Does the Fraudster Know Your Customer Journey Better Than You?
Many insurance carriers have made major strides in connecting digital experiences across quote, service and claims. But when identity isn’t consistently verified across those touchpoints, the same connectivity designed to improve customer experience can create new exposure. Recent incidents across the insurance industry highlight this risk, and the issue often isn’t a single vulnerability. It’s the small gaps that appear across the digital journey. A moment designed to make quoting faster or service easier can become an opening if identity isn’t consistently verified. Fraudsters understand these workflows well and tend to target the least protected moments.
The bigger question for insurers is how to strengthen identity protection across the customer journey without disrupting the systems and digital customer experiences they have spent years building.
Today, no network sees everything, and no platform stops every attack. But there is a profound difference between facing the fraud ecosystem with the intelligence of your own organization and facing it with the combined signals of billions of transactions across dozens of industries and hundreds of countries. One tells you what happened to you. The other, the LexisNexis® ID Compass Platform, can often tell you what’s coming before it arrives. By applying that broader view, organizations can anticipate patterns of fraud and respond more effectively.
Connecting Identities, Reducing Risk
Today’s post-breach world means insurance carriers can no longer rely on legacy approaches to ensure data security. Effective fraud risk management begins the moment a proposed insured appears on your radar, online or offline.
The LexisNexis® ID Compass platform, which includes eight key products, helps insurers close identity verification gaps across the customer journey. By combining digital intelligence, identity verification and authentication capabilities with a broad set of physical and digital signals, it delivers deeper insight into potential risks. Drawing on billions of transactions across industries and geographies, ID Compass enables carriers to assess and respond to risk with greater confidence while maintaining a seamless, low‑friction experience for legitimate customers.
ID Compass is built around questions most carriers cannot yet answer with confidence.
- Is this a real person making a genuine inquiry, or a bot harvesting data?
- Is this person who they say they are?
- Is this really my customer calling, logging in or making changes?
- Is this the person I insured who is filing a legitimate loss?
Insurers need sophisticated, layered fraud defense approaches to address these challenges. Organizations that can demonstrate identity controls across the full customer journey not only strengthen their defenses but may also better align with applicable state regulatory requirements. Most importantly, customers feel safer and more supported as they navigate your platforms during critical moments in their day.
Fraudsters have no respect for the boundaries between your systems.
Your customer is on a journey through insurance. So is the fraudster. Most security systems were built for simpler times, by different teams, solving different problems, never designed to share identity intelligence with each other. Those gaps create pathways for fraud to move with intent. But your response can move just as purposefully by using the integrated capabilities within the ID Compass platform.
At the Quote
Not every quote request comes from a real person. It may be entirely synthetic. Bad actors can construct fragments of real people to deceive your platform.
According to LexisNexis® Risk Solutions research, synthetic identity theft grew significantly in 2025 to 11% from the previous year’s 1.4%. What was once an anomaly is now a strategy.1
At the point of quote, LexisNexis® ThreatMetrix®, LexisNexis® BehavioSec® and LexisNexis® InstantID® work together to provide a multi-layered view of risk, combining device intelligence, behavioral intelligence and identity verification to help ensure the person requesting a quote is who they claim to be. LexisNexis® Emailage® scores the risk associated with an email address the instant it is entered, drawing on one of the largest cross-industry data networks in the world. LexisNexis® Phone Finder connects the phone number provided to the identity claiming ownership, flagging ported numbers and VoIP lines before they become a problem.
At the service stage
Your customer is reaching out to your service team. But is it really them? Account takeover lives here. So does call center social engineering and ported phone number exploitation. LexisNexis Risk Solutions analysis of 116 billion transactions found that attacks on “details change” events—policy modifications, payment updates, address changes—rises year over year.
These attacks succeed when insights from the quoting process aren’t consistently carried into the service experience. When intelligence isn’t fully shared across systems, the same stolen identity probing your quoting tool in January may be in your service portal by March, and your platform has no way to recognize it.
In the service experience, defense starts with understanding not just who is attempting to log in, but whether their device, location and behavior align with the legitimate account owner. LexisNexis® Threatmetrix® helps assess device intelligence, IP address signals and behavioral patterns in near real time to flag potential risk before access is granted. When more assurance is needed, step-up authentication can be applied with a range of options such as one-time passcodes, knowledge-based authentication or document and identity verification.
ThreatMetrix deploys device fingerprinting to catch the returning fraudster on a different device, LexisNexis® BehavioSec® reads behavioral intelligence: The way a person types, scrolls and moves through a device to reveal when the pattern no longer corresponds to the account holder.
Phone Finder continues working at the service stage, while LexisNexis® One Time Password (OTP) steps in when risk signals spike, confirming the person contacting you holds the device registered to the account.
At the claim
This is the "moment of truth" in the customer journey, yet it remains the most vulnerable to scammers who manipulate initial accident reports, hijack settlement payments or insert fake "ghost" victims into the payout process. According to internal LexisNexis Risk Solutions research, 85% of identity fraud now leverages generative AI. Hackers are churning out flawless fake IDs, deep-fake video selfies and synthetic personas. This is an automated onslaught that legacy verification systems simply weren't built to stop.
LexisNexis® IDVerse® checks the authenticity of the photo ID document itself by running up to 300 authenticity tests on the ID submitted. Then, it uses biometric face matching to confirm a person taking a live selfie is the same person shown in the photo ID.
Seeing the Full Picture of Identity Risk
To the customer, the process is seamless and consistent. No one feels singled out, because the verification steps adjust naturally depending on how they navigate the journey, keeping the right amount of friction while maintaining security. The customer simply sees the quote coming back quickly or experiences a well-handled call.
Fraud doesn’t respect the boundaries between systems, stages or departments. It moves across quotes, service interactions, and claims with purpose, exploiting any gaps in visibility or verification. For insurers, the solution isn’t just a single tool or checkpoint — it’s a connected, layered approach to identity intelligence that spans the entire customer journey.
LexisNexis® ID Compass enables carriers to see the full picture, respond to risk in near-real time and maintain a seamless experience for legitimate customers. By connecting identity signals from quote to claim, carriers not only reduce fraud and operational burden, but they also build trust and confidence with customers.
In today’s digital first, post-breach world, organizations that adopt a connected identity strategy are better equipped to stay one step ahead of fraud, protect their customers, and turn risk into a competitive advantage.
1LexisNexis® Risk Solutions Cybercrime Report 2026
2LexisNexis® Risk Solutions Cybercrime Report 2025
3LexisNexis® Risk Solutions internal data
