Council Insurers Deploy AI Lie Detector on Pothole Claim Without Consent
A retired nurse who sought compensation from her local council for pothole damage to her car was unexpectedly subjected to an artificial intelligence-powered 'lie detector' test during the claims process. Carolyn Hornblow, 73, received an automated phone call that utilised voice-analysing software to interrogate her about her claim, without prior notification or her consent.
Unexpected Automated Interrogation
Ms Hornblow was driving her Toyota Corolla at night on December 11 along a rural road near Dalbeattie when the vehicle struck a substantial pothole. Subsequently, a warning light illuminated on the dashboard, and a mechanic inspection revealed severe tyre damage likely caused by the impact, necessitating an £87 replacement.
After submitting a compensation claim to Dumfries and Galloway Council at the end of December, she received a questionnaire from their insurer, Zurich, requesting various documents including MOT and insurance papers. The insurer also asked for dashcam footage, which she did not possess, and a photograph of the damaged tyre, which had already been discarded following replacement.
"I wrote to the council and said if they need this extra information – which I don't believe they do – it should be more open about it earlier on in the process so people know what is needed," Ms Hornblow explained.
Clearspeed Technology Implementation
A second questionnaire later informed her about an automated call requirement, specifying it should occur in a quiet location and last approximately five minutes. During the call, she was questioned using Clearspeed technology, an AI system designed to identify fraudulent claims with a reported accuracy exceeding 90%.
"The call was made using Clearspeed technology which I later learned supposedly has an accuracy rate of more than 90 per cent," Ms Hornblow stated. "I was asked a number of questions – the first one was, 'Is this 1995?' which seemed an odd question; I didn't know why that was being asked."
Further inquiries included whether she possessed an email address, if she had claimed for a non-existent incident, and additional queries regarding her claim specifics. Only after concluding the call did she realise she had undergone a lie detection procedure.
"After the call, I realised this had been a lie detector and I thought, 'How dare you?' I was very cross as I hadn't consented to this," she expressed indignantly.
Council Investigation and Response
Following intervention by Ms Hornblow's local councillor, a Dumfries and Galloway Council finance officer investigated the matter. In a February 4 email, the officer acknowledged: "As for the worrying automated voice, this is a new tool that Zurich are using which is aimed at rooting out fraudulent claims and is as Ms Hornblow suggests a sort of lie detector."
The correspondence continued: "No one is suggesting Ms Hornblow's claim is fraudulent and as long as any claim is an honest one the claimant has nothing to worry about. We are told it is highly effective in rooting out fraudulent claims and is more than 90 per cent accurate just by asking a few simple questions."
The officer apologised for any distress caused to genuine claimants, adding that Clearspeed is intended to accelerate claims settlement while reducing fraud.
Broader Context and Council Statements
Dumfries and Galloway Council currently faces the United Kingdom's most severe pothole problem, with 16,819 documented potholes awaiting repair as of November 2025. The region leads national statistics, followed by Dundee, Stirling, East Renfrewshire, and East Lothian.
A council spokesperson clarified: "Our understanding on the use of Clearspeed technology is that this system is used by our insurers, Zurich, primarily to support the processing of small claims."
Zurich representatives explained: "Clearspeed is one of several validation tools we use. It works alongside other systems and means genuine claimants benefit from quicker settlements. Final decisions are always made by a claims expert."
When questioned about wider adoption, a spokesperson for Cosla, the council umbrella organisation, declined to comment on individual council practices.
Claimant Concerns and Process Delays
Local Facebook group discussions indicate pothole compensation claims in the area can require up to nine months for resolution. Ms Hornblow anticipates that after accounting for wear and tear deductions, she may receive only around £40 compensation.
"They are asking for a lot of information for the amount of money involved and subjecting people to lie detector tests – and it may be several months before the claim is completed," she remarked, highlighting the disproportionate burden placed upon claimants.
The incident raises significant questions about transparency, consent, and proportionality in local authority insurance claim procedures, particularly regarding emerging AI verification technologies applied to minor compensation claims.
