Motor Insurers’ Bureau (MIB) has announced plans to undertake a third phase of consumer testing of the Official Injury Claim service, ahead of its launch in April 2021. This next phase will take place in the New Year as soon as the build is complete and updated to reflect any changes after the final Pre-Action Protocol and Rules are confirmed.  

The testing will focus on those who might struggle to use the service covering both the online and offline process. MIB are currently commissioning independent research consultants with recognised expertise in this area and will publish the results.

Since beginning the build in 2019, MIB has carried out two phases of in-depth qualitative user experience (UX) testing. The feedback helped define the look and feel of the service, and shape the user experience at each stage of the claims journey. MIB also engaged an independent accessibility consultant to review the end-to-end service to identify enhancements and ensure the service complies with the internationally recognised recommendations for improving website accessibility - the WCAG (Website Content Accessibility Guidelines) 2.1.

Anna Fleming, Chief Operating officer at MIB commented:

“Over the summer, MIB has worked with the Ministry of Justice to ensure the build delivers against policy. The service is now 85% ready. Once the Rules and Protocol are confirmed we can complete the build and it makes sense to test it again with consumers.

“Our goal has always been to deliver a service that is simple, secure and supportive, and as with any Government service, it is critical that it is as accessible and inclusive as possible. This next phase of testing, focusing on those who might struggle to make a claim independently, will help ensure we achieve this.”

Businesses are currently able to register to use the service at www.officialinjuryclaim.org.uk until April, when the claimant portal will go live alongside Whiplash Reforms coming into force.