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The New Standard in Personal Injury: from distrust to effective transparency
September 23, 2025
4
min reading time
Silence as the biggest enemy
Anyone who experiences personal injury practice in the Netherlands up close will always see the same pattern:
Victims are exhausted by emails/paper, silences and conflicting messages; claims handlers are caught up in rules, backlogs, and the permanent risk of blame.
The result: a vicious cycle where both sides feel unsafe, and where the process eats away at trust.
Radar showed that two thirds of more than 3,000 victims experience the settlement as unnecessarily delayed; in practice, waiting times often reach more than a year¹.
Utrecht University confirmed that long-term cases rarely have one culprit: causes are diverse, spread across the entire chain².
What they already tried (and why it failed)
Why efficiency gains are the lever
Transparent, real-time claims information takes the oxygen out of noise: status questions shift from phone and email to a shared platform; inconsistency disappears when everyone sees the same thing.
McKinsey shows that digital claim trips largely eliminate status questions and accelerate turnaround times³.
In addition, slow processing directly correlates with dissatisfaction and customer loss:
according Accenture a bad claims experience puts billions in bounties at risk through higher churn³.
Efficiency gains are therefore not a cost project, but a reputation and turnover security for the entire chain.
The New Standard in Personal Injury
Introduces with Claim360 and Azori DC Solutions an interactive layer on top of policy and claims systems that shows one truth in real time: for the victim, advocate and insurer.
No cosmetic dashboard, but operational transparency: same data, same context, same timeline.
Result:
- Fewer phone calls
- Less duplication of work
- Fewer escalations
Turnaround time is thus the result of a frictionless process instead of a channel full of differences in interpretation.
Manifesto: The New Standard (10 rules for winners)
The world has changed. Our expectations as consumers have changed. Nevertheless, the personal injury chain often remains stuck in yesterday's processes.
It's time for a new standard.
- Technology serves people, not the other way around.
- A claim is a person, no file number.
- Data is a compass for the future, not a mirror of the past.
- The ecosystem is either open or it is redundant.
- Noise is the most expensive cost.
- Transparency isn't an option; it's the default setting.
- Speed is not measured in days, but in frictionless steps.
- The chain is only as strong as its weakest link.
- The best experience is no experience.
- The goal is not to close the claim, but to restore trust.
Call to the chain
Consumers expect real-time clarity.
Supervisors are setting the bar higher and higher.
The question is not whether we move, but how fast, and with what standard.
This is the New Standard. This is DCSolutions.
Schedule your strategy session: digitalclaimsolutions.com
Resources
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