AXA RESEARCH SHOWS AI IS DRIVING PEOPLE TO DELAY CARE — AND SEEK IT UNNECESSARILY

New research from health insurer, AXA Health, reveals that artificial intelligence (AI) is directly shaping when and how people seek medical help in the UK. The findings show that AI tools are leading many to delay essential care (59%)while pushing others to seek unnecessary appointments (59%). This dual dynamic of reassurance and alarm shows that AI is not simply changing how people understand their symptoms - it is transforming routes to care.

Key findings include:

  • 59% of people who check symptoms with AI have delayed speaking to a healthcare professional because the tool reassured them
  • The same percentage (59%) say AI made them more worried, leading them to seek help they later discovered they didn't need
  • Over a third (36%) turn to AI first (e.g ChatGPT, AI symptom checker), nearly double those who visit the NHS website in the first instance (19%)
  • 93% of AI users have used AI to check symptoms late at night, fuelling health anxiety (37% feel more anxious)
  • A quarter (25%) have received health information from AI that later turned out to be incorrect or misleading
  • However, over two-thirds (68%) say AI has made them feel more confident discussing symptoms at appointments
  • And over three-quarters (78%) of AI users say AI has helped them understand medical terminology, test results or treatment plans

The research, commissioned by AXA Health and conducted by Censuswide amongst an equal split of 2,000 AI users and non-AI users*, found a dual dynamic of reassurance and alarm. While AI is helping people understand their symptoms more clearly, it is also contributing to rising health anxiety and inaccurate diagnoses. 78% of AI users say AI has helped them understand medical terminology, test results or treatment plans, yet 37% say AI made them more anxious after checking symptoms.

The data reveals concerning statistics. 93% of AI users say they have used AI to check symptoms late at night, with many describing habits that spiral into more checking. 59% say one question ‘always’ or ‘often’ leads them to ask more, forming what AXA Health has termed the ‘AI Health Anxiety Loop’. In addition, a quarter (25%) of AI users say they have received health information from AI that later turned out to be incorrect or misleading, highlighting risks around self-diagnosis.

AI also appears to be intensifying the urge to check symptoms against serious medical conditions. Over the past year, over a third (36%) checked symptoms related to mental health conditions, while 27% explored women's health issues. More concerningly, 11% turned to AI to check symptoms linked to sepsis. This growing reliance may be fuelling anxiety, with over a third (35%) of users saying they felt more anxious as a result. Meanwhile, nearly two-thirds (63%) report that AI has made minor symptoms sound more serious at least some of the time.

Comparisons with non-AI users underline the scale of the shift. AI users are more than twice as likely to delay seeking help after digital reassurance (59% vs 23%), and twice as likely to seek unnecessary care (59% vs 27%).

However, AI can be a positive source of support when used to empower patients in real-life health scenarios. Over two-thirds (68%) of users say AI has made them feel more confident discussing symptoms with a clinician, and three-quarters (78%) say AI has helped them understand medical terminology, test results or treatment plans.  The scale of AI adoption is striking, over a third (36%) turn to AI first, nearly double those who visit the NHS website (19%). And for many, the experience is a positive one: 78% say AI has helped them understand medical terminology, test results and treatment plans

AXA Health’s previous research showed that 48% of UK adults self-diagnosed online, with 30% turning to social media for health content and 78% calling for stronger regulation of digital health information. The rise of AI marks the next stage in this trend - shifting digital search from passive reading to conversational checking through live conversations with AI bots, and now directly influencing when people decide to seek care.

Heather Smith, CEO 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.”

The research shows strong demand for exactly this kind of support. 74% of AI users say they want access to a health professional who can validate or explain AI results, and 52% say they have already asked AI to recommend services so they can seek further support.

These findings build on AXA Health’s ongoing work to understand how digital behaviours shape health, and to support people with online services that meet their individual needs. As digital healthcare continues to evolve, including the growth of online services and the launch of the NHS Online Hospital in 2027, there is an increasing need to help people feel confident navigating the landscape. Supporting individuals to access reliable information and connect with the right care, at the right time, will be key to ensuring online tools are used safely and effectively.