Aviva stops record levels of claims fraud as scams become more sophisticated

Aviva detected a record level of claims fraud in 2025, with more than 18,400 suspect claims identified across its brands, including Direct Line^[1].

The headline figures, which for the first time include Direct Line brands^[2], show suspected claims fraud worth £233m was detected in 2025 – equivalent to more than £638,000 of fraud detected every day. This underlines the size of the issue and the increasing sophistication of fraudulent activity. More than 37 years of custodial and suspended sentences were secured for the most serious offences.

Aviva’s continued investment in data, analytics and specialist investigation teams is helping to detect more advanced fraud earlier – protecting honest customers and helping keep premiums fair.

The following analysis relates to Aviva’s UK general insurance business only, excluding Direct Line brands^[3].

How claims fraud is evolving

Motor insurance fraud continues to account for the majority of fraudulent claims Aviva detects, representing more than seven in ten cases.

However, the nature of scams is evolving. Fraudsters are increasingly moving away from staged collisions and towards exaggerated claims for vehicle damage, repair costs, credit hire and injury, often using wider cost pressures as justification.

This shift is reflected in the scale of fraud uncovered. The value of detected motor fraud rose by 39%, as Aviva identified more high-value attempts to inflate claims.

A similar pattern is seen in liability insurance. While case volumes remained broadly stable, the value of fraudulent claims detected increased by 32%, driven by exaggerated loss of earnings, rehabilitation costs and injury claims.

Aviva is also seeing a growing role for professional enablers, who attach themselves to claims and contribute to inflating costs – activity that is increasingly being identified and challenged.

The rise of AI in fraud

Aviva is seeing a growing number of claims supported by AI‑generated images and manipulated documents, particularly in motor insurance. Fraudsters are using these tools to fabricate accident scenes and damage imagery to support false or exaggerated claims. In response, the insurer utilises advanced analytics and AI‑enabled tools, supported by human oversight, to stop suspicious claims earlier and ensure genuine claims are paid faster - protecting customers from the cost of fraud.

Opportunistic fraud on the rise

Alongside organised scams, insurers are detecting more opportunistic fraud embedded within genuine claims, particularly in home and travel insurance.

Fraud in Aviva’s home insurance book rose 15% in 2025, often hidden within otherwise legitimate claims where customers exaggerate damage, repairs or contents values - resulting in entire claims being rejected once fraud is uncovered.

Professional enablers are also increasingly involved in property claims. Aviva continues to detect and challenge a growing number of claims involving a small number of unscrupulous loss assessors who are inflating repair costs, contents values and scopes of work.

Travel insurance fraud also increased, with cases including exaggerated medical or cancellation claims, sometimes supported by documentation submitted after the event that does not withstand detailed scrutiny. Aviva says its ability to identify these patterns is helping ensure that genuine claims are paid quickly, while fraudulent ones are challenged and stopped.

Application fraud and ghost broking

Aviva detected more than 105,000 fraudulent insurance applications in 2025, as investment in analytics and specialist investigation teams continues to strengthen controls at the point of quote and application.

A growing proportion of this activity is linked to ghost broking, with the number of ghost-brokered policies identified rising by 7% year-on-year. These scams typically target younger drivers, with fraudsters using social media and messaging platforms to sell invalid or manipulated policies that leave customers unknowingly uninsured.

Aviva has continued to strengthen its defences at the application stage, using data, behavioural insights and targeted interventions to detect suspicious activity earlier and disrupt fraud before policies are issued.

Fraud uncovered

Aviva continues to uncover a wide range of fraudulent activity, from organised criminal networks to opportunistic exaggeration. In one example^[4], fraudsters deliberately caused a collision in order to make inflated injury and credit hire claims worth £470,000. Video evidence revealed none of the witnesses in court were present at the incident and the case collapsed. As a result, two sisters were convicted of conspiracy to defraud and one received an immediate prison sentence.

Pete Ward, Head of Claims Counter Fraud at Aviva, said, “Fraud isn’t a victimless crime – it drives up the cost of insurance for everyone. We have a duty to ensure our customers don’t foot the bill for other people’s dishonesty, and we work tirelessly to root out fraud and stop it wherever we find it.

“We’re seeing fraud become more sophisticated, from exaggerated claims to the use of AI‑generated documents, and we’re continuing to invest in the tools and expertise needed to identify and stop it.

“By detecting and preventing these claims, we’re helping protect honest customers from the cost of fraud.”

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References:

_{1. All fraud data used in this press release is based on Aviva’s own analysis of its claims and underwriting fraud data for the calendar year 2025.[↑]}

_{2. Aviva acquired Direct Line in July 2025.[↑]}

_{^3. Unless stated otherwise, figures from ‘How claims fraud is evolving’ onwards exclude Direct Line brands.[↑]}

_{^4. Other fraud examples are available upon request.[↑]}

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