New research from AXA Health suggests artificial intelligence (AI) is reshaping how people in the UK access healthcare, with significant implications for both delayed and unnecessary treatment.

The study found that 59% of people using AI symptom checkers delayed seeking professional care after being reassured, while the same proportion sought medical help they later discovered was unnecessary. Over a third (36%) now turn to AI tools first –nearly double those who initially consult the National Health Service (NHS) website (19%).

Late-night use is widespread, with 93% checking symptoms outside typical hours, contributing to increased anxiety among 37% of users. AXA describes a pattern of repeated questioning as the “AI health anxiety loop”, with 59% saying one query often leads to more.

Despite benefits – 68% report greater confidence speaking to clinicians and 78% say AI improves understanding of medical information – risks remain. A quarter (25%) received incorrect or misleading advice, and 63% said AI sometimes made minor symptoms seem more serious.

Heather Smith, CEO of AXA Health, said: “AI is now influencing how people make health decisions… AI can increase anxiety or give false reassurance, but it can also give people clarity and confidence.”

The findings highlight growing demand for professional guidance alongside AI-driven health tools. The ITIJ team recently spoke to Xavier Lestrade, CEO of AXA – Global Healthcare, about how AXA is engaging with technology to help improve the wellbeing of expat employees.