Matthew Maxwell Scott, executive director at the Association of Consumer Support Organisations (ACSO) was asked will the LiP portal empower personal injury claimants?
“While doing something yourself – be it home improvements or a complicated soufflé – is rewarding, it is a stretch to call this empowering. So, it is with the self-service claims' portal. Tech-savvy consumers with time on their hands might well find the new process easy to navigate if it is well designed. Anything which results in people being compensated more quickly for their injuries is good news, especially if any savings are passed on through lower insurance premiums, as the Government has promised.
“But more vulnerable consumers or those with complex cases might find the going a little harder, so it is essential they are given the support they need and that all claims are treated equally, even if they seek professional support. Meanwhile the current plans will result in almost all children and protected parties making a minor [road traffic accident] claim being excluded from both the new and the old portal and therefore facing serious barriers to justice. This cannot be an outcome anyone wants to see. So, as things stand, the portal feels like a work in progress, not a source of empowerment.”