UK Personal Injury Consumer Research Report 2025
Published in June 2025 (PDF format, 36 pages), The UK Personal Injury Consumer Research Report 2025 analyses the findings from a consumer survey of 580 adults that have been through the claims process in the last 18 months. This report follows similar reports in 2018, 2019, 2020, 2023, and 2024 where relevant, results from the latest survey are compared with previous years.
CO NTENTS
RTAs, accidents in a public place lead the way but psychological injuries growing. 5
Insurers involved in most RTA/whiplash claims. 5
Just over half of all pay-outs are £5,000 or less. 5
No win no fee deals are joined by insurer funding as main financial models. 6
A minority shop around when looking for legal advice. 6
Digital platforms increasing in importance when looking for an adviser .6
Claims process – use of online customer portals and apps. 7
Awareness of OIC unchanged but use of portal improves a bit. 7
More individuals would accept a digital claims journey. 7
For the first time, no PI brand reaches 50% awareness. 8
RTAs and accidents in public places still the most common incidents. 11
Cuts/abrasions top injury list followed by whiplash and psychological injuries. 13
Large majority of RTA and whiplash claims involve an insurer. 15
Online sources increase their importance when choosing an adviser. 16
Fewer shopping around for a legal adviser compared to previous surveys. 20
Insurers and solicitors lead the way for claims advice. 21
Mixed views on ease of completing a claim, 4 out of 10 used a customer portal23
CLAIMS funding and SETTLEMENTS. 24
Over half of pay-outs are in the small claims limit and more are less than £1,000. 24
No win no fee is main funding model but insurance is also important. 26
Mediation use is growing but still a minority. 27
AWARENESS AND USE OF PERSONAL INJURY BRANDS. 28
No PI brand is known by a majority of claimants. 28
No increase in awareness but some increase in use of Official Injury Claim portal32
Some interest in a completely digital claims process and using the OIC. 34
