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Make a personal injury claim

 

Official Injury Claim makes the claim process simple, unbiased and secure so you can claim for minor injuries yourself for free without legal help. You may prefer instead to ask a claims professional to make the claim on your behalf such as a solicitor or claims management company who might charge you for their help.

Official Injury Claim will take you through a simple step-by-step process.

You can make a claim through Official Injury Claim if:

  • you are aged 18 or over
  • the accident happened in England or Wales
  • the accident happened on or after 31st May 2021
  • you were inside a vehicle
  • you believe the accident was not your fault
  • you have a minor injury with a value under £5,000.

How it works

1. Start your claim

We’ll ask you about your claim, including:

  • where and when the accident happened
  • injuries you have as a result
  • the vehicles involved and who you think was responsible

2. Investigation

After you’ve submitted your claim, Official Injury Claim will pass this to the insurance company that covered the driver you believe was responsible. This service calls them the ‘compensator’. The compensator will then make their own investigations to consider your claim.

3. Medical

You will need an appointment with a medical expert, who will assess your injury or injuries and write a medical report. Official Injury Claim will help you arrange this.

4. Offer

Once you have resolved who was responsible for the accident with the compensator and have provided evidence of your losses or injuries, you should be offered compensation for your claim, which you can choose to accept or challenge.

5. Close claim

After you have accepted any offer, the compensator will contact you to arrange payment. You'll be able to check the progress of your claim online and we'll also notify you when there are any updates.

Further information


A Guide to Making a Claim can be found here. This Guide explains some of the key legal terms and procedures used by Official Injury Claim as described in the legislation that underpins the service (known as the RTA Small Claims Pre-Action Protocol). You do not need to look at this Guide to progress a claim and you should only need to refer to the appropriate sections as required. Further resources to support your claim can also be found here.

Frequently Asked Questions

How do I value my claim before I start?

Your first step is to estimate the value of your claim to see if you should be using Official Injury Claim.

The vast majority of whiplash claims and most other soft tissue injuries (such as cuts and bruises) will be valued at less than £5,000 and are suitable for Official Injury Claim. If your injury is severe (such as head injury, broken arms and injuries affecting internal organs), you will need to follow a different route, and may benefit from seeking the advice of a legal adviser who can explain your options to you.

You can find out more about the types of injuries and losses you can claim for through Official Injury Claim here. 

Remember: you may wish to seek further advice or guidance on the value of your claim. There are various sources of advice you could use. These include your own insurer or legal adviser, although you may need to pay for a legal adviser’s services. Your adviser will be able to guide you on whether you can recover any of your legal costs from the other party.

What information do I need to make a claim?

Before you start your claim you should also have available: 

- any supporting documentation to upload (for example receipts or reports). It's important to remember that you won't get any compensation for damages or losses that don't have any supporting documentation. 

- your National Insurance number. 

- if the police attended the scene, the name and address of the police station, name of the reporting officer and Police Reference Number if available.

- the registration number of the vehicle you were in or it's make, model and colour.

- the registration number of the vehicle you feel is responsible for the accident and any other vehicles involved. 

- the name of the driver responsible. 

- the name of any witnesses and, if available, their phone number, email and address.

- an estimate of the value of any losses or fees you would like to claim back. 

- if a bus passenger, details of the bus you were in.

Can I get help to make a claim using Official Injury Claim?

We have tried to make Official Injury Claim as easy to use as possible, and there are lots of materials to help you:

- a ‘claim overview’ screen will keep you informed on your progress and lets you know what to do next

- the ‘Key Information’ side bar explains difficult terms at each point of the claim process.

- a ‘Guide to Making a Claim’ is available here. This explains some of the legal terminology used.

There is also a dedicated Official Injury Claim customer contact centre you can call: 0800 118 1631. It is available Monday to Friday from 9am to 5pm. You can message the team here.

The Official injury claim website is available in English and Welsh language. Translation services are available for those who are unable to read English and Welsh in the top 10 most requested foreign languages. The customer contact centre will help. If you are unable to complete the process online call 0800 118 1631.

Can I use Official Injury Claim for all road traffic accidents?

No. Official Injury Claim is for use with accidents where you were the driver or a passenger inside a vehicle, such as a car. If you were involved in an accident as a cyclist, motorcyclist or a pedestrian, you need to seek advice. 

There are various sources of advice you could use. These include your own insurer or legal adviser, although you may need to pay for a legal adviser's services. Your adviser will be able to guide you on whether you can recover any of your legal costs from the other party. 

What type of injuries can I claim for?

The most common injury after a road traffic accident is a whiplash type injury to the neck, back or shoulders. If your injury is severe (such as head injury, broken arms and injuries affecting internal organs), you might need to follow a different route, and may benefit from seeking the advice of a legal adviser who can explain your options to you.

Remember: you may wish to seek further advice or guidance on the value of your claim. There are various sources of advice you could use. These include your own insurer or legal adviser, although you may need to pay for a legal adviser’s services. Your adviser will be able to guide you on whether you can recover any of your legal costs from the other party.

Do I need to pay anything to claim?

Official Injury Claim is free for you to use. If you have chosen to use a claims professional such as a solicitor or claims management company to make the claim on your behalf, they might charge you for their help. They must also explain the details of any charges.

How long will it take to complete a claim?

There is no fixed time for completing your claim. The time it takes for your claim might depend on how quickly fault for the accident is established or agreed and how quickly you recover from your injury or injuries. Here is an idea of how long each stage may take: 

- Start your claim - 20 to 30 minutes 

- Investigations - the compensator has up to 30 business days (6 weeks) to consider their position on fault for the accident although they may do this much more quickly. 

- Medical - it might take a few weeks to organise your medical examination and receive a report. Most claims will only require one report, but some might need more which will take longer. 

- Offer - once you are in a position to ask for an offer, the compensator has 15 business days (3 weeks) to make a first offer. 

- Close claim - once you have agreed a final settlement, payment should be made within 10 business days (2 weeks). 

What happens if the compensator does not accept my claim or I do not accept their offer?

You may choose to contact the compensator and challenge their decision. If you and the compensator cannot reach agreement you have the right and the choice to start legal proceedings. Any legal proceedings would take place outside this service.

Why will I need an appointment with a medical expert?

You will need an appointment with a medical expert so they can assess your injury or injuries and write a medical report that the compensator will use as a basis for any injury compensation offer.

If I decide to go to court, what should I do?

Official Injury Claim will let you know if there is the option to start court proceedings. For more information, see our Guide to Making a Claim here.

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