“I am confident we are ready to deliver a service that is fit for anyone who needs it.”
Those were the words of Motor Insurers’ Bureau (MIB) chief executive Dominic Clayden, who yesterday (January 29) provided an update on the whiplash reforms service it has been building on behalf of the Ministry of Justice. The CEO presented the results and progress for the Official Injury Claim, which is slated for rollout on April 06.
The presentation was part of the Civil Justice Reform event hosted by the Association of British Insurers.
Clayden noted that the MIB has been “hard at work” over the past year while pointing to the helpful feedback it has captured through focus groups and customer testing. In response to the feedback, one of the areas being addressed by the MIB is ensuring that terms are clearly explained and jargon is removed from the service.
It was also highlighted that, overall, users found the claim process clear and reassuring.
“The listening process won’t stop at launch,” added the CEO. “We will look to do further testing, and we are also setting up a Customer Council. This will be an important forum for key consumer representatives, organisations, and groups to come together to make sure the service is working for everyone.”
Phase two of testing is now underway, and last week the registration window for the service opened to help claimant representative and compensator organisations in their preparations for the April launch.