Pothole Damage Claim? Take a Lie Test!

A Woman’s Experience with a ‘Lie Detector’ Test for Pothole Compensation Claim

A woman from Dumfries and Galloway found herself in an unusual situation when her claim for compensation due to a pothole-damaged car was met with an unexpected twist. Carolyn Hornblow, a 73-year-old retired nurse, reported that she was subjected to what she described as a “lie detector” test by an automated phone call.

The system used voice-analysing software powered by artificial intelligence (AI) to detect potential fraud. This method is part of the process used by the insurers working with Dumfries and Galloway Council. However, Ms. Hornblow said she was not informed beforehand that the call would involve such a test, nor did she give her consent to participate.

She explained that the incident occurred on December 11 when she was driving at night and hit a pothole on a rural road near Dalbeattie. The following day, a warning light appeared on her Toyota Corolla, and a mechanic discovered that a tyre was badly damaged, possibly due to the pothole. The tyre was replaced at a cost of £87.

Ms. Hornblow filed a claim with Dumfries and Galloway Council at the end of December and received a questionnaire from their insurer. The form requested a range of documents, including MoT and insurance papers. It also asked for dashcam footage, which she did not have, and a picture of the damaged tyre, which had already been discarded after replacement.

She wrote to the council expressing her concerns, stating that if additional information was required, it should be made clearer earlier in the process so people know what to expect.

A second questionnaire was later sent, informing her about the need for the automated call. She was told it would take about five minutes and should be conducted in a quiet place. However, she was not aware of the nature of the call until it happened.

The call was made using Clearspeed technology, which she later learned claims an accuracy rate of over 90%. During the call, she was asked several questions, including whether the year was 1995, which she found confusing. Other questions included whether she had an email address and if she had claimed for something that did not occur.

After the call, Ms. Hornblow realized it was a form of lie detection and felt upset, as she had not been given prior notice or consent.

A Facebook group for the area suggests that pothole compensation claims can take up to nine months to resolve. Ms. Hornblow believes that, considering wear and tear, she may only receive around £40 for her claim.

She expressed frustration with the process, stating that the amount of information requested does not match the value of the compensation. Additionally, she feels that being subjected to a lie detector test is unnecessary and could cause distress to genuine claimants.

Following her concerns, a finance officer from Dumfries and Galloway Council investigated the case after her local councillor raised the issue. In an email dated February 4, the officer stated that the automated voice call was a new tool used by Zurich, the council's insurer, aimed at detecting fraudulent claims. He emphasized that no one was suggesting Ms. Hornblow's claim was fraudulent.

The officer added that Clearspeed is designed to speed up the resolution of claims while reducing fraud. He also apologized for any distress caused to Ms. Hornblow or other genuine claimants.

Dumfries and Galloway Council has the worst pothole situation in the UK, with 16,819 potholes waiting to be filled as of November 2025. The region is followed by Dundee, Stirling, East Renfrewshire, and East Lothian.

When asked if other local authorities were using Clearspeed, a spokesman for Cosla, the council umbrella body, declined to comment on individual councils' practices. A spokesperson for Dumfries and Galloway Council confirmed that the system is used by their insurers, Zurich, primarily for processing small claims.

Zurich also responded, stating that Clearspeed is one of several validation tools they use. It works alongside other systems to ensure genuine claimants benefit from quicker settlements, with final decisions always made by a claims expert.