shapes a person’s care.
Zyter|TruCare’s approach centers on responsibility and alignment between technology, teams, and trust. Zyter Symphony™ brings together human-guided, orchestrated AI that enhances fairness, transparency, and speed across every layer of care management. Each action within the platform is traceable, explainable, and guided by clinical insight.
This approach helps organizations reduce friction, strengthen compliance, and empower care teams to focus on what matters most in their mission to deliver quality care to members.
At Zyter|TruCare, our mission is to simplify operations and amplify outcomes, helping health plans, provider-sponsored entities, and care organizations move forward with confidence in responsible AI.
Contact us today to learn more about how Zyter|TruCare can help your organization build trust in AI and deliver better outcomes across every stage of care.
Contact us today to learn more about how Zyter|TruCare can help your organization build trust in AI and deliver better outcomes across every stage of care.
