New injury claims portal could be failing motorists
New government portal to protect against fraudsters called into question
Is the UK Government’s new Official Injury Claim portal working? Not according to a leading accident management expert.
It believes it has added a significant level of complexity to crash claims for young people. Having to estimate the cost of injuries under the new process, without medical advice or assistance, could mean motorists receive unfair and unjust settlements.
Give and take
Call Brian, an automated accident management company, has called into question the Government’s new ‘Whiplash Reform Programme’. The programme went live on 31st May.
It’s designed to reduce the amount of illegitimate whiplash claims made under old rules. But according to Call Brian chairman, Russell Atkinson, it’s causing new problems. He highlights the lengthy admin involved, as well as the detailed knowledge required to assess the complexity and duration of any medical injuries incurred.
Innocent and vulnerable
Young and first-time drivers are likely to be the most adversely affected drivers. Their investment and time learning to drive and insuring vehicles has been significant and is now likely to be followed by difficult claims processes.
“Young drivers are particularly vulnerable in this market,” said Russell Atkinson.
“Buying your first car, the insurance associated with it – it’s a big investment. But what we are really pinpointing here, in terms of the new injury claims process, is the cost of complexity.
“It’s completely impossible for drivers to understand the full cost of whiplash for example. It could have you off work or university for a days, months or even a year. Without first going to a medical professional or having that sound advice, you are completely in the dark.”
Processes
Under new rules, motorists can now log their claims through the UK Government’s Official Injury Claim portal. These claims are valued at under £5000.
Never-the-less, the complexity of the claim process appears to be undermining the system. Motorists must follow a legal 64-page guide and develop a good understanding of the online system.
The onus is on drivers to estimate the cost of any additional injuries incurred in motor accidents. This means drivers could be receiving lower compensation claim payouts than they deserve.
“90% of accidents fall under the new process, but by return, compensation values will be lower,” states Atkinson.
“The Government introduced this new process to ween out the fraudsters looking for an easy payday,” he adds. “But I would argue that this has now come at the cost of genuine claimants”.
Accurately assessing the extent of injuries is difficult at the best of times. Given the lack of assistance or clarity given with the new portal, thousands of pounds could be lost.
“But a solution is available – claims management firms, like us, that turn the process into a simple interaction – no hassle, no delays and no detailed understanding medical and legal terminology.”
For better and worse
Atkinson believes that claims firms such as his offer a specialist service to help. They can understand the complexities, and help claimants avoid going directly to the Government’s new portal. Free of charge, they take a cut of the eventual payout. For this they can carry out ID checks, prepare retainer documentation, send automatic chaser messages to clients and schedule medical appointments.
The Government’s plans are intended to defeat whiplash fraudsters. However, could they be undermining legitimate victims?