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United Kingdom Personal Injury Consumer Research Report 2023: Clear Majority of Claims Are Valued at £5,000 or Less But Individual Awareness and Use of OIC is Very Low

Dublin, May 25, 2023 (GLOBE NEWSWIRE) -- The "UK Personal Injury Consumer Research Report" report has been added to's offering.

The Personal Injury Consumer Research Report 2023 provides an analysis of results from a survey of 600 individuals going through the claims process in the last 18 months. Where possible in the report, the latest survey results are benchmarked against results from previous surveys in 2020, 2019, and 2018.

Selected findings:

The Official Injury Claim (OIC) portal was introduced as a new free and independent service for people injured in a road traffic accident (RTA) to claim compensation without legal help (In England and Wales). Our latest survey shows that there is still a long way to go before many individuals abandon professional advisers and deal with a claim themselves.

First, the percentage of individuals taking on a claim themselves has been very low in every year since our survey began in 2018 - fewer than 10% - and this has not changed in 2023.

Awareness of the OIC amongst individuals going through the claims process in the last 18 months is also relatively low, and actual use is extremely low, while many of those that have heard of it are likely to have come across it via their professional adviser.

Nevertheless, another survey result does show that a majority of individuals would be willing to complete the claims process themselves via an online platform offering some encouragement for increased personal use of the OIC in the future.

A clear majority of claims in the 2023 survey - 58% - fell into the small claims limit, i.e. compensation received was £5,000 or less. However, the overwhelming majority of these will have been dealt with by professional advisers. Despite many smaller PI law firms and claims management companies (CMCs) leaving the small claims sector in the last two years, the key role played by professional advisers in these smaller claims remains.

While individuals have been reluctant to use online claims solutions directly so far, they have embraced digital sources and platforms to find a legal adviser. A mixture of sources has been used to find an adviser but the role of online routes is slowly increasing, especially search engines, direct online content from providers, social media channels, and consumer review sites.

Compulsory mediation is being proposed by the Ministry of Justice (MoJ) as part of attempts to reduce litigation. The incidence of effective mediation in PI claims has increased marginally in 2023, compared to the previous survey, but it is still only used in a minority of claims - 25%.

Almost half of those responding say that they would be willing to undergo an online medical examination but there is still almost 4 out of 10 that would want to see a medical professional in person for an examination. Only just over a third would be comfortable undergoing an online rehabilitation programme

Key Topics Covered:


  • 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


  • Overview
  • Methodology


  • Road traffic accidents lead the way


  • 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


  • Advisers used led by insurers and solicitors
  • Half of claimants agree that the claims process was straightforward


  • 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


  • A minority agree that fixed fees for CN claims up to £25,000 is a good idea


  • Awareness of most PI brands is relatively low, with just two passing 50%


  • Almost half happy for virtual medical check and more interest in online courts
  • Limited awareness and use of Official Injury Claim portal


  • Volume declines across all claims categories in 2022

Companies Mentioned

  • Admiral Law
  • Bolt Burdon Kemp
  • Bott & Co
  • Carpenters
  • DAS Legal
  • DLG Legal
  • Express Solicitors
  • First4Lawyers
  • Fletchers
  • Harris Fowler
  • Hudgells Solicitors
  • InjuryLawyers4U
  • Irwin Mitchell
  • Leigh Day
  • Lyons Davidson
  • Minster Law
  • National Accident
  • New Law
  • Patient Claim Line
  • Slater & Gordon
  • Stewarts
  • Thompsons
  • Thorneycrofts
  • Winn Solicitors

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