Minster Law continues ‘digital first’ transformation approaching April 2021 small claims portal

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The firm’s chief exec says she will continue plans to ensure its footprint matches its digital first strategy

Minster Law will continue to transform itself in preparation for the new small claims’ portal in April 2021.

However, “there are still some significant challenges to be overcome before I can say with confidence that the portal will do what its proponents hope it will.”

This is what Shirley Woolham, chief executive at Minster Law said in the firm’s financial results yesterday.

The firm’s digital claims journey now supports more than 80% of its customers with satisfaction scores over 90%, a move that the firm said has been transformative for its customers and business partners.

She said: “In the meantime, we will take forward plans to ensure that our footprint continues to match our ‘digital first’ strategy and that we have the right skills and talent in the organisation to become the most successful legal services business in the high volume, low margin PI sector.

“Minster Law is future ready, but – as the pandemic has shown change is now constant and the ability to flex our model to benefit from change is now a core corporate skill.”

Hallmarks

She continued: “These are the hallmarks of a highly efficient and scalable operating model, critical to firms looking to compete in a post-reforms world. Business re-engineering to this degree is challenging and I’m delighted that we achieved an overall reduction of over £2.2m year-on-year as a result of transformation program.”

Minster Law has worked closely with insurer partners, third party insurers (TPIs) and supply chain partners to implement protocols. This it said was to avoid bottlenecks and keep cases moving.

And greater collaboration is something that the firm has long championed.

Fully remote

Minster Law transformed to work fully remotely in less than 48 hours.

“It was relatively painless; our IT and telephony infrastructure are all cloud-based and our digital operation fully-established. Our people were already working flexibly,” Woolham continued.

She believes that the claims industry can learn from lockdown’s impact on injured claimants and embrace opportunities to use technology to make this easier.

Woolham said: “Over 80% of our customers were very satisfied with remote medical assessments. We believe these high customer satisfaction scores stress the huge value we can unlock from further digitisation of the claims process.”