CONSUMER WILLINGNESS TO SUBMIT A CLAIM ONLINE INCREASING BUT MORE CAUTION ON ONLINE REHABILITATION AND COURT HEARINGS
The latest consumer research findings from IRN Research show that half of the personal injury (PI) cases covered by the research would fall under the £5,000 small claims limit. Many consumers would be concerned about dealing with these cases themselves particularly if they had to provide evidence that it was someone else’s fault, or if they had to prepare court forms or represent themselves in court. However, the percentage of individuals that would be willing to submit all their documents to an online portal in a relatively simple PI claim has passed the 50% mark for the first time this year.
COVID-19 has seen more online court hearings, online medical examinations, and online rehabilitation programmes taking place but the jury is out on whether claimants would want these to become the usual way of doing this. Almost half would be willing to have a medical examination online but far fewer – around a third – would want to deal with their rehabilitation online or have an online court hearing.
Almost half managed to deal with the claims process by only using their insurance company. Another 24% used a legal representative alongside their insurers, and another 14% only used a legal advisor.
Client satisfaction with the services offered by PI practitioners has increased slightly this year while the main factors individuals look for when selecting a legal advisor are speed of service and helpfulness and friendliness of staff. Cost of service, which was joint top last year, has slipped to third.