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

Intelligent claims automation company Sprout.ai surveyed more than 2,000 consumers across the UK to understand the scale of the problem and how artificial intelligence (AI) could potentially 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 waited more than six months, and 8% have waited more than a year
• 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 wellbeing. 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 in the UK since 2008, the pressure on insurers to speed up claims handling is mounting. For Sprout.ai, the answer lies in automation – and the research suggests consumers agree:

• 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, while 16% would cancel their coverage altogether
• 16% said they would leave their insurer a bad review online if faced with long delays.

Amir said: “We’ve seen firsthand 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.”

ITIJ recently explored how AI could improve the efficiency of travel insurance claims processes.