Do you sometimes feel you are not really a person but just a big business data entry?

In an age of automated telephone systems, key-pad selections, endless “security questions”, and call-centre operatives based thousands of miles distant from the UK, you would be forgiven for having this feeling. Whether it’s a retail enquiry, or a financial services dispute, or an insurance claim, it’s the same.

What about the law? Are solicitors any different? My answer is that some are, but only some!

Hundreds of thousands of people, real people, are involved in road traffic accidents every year. Some are seriously hurt. Most who are hurt get better within a few weeks or months. Many make claims and many of those claims are relatively uncomplicated.

Because most road traffic claims are relatively uncomplicated, it suits big legal services businesses to treat people making claims as data entries. Data is far easier to manage than people! It can be dropped into software packages. It can be processed for reports. It can be used to justify financial commitments in Excel Spreadsheets.

If you sign up to the big business approach you, the person making the claim, will never see the person who is dealing with your claim. If you want to talk to that person, you may be lucky enough to find a “team member” to speak to – that is, if you get through the voicemail system. Even then, the “team member” will say: can you hold on a moment whilst I look at your case on my database?

I don’t think The Law is about data. Nor do I think that it should be about data. In my experience even relatively uncomplicated claims can be stressful and can and do become mired in senseless arguments with insurance companies.

If, for instance, the other side’s insurance company says that you, the person making a claim, do not fall into the category of persons known as “impecunious”, would you have any idea what this meant? It is pure legalese, jargon, gobbledygook!

Unfortunately, “impecuniosity” is a hot topic within the world of motor insurance claims. It is used in small claims just as much as in larger claims. So a claim for hire which is for £1,500 will be treated in just the same way as a claim for hire worth £10,000.

Can a non-qualified fee earner who has to ask a computer software package to answer questions help you deal with the difficulties of making a claim? Sometimes, possibly. Frequently, not.

Solicitors should be accessible to their clients.

Pick your solicitor because the firm is about providing you with the service that you want. If you want to be treated as a person, not a megabit of data, chose a firm that is accessible and will take the time to see you.

Article written by John Holtom Managing Partner, Legal Solutions Partnership

Article posted on Friday, February, 11th, 2011 at 12:32 pm

Have your say!