Rebecca recently joined us in 2024 as a Senior Content Writer and has experience researching and creating multimedia content. With a keen interest in current and emerging industry affairs, Rebecca responds through a critical lens and, by promoting thought and discussion, aims to increase awareness of UKGI’s work.
AI-driven fraud a concern for UK claims handlers, according to survey

A significant number of UK claim handlers believe up to a quarter of claims filed involve fake supporting documents doctored by Artificial intelligence, according to a recent survey conducted by automation company Sprout.ai.
The survey, conducted online between 1-25 July, used a total sample size of 200 claims handlers. Participants included 50 claims handlers from pet, travel, health/dental and home insurance sectors.
The findings revealed that 19% of respondents believed one-in-four claims involved fake supporting documents, either created or modified using AI or digital tools. The report also shows that since 2021, 65% of insurance claim handlers have noticed an uptick in fraudulent claims.
The majority (64%) of claims handlers suspect AI had been used to manipulate claims documents in 5% to 10% of all cases.
Notably, the results of the survey indicate that scammers are targeting smaller claims; nearly all (93%) claims handlers believed scammers focused on claims of smaller value within the £501 to £1000 range.
This possibly due to fraudsters recognising that by leveraging AI to make convincing fake evidence, altered images or false documents are likely to go undetected, particularly where claims fall below a certain threshold and are subject to less scrutiny before approval.
This trend demonstrates the wide-reaching implications and challenges posed by advancements in AI driven fraud within the insurance sector, and the need for insurers to invest in advanced fraud detection systems and AI tools to counteract risks.
Training claims handlers to identify subtle signs of document manipulation and implementing stricter review processes for claims, regardless of value, will also be key to mitigating this growing threat.
Harnessing emerging technology is no longer a choice, but an imperative; the sector must stay ahead of, and effectively utilise, technological advancements to safeguard both firms and customers from the risk of fraud.