ACSO Demands Reform as Injury Claim Portal Reaches Four-Year Mark
As the Official Injury Claim (OIC) portal marks four years, the Association of Consumer Support Organisations (ACSO) is urging the government to review its effectiveness, highlighting ongoing issues and unmet promises in personal injury law reforms
The OIC, which deals with minor injury claims under £5,000, has processed over a million cases but is still criticised for being complex and difficult to access. Claims Media reports that ACSO questions whether insurers have delivered the promised £35 annual savings per motor insurance policy, as costs remain at record highs.
ACSO highlights that personal injury claims have dropped by 50% since 2018, despite steady vehicle numbers and mileage. Many claimants may be put off by the process, which was intended to be simple but is used without help by only 10% of people. In addition, over 500,000 mixed injury claims remain stuck despite a 2024 Supreme Court ruling meant to resolve them.
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Despite expectations that the backlog of mixed injury claims would ease following the Supreme Court’s decision, ACSO notes that progress has stalled. Additionally, delays in the County Courts mean cases that cannot be resolved through the portal often take over a year to be heard, allowing insurers to postpone settlements further.
Along with pressing the Financial Conduct Authority to release its findings on insurer savings, ACSO calls on the Ministry of Justice to review the Civil Liability Act and address delays in the County Courts. It also demands the reinstatement of the Motor Insurance Taskforce to improve industry transparency and ensure fair treatment for claimants.
