By Legal Futures Associate National Claims [1]
In today’s connected world, the client journey in personal injury claims almost always begins the same way: with a Google search. Whether someone has slipped in a supermarket, been injured at work, or been involved in a road traffic accident, the first step is rarely a phone call to a solicitor. Instead, it’s a quick search for “how to start a personal injury claim” or “no win no fee personal injury claims.”
This shift in behaviour is more than convenience; it’s a societal shift and reflection of how vulnerable claimants are when beginning their journey. They need information, reassurance, and most of all, someone to trust. For personal injury solicitors UK-wide, that journey is far more transactional and ends in a critical decision: signing a Conditional Fee Agreement (CFA).
National Claims has built its reputation by guiding clients through this process with professionalism, clarity and compassion. It’s no surprise that National Claims has won countless awards as the team ensures that no claimant feels lost between their first online search and the moment their CFA personal injury agreement is signed. For many solicitors partnering with CMCs, the client journey isn’t always transparent. That’s why we break it down step by step, demonstrating not just the process, but also our commitment to going the extra mile for every claimant and indeed our partner solicitors.
Step 1: The first Google search
When someone types “personal injury claim process UK” into Google, they’re not just looking for law, they’re looking for help. But as an outcome, the search results can be overwhelming, filled with jargon, mixed reviews, and confusing offers.
At this stage, National Claims focuses on education first and foremost. Clear, SEO-optimised resources answer the core questions:
- What is a personal injury claim?
- How does no win no fee actually work?
- What is a CFA in personal injury law?
- How long does a personal injury claim take?
By demystifying the process, National Claims positions itself as a trustworthy guide from the very first click.
Step 2: Building trust through independent reviews
The next barrier clients face is trust. With so many firms promising quick wins, clients often wonder: Who can I rely on?
National Claims addresses this by using verified TrustPilot reviews as a foundation for credibility. Real client stories, independently verified, give prospective claimants reassurance that they are not taking a leap of faith.
For instance, reviews frequently highlight:
- “Clear communication from solicitors”
- “Support every step of the way”
- “Professional handling of evidence gathering”
- “A stress-free experience despite difficult circumstances”
This step is critical. It transforms an uncertain Google search into a confident decision to proceed.
Step 3: The first contact – starting a claim
When a client clicks “Start My Claim [2]” or dials 0800 029 3849 or has their first call with one of our highly trained, expert team members, they’re often anxious – we understand that. Many have never gone through this type of process before and never dealt with personal injury solicitors in the UK before.
We believe it’s our responsibility to demystify the process. As a result, National Claims has simplified this stage into a three-step intake process:
- Free, no-obligation consultation – A claims specialist listens, clarifies the situation, and explains eligibility.
- Evidence gathering – Where possible, National Claims helps secure documentation (accident reports, medical notes, witness statements).
- Matching with the right solicitor – Clients are introduced to specialist personal injury solicitors UK-wide who are best suited to their type of claim.
This removes friction and reassures the claimant that they’re not facing a complex legal maze alone.
Step 4: Understanding the CFA personal injury agreement
For many, the term Conditional Fee Agreement (CFA) feels intimidating. Yet it is the backbone of modern PI law, underpinning no win no fee personal injury claims across the UK.
National Claims takes this very seriously and ensures that every client understands:
- No win, no fee explained – If the claim is unsuccessful, the client doesn’t pay solicitor fees.
- Success fee clarity – On winning, solicitors typically charge up to 25% of the compensation as their fee.
- Protection against hidden costs – Transparent terms ensure clients know exactly what to expect.
By presenting the CFA as a client safeguard rather than a legal trap, National Claims builds trust at the most crucial stage of the personal injury claim process UK.
Step 5: The solicitor relationship
Once the CFA is signed, the claimant’s journey transitions to working directly with their solicitor. National Claims continues to provide support by:
- Maintaining communication channels to prevent delays
- Offering guidance on evidence requirements
- Checking in on client satisfaction throughout the process
This hybrid approach – support plus legal expertise – sets National Claims apart. Clients are not simply “handed off” but remain within a trusted framework.
Why SEO matters for claimants and solicitors
At National Claims we invest considerably into premium marketing techniques and SEO is one of them, although, for us, is not just about marketing – it’s about access to justice. By ensuring content ranks highly for terms like no win no fee personal injury claims or personal injury solicitors UK, National Claims ensures claimants find accurate, trustworthy information rather than misleading or opportunistic providers.
For the legal sector, this raises professional standards by making transparent firms easier to find. For claimants, it means quicker, safer access to justice.
National Claims’ journey framework applies across multiple areas of law:
- Personal Injury [3] – Road traffic accidents, accidents at work, slips, trips and falls.
- Medical Negligence [4] – Misdiagnosis, surgical errors, delayed treatment.
- Housing Disrepair [5] – Damp, mould, structural issues affecting health.
- Consumer Claims [6] – Faulty products, mis-sold vehicle finance.
In every case, the process begins the same way: a search, a review, a first contact, and eventually, a signed CFA.
The client journey in PI is not a straight line. It begins with uncertainty, moves through questions of trust, and culminates in signing a CFA personal injury agreement.
National Claims has built its reputation on guiding claimants every step of the way: from that very first Google search to the moment their compensation is secured.
For clients, it’s a path towards justice. For solicitors, it’s a model of how the personal injury claim process UK should be: transparent, supportive, and client-first.