LMLaura Miller

1. Article · Aug 10, 2026 · Laura Miller

   Monitoring telephony channels: Are insurers missing the signals? - Insurance Post (opens the original)

   Excerpt · English

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   Computer giant IBM runs an experiment for clients. It calls their help desks to see if it can impersonate an employee to reset their password. To date, the deception has been successful every single time. It is a striking example of the simple power of telephony channels in potential fraud. A threat to which UK insurers with call centres are becoming ever more alive. “Voice interactions are increasingly important [in detecting fraud] but can still be less visible than digital signals,” said Davi

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2. Article · Aug 3, 2026 · Laura Miller

   The hidden role of telephony channels in insurance fraud - Insurance Post (opens the original)

   Excerpt · Critical tone · English

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   Fraud now accounts for almost 44% of all crime reported in England and Wales and is estimated to cost the UK economy £219bn each year, according to the 2026 Cifas Fraudscape report. To take one insurance sector example, across all Aviva brands including Direct Line, more than 18,400 suspect claims worth £233m were uncovered in 2025 – or £638,000 of fraud detected every day – according to figures from the insurer. Motor insurance fraud still makes up the majority of fraudulent claims Aviva detect

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