UK Personal Injury Consumer Research Report 2024

Published in June 2024 (PDF format, 38 pages), The UK Personal Injury Consumer Research Report 2024 analyses the findings from a consumer survey of 520 adults that have been through the claims process in the last 18 months. This report follows similar reports in 2018, 2019, 2020 and 2023, where relevant, results from the latest survey are compared with previous years.

CO NTENTS

EXECUTIVE SUMMARY. 4

Summary. 4

No change in main incidents - RTAs and accidents in a public place. 4

Insurers at the centre of most RTA/whiplash claims. 5

Over half of all pay-outs are £5,000 or less. 5

No win no fee deals are still the most popular funding route. 6

Shopping around for advice increases to over half of respondents. 6

Digital platforms increasing in importance when looking for an adviser .6

Claims process – mixed views on simplicity or not of it. 7

Awareness and use of OIC portal is improving………slowly. 7

Mixed views on a digital claims journey but interest in online DIY claims. 7

Only two PI brands have awareness levels above 50%.. 8

Introduction. 9

Overview.. 9

Methodology. 10

BACKGROUND. 11

RTAs and accidents in public places are most common incidents. 11

PERSONAL INJURY CLAIMS. 13

Cuts and abrasions continue to be main injury followed by whiplash. 13

Insurers at the centre of most RTA and whiplash claims. 15

Online sources becoming more important when choosing an adviser. 16

Just over half shop around before choosing a legal adviser. 20

CLAIMS PROCESS. 21

Insurers and solicitors lead the way for advice but CMCs see their role shrink. 21

Mixed views on the ease of making and completing a claim.. 23

CLAIMS FUNDING and SETTLEMENTS. 24

Over half of all claim pay-outs are within the small claims limit. 24

No win no fee is main funding model but insurers also important. 26

Mediation for over a third while one-in-five would have liked some mediation. 27

fixed fees for clinical negligence claims. 28

Split decision on whether fixed fees for CN claims up to £25,000 is a good idea. 28

AWARENESS AND USE OF PERSONAL INJURY BRANDS. 29

Awareness for a third of PI brands increases while over half increase use. 29

OIC and a digital process. 33

Some increase in awareness and use of Official Injury Claim portal. 33

Some interest in a completely digital claims process and using the OIC. 35