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United Kingdom Personal Injury Consumer Research Report 2020

  • ID: 5178312
  • Report
  • October 2020
  • Region: United Kingdom
  • 54 Pages
  • IRN Research
Consumer Willingness to Submit a Claim Online Increasing but more Caution on Online Rehabilitation and Court Hearings


  • Accident Advice Helpline
  • Cooperative Legal
  • Fieldfisher
  • Hudgell Solicitors
  • Lyons Davidson
  • Slater & Gordon

The Personal Injury Consumer Research Report 2020 is the third annual edition of this report from the publisher, offering insights into consumer behaviour, perceptions, brand awareness, and opinions. This report is based on responses from 514 consumers involved in a personal injury or clinical negligence incident.

  • The latest consumer research findings 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, helpfulness and friendliness of staff. Cost of service, which was joint top last year, has slipped to third.
  • Consolidation in the sector is likely to continue and gather pace in the next year and over half of the leading PI brands covered in the survey (13 out of 23 brands compared) have increased awareness since the last survey.

Brands measured for awareness and use are:

Accident Advice Helpline, Admiral Law, Bott & Co, Carpenters, Cooperative Legal, DAS Law, DLG Legal, Express Solicitors, Fieldfisher, First4Lawyers, Fletchers Solicitors, Harris Fowler, Hudgell Solicitors, InjuryLawyers4U, Irwin Mitchell, Leigh Day, Lyons Davidson, Michael Halsall Solicitors, Minster Law, National Accident Helpline, New Law Solicitors, Patient Claim Line, Slater & Gordon, Stewarts Law, Thompsons Law, Thorneycrofts, Winn Solicitors.

Note: Product cover images may vary from those shown


  • Accident Advice Helpline
  • Cooperative Legal
  • Fieldfisher
  • Hudgell Solicitors
  • Lyons Davidson
  • Slater & Gordon

Executive Summary

  • Summary
  • Incidents led by RTAs and accidents in a public place
  • Majority of claimants involve an insurer but not always a solicitor
  • Half of pay-outs are £5,000 or less, so in the proposed small claims limit
  • Funding led by “no win, no fee” deals but other models are important too
  • Almost half shop around for legal advice
  • Speed and helpfulness of staff are key choice factors
  • General satisfaction with claims advice is improving
  • Individuals dealing with their own claims is a concern for many
  • Over a third involved in mediation at some stage in the claims process
  • Over half of the leading PI brands have increased awareness in 2020
  • Post-COVID 19 - consumer interest in online medical examinations


  • Overview
  • Methodology
  • Abbreviations


  • Road traffic accidents lead the way
  • Over half would be willing to use an online claims portal

Personal Injury Claims

  • Almost half only involve an insurer in their RTA and whiplash claims
  • Various sources used to choose a legal advisor
  • Over half agree that whiplash is a genuine injury
  • Most claimants did not immediately consider a claim

Claims Process

  • Range of advisors used, and most consider their credentials and accreditations
  • In 2020, less than half of claims are settled out of court
  • Less than half state that the claims process was simple

Claims Funding and Settlements

  • Half of claim pay-outs are up to £5,000, and 20% are over £25,000
  • Various funding options but “no win no fee” still the most popular
  • Legal expenses insurance forms part of other policies or memberships for most
  • Over a third involved in mediation at some stage in the claims process

Small Claims, Fixed Fees for Clinical Negligence Claims

  • DIY small claims - some LIPs would struggle in court and in negotiations
  • Mixed views on fixed fees for clinical negligence claims

Legal Services Providers - Selection and Satisfaction

  • Almost half shop around when choosing a legal advisor
  • Speed of service and helpfulness of staff are top of the choices for claimants
  • Claimant satisfaction levels with their advisor have been consistently high

Awareness and Use of Personal Injury Brands

  • Awareness of more than half of the PI brands increased in 2020
  • InjuryLawyers4U leads awareness of TV ads

COVID-19 and Virtual Examinations and Hearings

  • Consumer interest in online medical examinations

Market Trends

  • RTAs and industrial accidents declining but claims against the NHS increase
  • Improved market growth in 2019 but unlikely to be sustained

List of Figures

Figure 1 Survey sample - demographic breakdown
Figure 2 Personal injuries suffered, 2018 - 2020
Figure 3 Attitudes about pursuing a personal injury case, 2018-2020
Figure 4 Major types of injury or disease/illness suffered, 2018-2020
Figure 5 List of specific injuries/illnesses suffered, 2018-2020
Figure 6 Sources used to make a claim, 2018 -2020
Figure 7 Sources used to find a legal representative, 2018-2020
Figure 8 Proposed changes to the treatment of whiplash - consumer views 2018-2020
Figure 9 The intention to claim for an accident or disease/illness, 2018-2020
Figure 10 Organisations contacted to settle a claim, 2018-2020
Figure 11 Accredited law firms/solicitors/barristers, 2018-2020
Figure 12 How claims were completed, 2018-2020
Figure 13 Total claim pay outs, 2018-2020
Figure 14 Deductions from the final compensation - summary, 2018-2020
Figure 15 Deductions from the final compensation - detailed data, 2018-2020
Figure 16 How claims are financed by type of settlement, 2018-2020
Figure 17 Ownership of legal expenses insurance, 2018-2020
Figure 18 Arbitration or mediation involved, 2020
Figure 19 Ease of undertaking a case without legal advice, 2020
Figure 20 Ease of undertaking a case without legal advice, 2018-2020
Figure 21 Fixed recoverable fees for clinical negligence cases - % agreeing, 2018-2020
Figure 22 Claimants making a choice between providers, 2018-2020
Figure 23 Main drivers of advisor choice, 2018-2020
Figure 24 Rating of advisors by claimants (score between 1 and 5), 2018-2020
Figure 25 Detailed satisfaction ratings of advisors (%), 2020
Figure 26 Brand awareness of personal injury companies, 2020
Figure 27 Awareness of PI brands, 2018 to 2020
Figure 28 Use of PI brands, 2018 to 2020
Figure 29 Brand awareness of selected PI companies - TV advertising, 2018-2020
Figure 30 Online versus physical consultations, court proceedings (% agreeing), 2020


Note: Product cover images may vary from those shown


  • Accident Advice Helpline
  • Admiral Law
  • Bott & Co
  • Carpenters
  • Cooperative Legal
  • DAS Law
  • DLG Legal
  • Express Solicitors
  • Fieldfisher
  • First4Lawyers
  • Fletchers Solicitors
  • Harris Fowler
  • Hudgell Solicitors
  • InjuryLawyers4U
  • Irwin Mitchell
  • Leigh Day
  • Lyons Davidson
  • Michael Halsall Solicitors
  • Minster Law
  • National Accident Helpline
  • New Law Solicitors
  • Patient Claim Line
  • Slater & Gordon
  • Stewarts Law
  • Thompsons Law
  • Thorneycrofts
  • Winn Solicitors
Note: Product cover images may vary from those shown