Minster Law calls for focus on customer outcomes in response to HM Treasury’s Whiplash Savings report

Minster Law has responded to the publication of HM Treasury’s Whiplash Savings report, highlighting the significant changes in the claims landscape since the passage of the Civil Liability Bill in 2017-18.

Stuart Hanley, director of Legal Practice at Minster Law, commented:

“The report is like a sepia-tinted photograph, a record of a bygone era. The arguments which raged back and forth during the passage of the Civil Liability Bill through Parliament in 2017-18 feel irrelevant in 2025.

The pandemic, a change of Government, and a very different post-reform world have wrought huge changes in the claims landscape. While it is good that the report has been published, its appearance represents closure rather than an opportunity to re-commence points-scoring on claims costs.

At Minster Law, our focus now is on working with partners and stakeholders to find pragmatic and collaborative ways to ensure our customers in the post-CLA landscape get the best outcome possible in the shortest timeframe. The Consumer Duty has focused attention on the claims journey, and our task now is to work together and harness technology to generate the claims satisfaction metrics the regulator is keen to see.

Turning back the tide of the whiplash reforms simply isn’t the answer, and neither, frankly, is further reform. Instead, we must continue to focus on finding a way to navigate the best course we can for our customers.”

Read the full report here: HM Treasury Whiplash Savings Report

Image provided by © Southworks via canva

Francesca Kaye