The Association of British Insurer’s website carries details of a Protocol put in place to deal with the COVID-19 situation.   There is a list of signatories on the site, that list also contains the “escalation email address” and hotline number of the signatories (which include insurers and claimant firms).


The preamble

“Firms across the personal injury sector are facing unprecedented challenge as a result of the spread of COVID-19.  As a result an immediate extension to the personal injury protocol has been developed to take effect from 24 March, for a minimum of 4 weeks, with a review to take place the week commencing 13 April. ”


“Extension to the Personal Injury Protocol

A protocol is agreed and immediately put into effect. This will involve, for a minimum of 4 weeks (until the 20th of April) with a joint review in the week commencing the 13th of April, the following:

1. An agreement that all limitation dates in all personal injury cases are frozen and claimants undertake to respond constructively to defendant requests for extension of time to serve a Defence;

2. An escalation process whereby any issue arising by a party’s failure to act in accordance with the agreement in 1. above and which cannot immediately be resolved between the parties is referred to an email and/or telephone ‘hotline’ specifically established for this situation; and

3. A commitment that the email and telephone hotline will be monitored regularly and referred to senior people within the respective organisations who will be able to make a swift decision as to whether the stance being taken should be adjusted in light of prevailing circumstances.”