Use cases

Spot claims where service broke down or legal action looms

UK and US rules. Reads claimant emails, calls and notes for a representative, legal action, demands and court papers. It never discourages anyone from taking legal advice.

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Example · UK claimant email: a written-off car, physio, unanswered calls and a solicitor in mind

Market (UK or US): UK

Kind of text (claimant email, letter, call transcript or handler note): claimant email

Text of the email, letter, call or note

From: Freya Lomax <[email protected]> To: Motor Claims <[email protected]> Date: Wed, 16 Sep 2026 19:32 Subject: Claim TP-5530219 - fourth email Dear Mr Collins, This is the fourth time I have written to you since the accident on 12 August, when your policyholder drove into the back of my car at the lights on Station Road. Your side accepted it was their fault on the very first call, so I don't understand why this is taking so long. Your engineer told me the car was a write-off three weeks ago. I still haven't had an offer for it or even a letter. I've left three voicemails on your direct line since then and nobody has rung me back. I'm borrowing my sister's car to get to work, and she needs it back at the end of the month. My neck and right shoulder are still painful. My GP referred me for physiotherapy and I've been going once a week since the start of September. I'm paying for it myself because nobody has told me whether you will cover it. A claims company keeps texting me offering to take the claim on, and a colleague says I should just hand it to a solicitor. I would honestly rather sort this out with you directly, but if nobody calls me by Friday I will go to a solicitor. My number is 07700 900552, and I'm free after 4pm most days. Freya Lomax
  1. Does the text say a solicitor, attorney or other legal representative now acts for the claimant?No89%
  2. Does the claimant say they are thinking of getting a lawyer or taking the claim to court?Yes98%
  3. Does the text make or report a legal offer or demand to pay or settle within a stated time?No86%
  4. Does the text say court proceedings have been issued, filed or served on this claim?No90%
  5. What is the claimant mainly unhappy about?Delay or no contact100%
  6. Does the claimant say their calls, emails or letters to us went unanswered?Yes98%
  7. What does the text say about the claimant's injuries?Ongoing treatment100%

These are real answers stored from one run on this example.

The prism behind it

Spot claims where service broke down or legal action looms7 questions

Fields

  • Market (UK or US)
  • Kind of text (claimant email, letter, call transcript or handler note)
  • Text of the email, letter, call or note

Context

We handle motor and liability claims, including injury claims made against our policyholders. Every claimant email, letter, call transcript and handler note is read here as it is added to the claim. The claimant is the person making the claim, whether our policyholder or someone claiming against them. The market field says which rule set applies. Nothing here decides liability or what a claim is worth. The answers send a claim to a supervisor, or to the litigation unit, the same day. Dates and amounts in any demand are read by code and checked by a person. How we use these answers. A claimant who is thinking about a lawyer is often a claimant we have let down: slow progress, calls not returned, an offer not explained. The supervisor calls sooner and puts the service right. Every claimant is free to take legal advice at any time. Nothing we say or write suggests otherwise, and a claimant who wants a lawyer is never asked to think again. UK rules: - Once a solicitor or other legal representative acts for a claimant, we deal with the representative, not the claimant. A claim sent by a representative through a claims portal counts. - Time-limited offers and demands: a Part 36 offer is made in writing under Part 36 of the Civil Procedure Rules and names a period of at least 21 days; a letter of claim under a pre-action protocol sets a time for our reply; court papers give a date to respond. Each goes to the litigation unit the same day. US rules: - Once an attorney represents a claimant, we deal with the attorney, not the claimant. - Time-limited demands: a demand to settle for a stated amount, often the policy limits, within a stated time. Handling one late can expose the insurer and the policyholder to a judgment above the policy limits and to a bad-faith claim, and some states set rules for these demands by statute. A summons and complaint give a date to answer. Each goes to claims counsel the same day. - A complaint served with a summons is a court paper, not a complaint about our service.

Questions

  1. Does the text say a solicitor, attorney or other legal representative now acts for the claimant? Yes / No

    Answer from what the text says or where it comes from. A law firm, a claims management company or a representative writing for the claimant counts. A friend or relative helping the claimant does not. Yes: The text comes from a legal representative, or says one now acts for the claimant. No: Nothing in the text says a legal representative acts for the claimant.

  2. Does the claimant say they are thinking of getting a lawyer or taking the claim to court? Yes / No

    This is about a claimant considering a lawyer or court action, without saying one already acts for them. It asks a supervisor to contact the claimant sooner and put the service right. It is never a reason to discourage anyone from getting legal advice. Going to the Financial Ombudsman Service or a state insurance department is a complaint, not legal action. Yes: The claimant says they may instruct a lawyer, have spoken to one, have been advised to get one, or may take the claim to court. No: No such intention is stated, a representative already acts for the claimant, or the only escalation mentioned is a complaint.

  3. Does the text make or report a legal offer or demand to pay or settle within a stated time? Yes / No

    Use the time-limited offers and demands in the rule set for the market field: a Part 36 offer, a letter of claim, a time-limited settlement or policy-limits demand, or court papers with a date to respond. A claimant's own deadline for us to call or reply, with a warning that they will get a lawyer or complain, is not a demand; the question on legal action records it. Do not work out whether any date has passed; that is done elsewhere. Yes: The text makes, encloses or reports an offer or demand of that kind. No: No such offer or demand appears.

  4. Does the text say court proceedings have been issued, filed or served on this claim? Yes / No

    A threat to go to court is not proceedings; the question on legal action records it. Yes: The text says court proceedings, such as a court claim form, a summons and complaint or a lawsuit, have been issued, filed or served. No: No proceedings are mentioned, or they are only threatened. The insurance claim itself is not proceedings.

  5. What is the claimant mainly unhappy about? Choice

    Choose the main reason the claimant gives. For a handler note, go by what the note says the claimant told us.

    • Delay or no contact Slow progress, no update, calls or emails not returned, or a promised step that did not happen.
    • Offer too low The claimant thinks an offer or a valuation we made is too low.
    • Liability disputed The claimant objects that we deny, dispute or split who was at fault.
    • Costs not paid Treatment, travel, hire, lost earnings or other costs the claimant is paying for themselves while waiting for us.
    • Repair or hire problems The standard of a repair, a repairer we chose, or a replacement vehicle.
    • How they were treated Rudeness, being dismissed, being passed around, or being asked the same questions again.
    • Not unhappy The claimant expresses no dissatisfaction.

  6. Does the claimant say their calls, emails or letters to us went unanswered? Yes / No

    Yes: The claimant says they tried to reach us and got no reply or no call back. No: The claimant says nothing of this kind.

  7. What does the text say about the claimant's injuries? Scale

    Judge only what the text says about the claimant's own injuries. This helps pick a handler with the right experience. It is not a medical judgement and never sets what the claim is worth.

    • None mentioned The text mentions no injury to the claimant.
    • Minor Soreness, bruising or shock, with no treatment beyond a first check or painkillers.
    • Ongoing treatment Injuries still being treated: physiotherapy, repeat visits to a doctor, or time off work.
    • Serious A fracture, surgery, a hospital stay, a head or spinal injury, or a lasting impairment.

Lens columns

legal_representation, legal_representation_probability, considering_legal_action, considering_legal_action_probability, legal_deadline, legal_deadline_probability, proceedings_issued, proceedings_issued_probability, unhappy_about, unhappy_about_probability, unanswered_contact, unanswered_contact_probability, injury_signal, injury_signal_average

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