Why do 42% of people trust AI more than a mental health professional?

Why do 42% of people trust AI more than a mental health professional?

The new AXA Mind Health Report 2026 claims that more than one in three adults in the UK are “impacted by poor mental health” — the highest level in Europe, and third worst in the world (based on a global survey among 19,000 18 to 75 year-olds).

The findings point to the existence of barriers to accessing professional support: 60% saying they haven’t visited a mental health professional in the past 12 months; 25% fearing they would be be stigmatised or judged negatively for doing so.

This has potentially led to people using technology as a replacement for medical help, with almost half (46 per cent) of Brits turning to AI tools for mental health support, although this is below the global average of 63 per cent. A third (33 per cent) use AI tools to self-manage their mental health and 42 per cent trust them more than a mental health professional for guidance.

Preferring AI

More people are using AI (46%) as an easier, less visible option, with 42% saying they trusted the software tool more than using a professional service.

At the same time, the evidence highlights a mixed picture when it comes to experiences using AI. 57% found the tools helpful; 43% were dissatisfied with the advice received. Significantly, 27% claimed that some of the AI recommendations had “led them to engage in harmful behaviour”.

No replacement

EAPA UK chair, Karl Bennett said: “In many situations AI can be a useful tool. But in this new world we have to ensure there’s a balance with AI only being used for mental health advice and support in particular situations — and not as a replacement for expert, human contact and relationships.

“The findings highlight the challenges faced by our sector. It’s been an age-old issue that employees have tended to see EAPs as a service that people use in a crisis. More than ever, there needs to be work alongside employers to ensure that accessing an EAP isn’t seen as a sign of weakness, that confidentiality is assured, and more employees use services earlier to deal with minor problems before they escalate.”