SolutionsInsurance
The claim is real. The caller moving the payout is not.
Redirecting a payout takes one call and a plausible policyholder. Some calls open with a real person and hand over to a synthetic voice once verification is done, which is why Trueline keeps listening after a clear.
- At risk
- Payout account changes, policy loans, beneficiary changes
- Arrives on
- Claims and policy servicing lines
- On a flag
- The payout change goes to review, not through the agent
- First verdict
- About twelve seconds of the caller's speech
In your call
A clear at twelve seconds is not the last word.
Trueline scores the whole call. When the voice changes after verification, two confident windows overturn the earlier clear, well before the payout details are touched.
a payout redirection, with a hand-overthe call, as your agent runs it
- 0:00Policyholder verified
- 0:12Clear so far, still listening
- 0:38Claim discussed
- 0:40The voice on the line changes
- 0:46Clear overturned, flag sent
- 1:18Payout account changedthe money is redirected here
Why now
£638,000
of claims fraud found every day in 2025 by one UK insurer, with more claims backed by AI-generated images and documents.
Source: Aviva · June 2026 ↗The call your agent hears
“About my claim: can the payout go to a different bank account?”
A policyholder's cloned voice calls to send a claim payout somewhere new.
On a flag
A flag is advice. Your call flow decides.
Trueline never ends or blocks a call. It tells the systems your team already works in, with the reason, and the response stays yours.
01
Agent screen
The handler sees the clear turn into a flag mid-call and stops short of changing the payout details.
02
Fraud team
A case opens with the call record attached: the rule that fired, the scores and the time.
03
Call flow
Your claims system reads the verdict and sends the payout change to review instead of completing it on the call.
What insurers ask first.
Every answer here is what the system does today. Where the honest answer is a weakness, it is written as one.
Detection performance →01What if the call starts with a real person?
Then the first verdict is a clear, and it is marked provisional. Trueline scores a four-second window every two seconds for the whole call, not only at the start.
If a synthetic voice takes over, two confident windows inside thirty seconds overturn the clear and the flag is sent. A flag, once raised, is final for that call.
See the timeline →02Does it stop the payout?
No. Trueline never ends a call and never touches your claims system. The flag leaves as a signed event with the reason attached, and your policy decides what happens next.
Most teams route the payout change to review, which is a step they already have.
03Is the call audio stored?
No. Audio is held in memory for at most eight seconds while it is scored, then discarded. Nothing is written to disk and nothing is transcribed.
What is kept is the scores and the verdict, for a retention period you set, which can be zero.
How we hold your data →Bring one queue. We will show you its calls.
A pilot runs on one number or one queue for a week, beside everything you already have, and ends in a written report of what was flagged and why.