Personal Injury – New consumer research finds majority of claims are up to £5,000 but most individuals would not want to take on these claims themselves

12 Sep 2018

The latest consumer research findings from IRN Research show that a clear majority of claim pay-outs – 65% – are up to £5,000, and these would fall under the new small claims limit set to be introduced in 2020.  However, only 20% of survey respondents would be happy to take on a claim on their own through the small claims court.

In particular, if individuals had to deal with the claims process themselves, there would be concerns especially about dealing with court forms, representing themselves in court, negotiating a financial settlement with the defendant.

The Personal Injury Consumer Research Report 2018 is the first in a series of new reports from IRN Research (branded as Orchard Reports) on the legal services market and offering insights into consumer behaviour, perceptions, brand awareness, and opinions. This report is based on responses from 567 consumers involved in a personal injury or clinical negligence incident.

Other headlines from the survey include:

  •  A majority – 55% – do not shop around when looking for a legal advisor.
  • Various channels are used to find a legal representative but digital routes lead the way. Social media seems to be becoming more important although price comparison and consumer reviews sites have yet to generate widespread use.
  •  Awareness of specific claims management companies is relatively high, less so for leading law firms. However, only one PI brand – National Accident Helpline – has an awareness level of over 50%.
  •  When asked what factors would be important when selecting a legal services provider for PI work, the top response was how much the service costs (41%).
  • A clear majority – 68% – believe that more people are lodging claims than ever before although this is out of step with the real picture, i.e. claims have been falling.
  • More are in favour of fixed fees for clinical negligence cases than against.…………and there is much more analysis/results from the 30 questions asked to individuals. See the Contents Page on the next page for a summary of key themes covered.

The Personal Injury Consumer Research Report 2018, and the detailed dataset of all survey results with a demographic analysis is available directly from IRN Research, priced at £2,500 (plus VAT).
Discounts for report purchase only, dataset only, or purchases of extracts.

Through the year, there will be other Consumer Research reports on conveyancing, family law, wills & probate, employment law, consumer legal services. The discounted annual subscription to all reports is £7,500 plus VAT, plus there are discounts for purchases of more than one report.

Fo details of the content of the report visit our reports page at

Further information and purchases at


IRN Team

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