Background
This research into consumers’ direct experiences confirms the importance of high-volume consumer claims (claims) as a mechanism for access to justice. But it also highlights serious concerns in how the sector is operating and whether consumers are able to make informed decisions.
Recognising the range of concerning issues arising in this growing sector – with millions of consumers having taken out claims in recent years – we have been expanding our evidence base to provide a fully-rounded perspective on how this sector is working. So, alongside other work to tackle these concerns, we commissioned independent research from YouGov to better understand consumers’ experiences in the claims sector. This is one of the first large-scale, nationally-representative studies of its kind.
The research explores awareness, behaviours, outcomes, and risks, including where consumers may be vulnerable or disadvantaged. It shows that while consumers see claims as an important route to redress, there are significant gaps in consumer understanding, particularly when signing up, and areas where consumer experiences are poor.
I wonder whether we would've pursued it had we known at the beginning it was going to be that much time. And as we've now signed up, we appreciate that they can now literally come and say, oh, we now need you to travel for four days to York and you've got to do this. And we're kind of obliged to do it. I want to see it through. So I'll kind of do whatever now because we've invested that much time and effort in it. You don't want to back out.
53, Male, East Midlands Holiday sickness, ongoing claim, used law firm
