Road to Reform

Throughout 2016, we continued the fight against Britain’s compensation culture and fraudulent whiplash claims with our ‘Road to Reform’ campaign. We remain committed to always look after those who’ve been genuinely injured and pay honest claims fairly and quickly, but also to vigorously defend fraudulent or inflated claims.




In autumn 2016, we published the latest edition of our “Road to Reform” report <link:> – and the issues it shines a light on are as pertinent today as they were in the first report, published in 2013.


Back then, we argued that the compensation system did not work in the interests of honest customers and was hindered by costs from middlemen, who did not add value to customers’ claims, but only added costs to everyone’s premiums. That is still the case.

And so when the Ministry of Justice announced it would launch a consultation on how minor injuries are compensated, we welcomed the news.


“This is welcome news for consumers who are rightly fed up with nuisance calls, fraud such as crash for cash and the huge number of spurious whiplash claims they pay for in their premium.  These proposals bring us a step closer to saying good riddance to the ‘whip-cash’ merry-go-round that is the bedrock of the UK’s compensation culture. 

"If these reforms come into force as envisaged, the savings for consumers is estimated to be around £40 - £50 a year.  Aviva has been calling for these reforms for many years, and has pledged to pass on 100% of the savings of these reforms to our customers.”

Rob Townend, Claims Director, Aviva UK General Insurance

Our ‘Defence Excellence’ infographic highlights some of the things we’re doing to get the right outcome for our customers.


Compensation culture

The vast majority of Brits believe that Britain has a compensation culture, with almost nine-in-ten saying that too many people see compensation as an easy way to make cash.

The easy access to motor injury compensation has seen the rise of ‘crash for cash’, where organised fraudsters cause accidents on the UK’s roads that put innocent motorists at risk of real harm. We have identified over 4,000 motor injury claims as being linked to known fraud rings, and have seen the number of organised scams almost double (up by 98%) between 2011 - 2015.


Care, not cash and cutting legal costs

We believe this can be halted by treating minor injuries with care, not cash – making sure claimants get the care and rehabilitation they need, but not the cash payout - known as "general damages" - for pain and suffering.  This will stop fraudsters inducing motor accidents, and put an end to the claims management companies and lawyers who aggressively chase injury claims through nuisance calls. The Government’s other proposed reform, removing lawyers from straight-forward, minor injury claims, will also curb excessive legal costs.


Read the latest edition of our Road to Reform - Driving a better deal for motor insurance customers’ report, looking at this ongoing issue for our industry and the challenge ahead.

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