July 15, 2026
The prior authorization process represents a decades-old bottleneck in healthcare and a major pain point for patients and providers. The process is notorious for creating delays, frustrations, and even financial burdens. As such, all players of the healthcare ecosystem believe harnessing AI can improve the experience, so long as clinicians remain in the driver’s seat.
A Q2 2026 survey from Zyter, commissioned by Dynata, reveals widespread dissatisfaction with the current state of prior authorization (prior authorization survey) and offers insight into how patients view the role of AI in transforming healthcare administration. An additional survey uncovers how much consumers trust AI usage in healthcare, as well as in financial services and government (trust survey).
Both surveys look heavily at prior authorization in healthcare, with the trust survey also extending into considerations and AI trustworthiness across financial services and government.
Prior Authorization Delays Continue to Frustrate Patients
According to the prior authorization survey, nearly half of respondents (44%) reported they needed prior authorization for a treatment, test, or medication. Another 20% said someone in their household needed prior authorization. What’s concerning is more than one-third waited four days or longer for a decision, while 44% said the process significantly or somewhat delayed care.
Consequences of prior authorization delays can be serious. This can include patients receiving treatment later than needed, going without medications, or experiencing worsening health conditions and unexpected out-of-pocket expenses. Nearly one-third (31%) said they experienced an unforeseen medical expense related to a prior authorization delay, denial, or resubmission.
When asked about the most frustrating aspects of prior authorization, respondents cited:
- Waiting too long to get a decision (37%)
- A lack of clear communication and/or updates (30%)
- Needing to resubmit requests or provide additional information (30%)
- No transparency around why a request was denied (29%)
Notably, 43% believe health insurance plans are primarily responsible for delays.
Consumers are Increasingly Open to Better Technology-Driven Solutions
While 1 in 5 (20%) respondents in Zyter’s prior authorization survey call out the technology systems used to process requests as being responsible for prior authorization delays, many patients see the value of AI to help resolve the issue. More than half (52%) said they would support their health plan using AI-assisted tools that could deliver prior authorization decisions in hours instead of days.
Looking at Zyter’s trust survey, 52% of respondents are either somewhat or much more trusting of AI recommending the denial of a treatment or medication through prior authorization so long as a qualified clinician is reviewing and approving that decision. More than a third (36%) of respondents also reported they are most confident that AI used in their healthcare was being done so responsibly if a licensed clinician reviews and approves every AI recommendation before it can affect someone’s care.
Only 12% of respondents noted the most confidence in AI when companies publish transparent explanations of how decisions are made. What this may suggest is that maintaining the human element in AI governance carries more weight with consumers than even transparency around AI practices might.
Critical Trust Considerations for Healthcare, Finance, and Government
Zyter’s trust survey sought to understand perceptions in three highly regulated industries: finance, government, and healthcare. The data shows a nearly even split in the banking and financial services sector with 51% of respondents saying they trust AI to make decisions, while 49% don’t. Government and public services have the least trust for AI with only 39% of respondents saying they trust it, while 61% say they do not trust AI to make decisions. For comparison, in healthcare 46% trust AI to make decisions, with 54% saying they don’t.
Consumers believe AI decisions carry the highest personal risk and/or consequences across all three industries. However, there are certain situations where consumers’ trust in AI’s ability to make recommendations or decisions on their behalf is growing.
- Detecting fraud or suspicious activity in bank or credit card accounts (39%)
- Identifying potential health risks based on medical data (30%)
- Recommending financial budgeting or savings strategies (27%)
- Helping doctors interpret medical scans or test results (26%)
- Identifying fraud or misuse in government programs (25%)
- Providing customer service or answering questions about services (24%)
- Recommending treatment options or care plans (20%)
Maintaining a Human-Led Approach to AI
The bottom line is consumers understand that AI-assisted tools can help with faster, more accurate decisioning and processes, but they still want human oversight when it comes to their health, finances, and government services.
As consumers become more informed about AI use cases and the technology continues to advance, it will be important for healthcare providers, financial institutions, and government agencies to lean into human-led AI practices. Tapping into the right AI-supported solutions that can drive modernization while maintaining and prioritizing trust remains the strategic solution for organizations today.
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