Frequently Asked Questions – Covid-19
In response to COVID-19, we have put a number of measures in place to protect our staff, clients and contacts whilst ensuring the safe continuation of the business.
Business is as usual, but with various temporary changes. Our employees have been given the appropriate measures to allow them to work from home. Whilst also protecting the health and wellbeing of our clients. However, we are operating on a reduced workforce.
We are doing everything we can to ensure we retain our high level of service. But, please bear with us, as some replies may be slower than usual.
How do I contact you during this time?
The phone lines are diverted to our staff’s mobile phones, so they are able to take your calls during this time. They also have access to e-mails as normal.
If you are an existing client and need to contact your file handler, please call their direct line or email. If you are unsure of this, then call the main line: 0800 888 688 and we will happily transfer you to the right person.
Will my claim be affected?
We are doing everything we can to retain our high level of service. We have the right facilities and agreements with third parties in place to minimise delays.
- Request for records and appointments will be made digitally.
- Medical records and documents will be sent to experts digitally opposed to post.
But, it is important that you assist with any requests made by your solicitor to ensure the smooth running of your claim.
Will I still receive my compensation?
Our accounts team are still able to process payments whilst working at home. Therefore, there should not be any delays to payments being made. If an issue arises, we will contact you.
I have an appointment with my Solicitor
If you have a scheduled face-to-face appointment with your solicitor, we will be in touch to discuss alternative arrangements. We have Video Apps in place to continue with the agreed appointment.
Do I still need to attend a Medical Appointment?
If you already have a medical appointment arranged, you should still attend. Unless you are in a period of self-isolation or the medical expert has reschedule to minimise risk. If you wish to cancel the appointment, please let us know.
We are also working closely with our medical agencies to minimise cancellations. If this is the case, we are doing certain types of medical examinations via Skype to avoid any delays in your claim. If this applies to you, we will be in touch to discuss alternative arrangements.
I am due to attend court. Do I still go?
The majority of Courts are rescheduling hearings and trials to minimise large gatherings and social risk. You may be required to attend via Video or Telephone. If this is the case, we have arrangements in place with the courts for video hearing. The same also applies if you have a conference with counsel. If this affects you, we will be in touch immediately to suggest your options.
We will of course continue to watch carefully for new developments as the situation unfolds and adapt our policies accordingly. However, if you have any immediate questions or require any further information; please direct these requests to your File Handler in the first instance, who will aim to respond to you within a 48-hour period.