More than half (59%) of people who use artificial intelligence (AI) to check health symptoms have delayed speaking to a healthcare professional because the tool reassured them, according to research by insurer Axa Health.
Its survey of 2,000 AI users and non-AI users also found that tools made 57% of respondents more worried, leading them to seek unnecessary appointments.
More than a third (36%) said they turn to an AI symptom checker or ChatGPT first, nearly double the number who visit the NHS website in the first instance (19%).
The majority (93%) of AI users have used it to check symptoms late at night, which made 37% feel AI made them more anxious.
Three-fifths (59%) said one question ‘always’ or ‘often’ leads them to ask more. In addition, 25% of AI users have received health information from AI that later turned out to be incorrect or misleading.
Over the past year, 36% said they checked symptoms related to mental health conditions, while 27% explored women’s health issues, resulting in 35% feeling more anxious as a result. Meanwhile, 63% said AI has made minor symptoms sound more serious at least some of the time.
Despite this, 68% said AI has made them feel more confident discussing symptoms at appointments, and 78% of AI users said it helped them understand medical terminology, test results or treatment plans.
Heather Smith, chief executive officer of Axa Health, said: “AI is now influencing how people make health decisions, whether they decide to seek help, and when. Our findings show a complicated truth: AI can increase anxiety or give false reassurance, but it can also give people clarity and confidence. The challenge is that people are navigating this alone.
“At Axa Health, we don’t want to discourage curiosity or the desire to understand our own health, that’s positive. But this should complement, not replace, professional medical advice. People must have access to simple, trusted support that helps them make safe, timely decisions.”
