The post personal injury reform world is closer than you think. Although the small claims portal is due for implementation in April 2020, in truth the changes sweeping through the motor claims sector began well before then Chancellor George Osborne announced the government’s reformist intentions in November 2015.
Following a decade of austerity, insurers have needed to focus on managing costs. In motor claims, for example, the falling pound has pushed up the costs of imported parts; at a time when cars themselves have turned into expensive computers on wheels. Cost pressures (for both insurers and policymakers) coincided with the onset of technology, a panacea for all our problems, in that it could apparently square the circle of efficiency and improve the customer experience.
Finally, customers themselves are becoming more digitally-savvy. The public is increasingly comfortable with using technology to manage their lives, and it is a simple step to broaden the scope of technology to include the administration of civil justice, isn’t it?
This short report shines a light on what the public thinks about technology in the civil justice system, especially where insurance claims are concerned. We conclude that while there is a growing acceptance among customers that technology has a role in settling their claim, a significant minority would prefer human interaction, or at least the opportunity to interact with a human when they need help.