UK Personal Injury Consumer Research Report 2023

Published in April 2023 (PDF format, 38 pages), The UK Personal Injury Consumer Research Report 2023 analyses the findings from a consumer survey of 600 adults that have been through the claims process in the last 18 months. This report follows similar reports in 2018, 2019, and 2020 and, where relevant, results from the latest survey are compared with previous years.

CO NTENTS

EXECUTIVE SUMMARY.
Summary.
Incidents led by RTAs and accidents in a public place.
Insurers involved in a clear majority of RTA/whiplash claims but not solicitors.
Over half of all pay-outs are £5,000 or less so in the small claims limit.
A mix of funding models for claims but led by “no win no fee” deals.
Almost half shop around for advice but nearly as many go with their first option.
Digital routes are used the most to find an adviser and increasing in importance .
Half of those with RTA, whiplash, soft tissue claims found the process simple.
Awareness of OIC portal is low but majority would use an online solution.
Over a third involved in mediation at some stage in the claims process.
Only two PI brands have awareness levels above 50%.
Almost half willing to undergo an online medical examination.
INTRODUCTION.
OVERVIEW .
METHODOLOGY.
BACKGROUND.
Road traffic accidents lead the way.
PERSONAL INJURY CLAIMS.
Almost half only involve an insurer in their RTA and whiplash claims.
Various routes used to choose a legal adviser but digital sources increasing.
Almost half shop around when choosing a legal adviser.
CLAIMS PROCESS.
Advisers used led by insurers and solicitors.
Half of claimants agree that the claims process was straightforward.
CLAIMS FUNDING AND SETTLEMENTS.
Over half of all claim pay-outs fall into the small claims limit.
Mixture of claim funding options led by “no win no fee” deals.
Over a third involved in mediation at some stage in the claims process.
F ixed fees for clinical negligence claims.
A minority agree that fixed fees for CN claims up to £25,000 is a good idea.
AWARENESS AND USE OF PERSONAL INJURY BRANDS.
Awareness of most PI brands is relatively low, with just two passing 50%.
ONLINE OPTIONS - VIRTUAL EXAMINATIONS, HEARINGS, OIC.
Almost half happy for virtual medical check and more interest in online courts.
Limited awareness and use of Official Injury Claim portal.
MARKET TRENDS.
Volume declines across all claims categories in 2022.