UK Personal Injury Consumer Research Report 2026
Published in July 2026 (PDF format, 32 pages), The UK Personal Injury Consumer Research Report 2026 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, 2020, 2023, and 2024 where relevant, results from the latest survey are compared with 2020. 2023 and 2024.
CO NTENTS
RTAs and accidents in a public place are largest categories. 4
Insurers involved in most RTA/whiplash claims. 5
Majority of all pay-outs are £5,000 or less. 5
No win no fee deals are joined by insurer funding as main financial models. 5
Various channels are used when someone is looking for a legal adviser.6
The claims process is not simple for half of claimants. 6
Claims process – use of online customer portals and apps growing. 6
Awareness and use of OIC is growing but only slowly. 7
A digital claims process would appeal to a majority. 7
Brand awareness stable but high awareness does not always mean high use. 8
RTAs and accidents in public places still the most common incidents. 10
Three main injuries cover cuts/abrasions, whiplash and psychological issues. 12
Insurers at the centre of most RTA and whiplash claims. 13
Insurers important as routes to legal advice but online sources also significant. 14
Only a minority shop around for a legal adviser. 17
Insurers and solicitors lead the way for claims advice. 18
Only a minority found the process simple but more accessing portals and apps. 20
CLAIMS FUNDING and SETTLEMENTS. 21
Majority of pay-outs are in the small claims limit. 22
No win no fee is main funding model but insurance is also important. 23
AWARENESS AND USE OF PERSONAL INJURY BRANDS. 24
Brand awareness is stable but high awareness does not always mean high use. 25
OIC and DIGITAL PROCESS.28
Awareness and use of Official Injury Claim portal growing but only slowly. 28
Some interest in a completely digital claims process and using AI30
