Brits losing sleep over slow health insurance claims – and they’re ready for AI to step in

New research from Sprout.ai highlights long wait times for health insurance claims and the impact on UK consumers

Long delays in health insurance claims processing are taking a serious toll on UK consumers, with many experiencing stress, sleepless nights, and in some cases, avoiding medical treatment altogether.

A new report by intelligent claims automation engine Sprout.ai, which surveyed 2,000 Brits, highlights the scale of the problem and how AI-driven claims processing could provide a solution.

Key findings from the report:

• 32% of Brits have waited over a month for a health insurance claim to be processed; 24% have faced delays of more than six months.
• 8% have waited more than a year for their claim to be resolved.
• 23% say they’ve lost sleep worrying about a claim being delayed or denied, rising to nearly half (47%) of those aged 25-34.
• Nearly one in five (18%) have put off or avoided seeking medical treatment due to fears over coverage issues, delays, or claim denials.
• 17% worry that long waits for claims processing could make their health condition worse.

Roi Amir, CEO of Sprout.ai, said: “Long delays in health insurance claims processing don’t just create inconvenience – they can have serious consequences for people’s well-being. This research highlights just how much of an emotional toll slow claims resolution can take on individuals, especially younger policyholders. Insurers must find ways to speed up their processes and improve customer experiences.”

With private health insurance uptake at its highest level since 2008, the pressure on insurers to speed up claims handling is mounting. Yet, the research suggests a potential solution: automation.

The role of AI in claims processing:

• 59% of consumers say they would be open to an AI-driven claims process if it meant faster, more accurate resolutions.
• 65% of 18-24-year-olds support AI-driven claims processing.
• 46% would feel more comfortable with AI handling their claims, particularly given the sensitive nature of health information.
• Nearly half (46%) would consider switching insurers if they experienced long claim delays; 16% would cancel their coverage altogether.
• 16% said they would leave their insurer a bad review online if faced with long delays.

Amir says claim delays are an industry-wide issue: “The health insurance industry in the UK is growing rapidly, but this comes with real challenges around customer expectations for speed and accuracy. Our research shows that long wait times aren’t just frustrating – they can cause real stress and even impact people’s health.

“We’ve seen first-hand how AI can help insurers process claims faster and more fairly, reducing delays and improving outcomes for customers. The findings suggest that, rather than fearing automation, many people would embrace it if it meant getting claims resolved more quickly and with greater transparency.”

Despite some insurers being slow to embrace automation, the research suggests consumers are increasingly open to change. With more than half (59%) believing AI could remove human bias from claims decisions, the report highlights a shift in public perception towards automation in health insurance claims processing.

Image provided by Sprout.ai

Francesca Kaye