Aviva has reported detecting more than 18,400 suspect insurance claims across its brands in 2025, including those of Direct Line, with a total value of £233 million. This marks a record level of fraudulent claims for the insurer, although it is the first year that Aviva has combined fraud figures with Direct Line brands following its acquisition in July 2025.
Motor insurance fraud dominates
Looking solely at Aviva's UK general insurance business, excluding Direct Line brands, motor insurance fraud continues to account for the majority of fraudulent claims detected, representing over 70% of cases. 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, the insurer noted.
AI-generated images and manipulated documents
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 is employing advanced analytics and AI-enabled tools, supported by human oversight, to identify suspect claims earlier in the process.
Professional enablers in property claims
Professional 'enablers' are also increasingly involved in property claims, Aviva said, by inflating repair costs, contents values, and scopes of work. These actors help fraudsters submit exaggerated claims, driving up costs for insurers and honest customers alike.
Ghost broking scams target young drivers
Aviva detected more than 105,000 fraudulent insurance applications in 2025, with a growing proportion linked to ghost broking. 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.
Industry response and impact
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.'
The findings underscore the growing sophistication of insurance fraud and the need for continued investment in detection technologies to safeguard consumers and the industry.
