Covid 19 – Customer Updates

We are closely monitoring the impact of COVID-19 and the measures we take to continue to progress your claim.

We will continue to update this page and our social media channels to keep you informed.


Remote Medical Assessments 

Further to our earlier update on medical appointments, Minster Law are providing updated guidance on changes being introduced as a result of Covid 19.

A central part of your personal injury claim is a medical report from an independent expert which examines your injuries, treatment options and predicted recovery time. Providing this appointment, which usually involves a face-to-face examination, has become more difficult as a result of current travel restrictions and social distancing measures.

In response to this, and to prevent any unnecessary delay in your claim, medical agencies are now able to conduct these appointment remotely, rather than face-to-face.

Such appointments can only be provided with your direct consent and so, in the coming days, customers will be receiving correspondence directly from their appointed medical agency, ask for their consent to attend a remote appointment along with important guidance and information on how you attend.

As your legal representatives in your personal injury claim, we are advising our customers to agree to a remote examination to avoid delays to your claim and the risks of travelling to and attending a face-to-face examination.

There is a chance that the insurance company responsible for paying any compensation due to you may challenge a report based only on a remote examination. In some circumstances, this could result in the need for a further report at a later stage, when a face-to-face examination can be arranged. Rest assured that in that unlikely event, any additional costs incurred will not impact the compensation you receive.

Please ensure you read carefully all correspondence from your medical agency relating to your remote examination. In the meantime, If you have any queries regarding the above our contact information can be found here.


As we move to adapt in a Covid-19 climate our focus is always on our customers and the protection and continuation of your claim. Which is why we have recently added our signature to the ‘Covid-19 Personal Injury Protocol’.

The protocol, introduced by the Association of British Insurers is a collaborative approach between law firms and insurers to protect the limitation dates of claims as we all continue to navigate our way in such an unprecedented period.

What is a limitation date?

In most Personal Injury claims, consumers have up to three years from the date of their accident, within which they are able to bring a claim. If legal proceedings aren’t commenced by the three-year limitation date, the consumer would lose the right to make a claim against the other party.

How does the protocol protect my limitation date?

Due to the increased challenges of progressing a personal injury, the protocol effectively freezes all limitation dates whilst in the Covid-19 period which protects your right to continue with your claim.

What do I need to do?

The person or team who is dealing with your claim will be in contact should your limitation date be approaching and they will discuss the options and next steps with you.


Courts & Litigation

The ensure social distancing measures can be met and the justice system continues to operate effectively throughout the Coronavirus pandemic, the work of the courts is being consolidated into fewer buildings as of 30th March.

Due to the reduced number of courts available, delays are anticipated in the majority of cases and, with the courts focused on the most essential cases, there is a very high likelihood that personal injury cases will be delayed and adjourned to a future date.

Given the likelihood of these delays, it is in the best interest of our customers to work closely with insurers to, where possible and appropriate, agree settlement of claims without the need for litigation or court involvement. Where this is not possible, we may need to agree extensions with insurers or progress your claim to litigation for a later date.

For those of our customers with outstanding court cases we will seek, with your consent, to have your case dealt via a remote hearing wherever possible. Should you not wish to proceed by remote hearing, we will on your behalf seek an adjournment until a later date when your case can be heard.

What is a remote hearing?

Video and telephone conferencing provides access to a court from a remote location, allowing you to attend your hearing whilst observing our governments current social distancing guidelines. Access to a screen with a camera and microphone is needed for video conferencing and available methods include, but are not limited to, Skype for business, Zoom, and  BT MeetMe. If you are attending via telephone call you will receive instructions on how to dial in. To read the full guidelines on remote hearings go here.

Rest assured, Minster Law is working closely with all insurers to seek ways to advance and settle your claim outside of court proceedings if appropriate. However, should this is not be possible, we wish to inform our customers that further delays should be expected.

We are committed to continuing to provide you with up to date information regarding any aspect of your claim. In the meantime, if you have any questions you can find all of our contact information here


Medical Assessments:

Since our previous update, Minster Law have been in regular contact with our medical partners as they seek to implement temporary measures to ensure medical assessments for personal injury customers can continue throughout this difficult and challenging period.

One such measure is the temporary introduction of remote, video-based assessments, the practicalities of which are in final stages of development. In the meantime, we remain committed to keeping you up-to-date with changes that effect your claim and would therefore like to provide further clarity on what you need to do if you have a medical assessment.

April & May Appointment Dates:

For customers with a medical assessment scheduled for April or May, and who have not yet had contact from their medical agency, please call your medical provider at the soonest opportunity to arrange to an alternative date. You can find the details of your medical provider on our online claims portal or your medical appointment letter.

Vulnerable Customers:

If you fall within the government classification of a ‘vulnerable person’ your appointment is likely to be rescheduled to a new date in either June or July for your own safety and wellbeing. Your medical assessment provider will be in touch to provide more information.

Please note: Unfortunately, Minster do not have access to your confidential medical appointment records and can therefore not assist in rescheduling your appointment.

Non-vulnerable Customers:

Medical agencies and Insurers are working together to explore how video-based assessment can be introduced during the Covid 19 period. Your medical agency may be in contact with you to assess your eligibility for the video-based assessment.

You can find all our contact information here

We would like to assure all of our customers that we are in constant contact with all medical agencies to continue to provide you up to date information regarding your claim.


We remain fully operational and ready to help

Following yesterday’s announcement by the Prime Minister, we would like to assure all of our customers that we remain fully operational and continue to support you with your personal injury claim.

Thanks to our investment in technology that enables the vast majority of our colleagues to work seamlessly from their homes, whilst remaining fully connected to our systems and each other, we can continue to provide a great service to our customer whilst ensuring we protect the health and well-being of everyone that works at Minster Law.

We are therefore continuing to operate to our usual opening hours and our online claims portal remains available 24/7 for those wishing to access important claims information or manage their claim.

Please find below further information to help you with progressing your claim

Medical Appointment, Rehabilitation and Courts

You are no doubt aware that there are several organisations and businesses involved in progressing a personal injury claim – such as medical agencies/appointments, rehabilitation services and a range of organisations that support court proceedings (e.g. counsel, barristers and the courts themselves).

As these organisations respond to the current Covid-19 situation, how these services are accessed or provided is likely to change. We are maintaining regular contact with these organisations to ensure that, wherever possible, your claim can proceed as normal.

Should there be any material change in how we ask you to access these services, your case handler will be in touch to provide you with guidance and advice.

Postage & Correspondence

Due to the remote working practices we have put in place and potential for disruption to the UK postal service, we are asking all customer, wherever possible, to send any correspondence  (along with your claims reference number) via email rather than post. In addition, there may be instances where we are unable to send hard copies of documents and we will instead send these to your email address where you have chosen to provide one.


We remain open for business

As a valued customer of Minster Law, we would like to take this opportunity to reassure you that our business is fully operational and ready to support you with your personal injury claim.

There are no changes to our usual opening hours and should you wish to report a new claim, or have any questions about an existing claim, we are here to help and support you from 9am to 5pm from Monday to Friday.

You can continue to contact us through the usual channel and our workforce of 450 colleagues are here to help with any query you may have.

In addition, our online claims portal is available 24/7 for those customers with a whiplash or soft tissue injury claim, allowing you to view important information and documents.

The health and well-being of our colleagues, communities and customers is always our key focus and we are taking the necessary steps to help safeguard everyone and maintain our service to you.

Going through an accident is already stressful and we can reassure you that we are still here to support you every step of the way. Please feel free to call us and we will endeavour to help you with any issues or queries.

Useful resources:

In these challenging times, there are many resources you can turn to if you find yourself struggling and needing support. You can find below some useful links that may be of assistance.




Public Health England