“During these unprecedented times, it was more imperative than ever that insurers and claimant firms collaborated to ensure that consumers could continue to resolve their claims.”
Those were the words of Association of British Insurers (ABI) general insurance policy director James Dalton when it was announced that the temporary measures on personal injury claims resolution were no longer in place. The measures were introduced last year through an ABI and Association of Consumer Support Organisations (ACSO) statement of intent.
According to a joint release, the trade bodies have agreed that the measures are now either common practice or not needed anymore amid improved circumstances. They cited, among other things, the changes in how people work, the impact of the Civil Liability Act, and the vaccination programme’s success.
ACSO executive director Matthew Maxwell Scott commented: “The ABI/ACSO statement of intent was always intended to be temporary, but it’s welcome that many of its very sensible and consumer-friendly measures have now become part of business as usual.
“That the agreement lasted so long is as a result not just of the length of the pandemic but also the spirit of partnership we fostered in a sector not always known for close cooperation.”
It was noted that payments are now routinely being made through direct bank transfers instead of by cheque, while remote medical examinations have become the norm.
“Even though the statement of intent is being concluded,” said Dalton, “we are pleased that many of the measures put in place have become embedded practices which will benefit consumers. It has demonstrated that positive engagement between insurers and claimant firms can be beneficial to everyone, and we hope that it will lay the foundations for future collaboration.”
Meanwhile, Maxwell Scott added: “We look forward to working together more with our insurer colleagues on shared consumer issues such as encouraging alternative dispute resolution, tackling fraud, and working to make sure that regulation is proportionate and fair.”
