Cyber insurance experts question whether most employees would know what 159 is and when to use it

159, the UK’s dedicated telephone number for helping people to safely contact their bank when they suspect financial fraud, has received more than one million calls, but cyber insurance experts at Everywhen are asking whether enough businesses and their employees know what these three numbers mean and when to use them.

The warning comes as the latest UK Finance Annual Fraud Report reveals criminals stole £1.28 billion through payment fraud during 2025, up 4% year-on-year. Authorised Push Payment (APP) fraud alone accounted for £576.4 million in losses, including £75.6 million in business losses. Everywhen believes the figures underline the importance of businesses preparing employees for increasingly sophisticated social engineering, where a fraudulent call may appear entirely genuine.

Neil D’Mello, Client Director at Everywhen, said: “The growing number of calls to 159 demonstrates just how important the service has become, but the question businesses should be asking is: would your employees know when to use it?  A scam call doesn’t necessarily sound like a scam anymore. Fraudsters can be professional, knowledgeable and reassuring. The warning sign may only come when that trust turns into pressure to act immediately.

“If somebody is telling you there isn’t time to verify who they are, that’s exactly when you should stop, hang up and call 159!”

Launched in 2021, the 159 service provides a simple route for people receiving unexpected calls about financial matters to end the conversation and independently contact their bank. Working on a similar principle to 101 for the police and 111 for the NHS, callers dial 159 and select their bank before being connected safely. The service now connects customers representing more than 99% of UK retail bank current accounts.

For businesses, Everywhen says its importance lies not just in the number itself, but in the behaviour, it encourages: stop the conversation, remove the pressure and verify independently. That principle can also be applied to unexpected requests apparently coming from suppliers, IT providers, customers or senior colleagues.

Telephone fraud can carry a disproportionate cost

The latest UK Finance figures also demonstrate why suspicious calls should remain firmly on the business radar. 17% of APP fraud cases in 2025 originated through telecommunications, these accounted for 28% of all APP fraud losses. Overall, APP fraud losses increased 19% to £576.4 million during the year, with 248,070 cases recorded.

Developments such as AI-assisted communications and voice cloning add another dimension to the threat, reinforcing why businesses should increasingly focus on verification rather than recognition. A familiar voice, professional manner or knowledge of an organisation should not automatically be considered proof that a caller is genuine.

Neil D’Mello added: “The question is no longer simply, ‘Does this sound like a scam?’ It should be, ‘Should I independently verify that this is genuine?

“Cyber scams continue to evolve in sophistication and can have significant financial and reputational consequences for clients. Brokers should understand how cyber-related information, alerts, and tools are being used within their advice and client service processes, and ensure appropriate oversight is in place. This can help reduce the risk of clients falling victim to fraud, phishing, social engineering, or other cyber threats”.

Ultimately, clients will continue to look to their broker for trusted professional advice and guidance, including risk management support, in helping them navigate an increasingly complex cyber risk landscape.

Neil concludes: “Cyber insurance can provide an important line of defence when an incident occurs, but resilience also depends on people and processes. Employees should feel confident stopping and challenging an unexpected request, regardless of how convincing the person making it seems to be. 159 is a simple example of that principle in action. It is well worth making sure that your employees are fully aware of these three very important numbers.”

For further information about cyber insurance, visit www.everywhen.co.uk/business-insurance/cyber-insurance