Medics seeing surge in AI-generated complaints, says indemnity body

Healthcare professionals are experiencing a surge in Artificial Intelligence (AI) generated complaints from patients – many of which are long, complicated and could divert time away from patient care, according to Medical Protection.

Medical Protection, the world’s leading protection organisation for healthcare professionals, supports over 4,000 healthcare professionals in Malaysia and over 350,000 globally with medicolegal issues including clinical negligence claims, complaints and regulatory investigations.

Speaking at MPS’s annual Malaysia Medicolegal and Ethics Conference 2026, Dr Pallavi Bradshaw, Medical Director at MPS, said its members are finding the letters “extremely detailed and legalistic”. 

Addressing the issue further after the event, she added: “At Medical Protection, we are seeing a surge in AI generated complaints that are being sent to doctors and clinics.  These complaint letters can be 7 pages, sometimes longer. They are complicated, often quote questionable legal arguments, and some fail to remove the AI’s ‘coaching’ and common tells.

“These letters can create a phenomenal amount of work for doctors and clinic staff, because there is so much more information to trawl through to get to the bottom of the issue and understand what the patient would like to happen.

“Our members take patient complaints very seriously, and want to ensure they consider each one carefully. However, AI tools appear to be having the effect of lowering the thresholds around what patients will complain about, and also encouraging complaints to be made in the heat of the moment. This can be challenging to manage.

“Patients can be empowered by utilising AI in this way, but it can generate unnecessarily long and convoluted complaints. Unfortunately, the time spent trying to decipher detailed AI generated complaints is time doctors could be spending with their patients.

“Medical Protection supports doctors around the world, and this issue is not unique to Malaysia. Some of our members have found it useful to set a word count for complaints, others have requested particularly long or unclear complaint letters are resubmitted. In fact, AI tools – used differently - can be very effective in summarising lengthy text into more succinct points. 

“At Medical Protection we support members with complaints day in day out and of course members can request advice and assistance with managing complaints, however they have been generated, in the usual way.”

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