One has the utmost sympathy for Karen Stokes. Her treatment at the hands of the insurance business and others has been appalling, but sadly is far from unique.

Why her solicitors delayed submission of a claim to the MIB's uninsured scheme for a year is hard to understand.

If nothing else this would have increased the pressure on the various parties to establish once and for all whether the third party insurance cover was in force.

The lack of personal contact is an inevitable consequence of before-the-event legal expenses insurance and its reliance on large firms of panel solicitors.

For all the problems associated with the sector (and I accept there have been many), a good quality claims management firm will provide the personal service and response to queries that were sadly lacking for Karen.

Bernard Thornton FCII
Assert Personal Injury Advisers