<p><strong>Speaker 0</strong>: <span>um, I think we're talking about, um, the market. Generally I think we're talking about, you know, premiums, premiums are going up at the moment. We're talking about, you know, cost savings, and how can we deliver more efficiently but still good and better? Um, but, you know, keep overheads down. Everybody's talking about a I</span></p> <p><strong>Speaker 0</strong>: <span>and and and you know, the tech and the digital stuff. So you know, how do we use it? And for me, it's about how this artificial intelligence work with emotional intelligence. So where do we need the people? Where do we need the tech? So that's that's a big chat going on at the moment. And obviously the whiplash reforms.</span></p> <p><strong>Speaker 0</strong>: <span>They're two years old now, so we're kind of talking about Is the portal the O IC portal working? And is it as good as it's going to get? Can we make it any better? Is it good enough for customers? Are customers getting the service they deserve at the moment? So they're the kind of issues I'm talking about.</span></p> <p><strong>Speaker 0</strong>: <span>I mean, everybody wants that magic bullet. They want to know you know how to use tech properly, how to use it. Well, for me, a carpenters. It's been absolutely integral to the business, and we invested in Tech really early on. For me, it's about controlling it as well and developing it yourself so that it's in House 24 7.</span></p> <p><strong>Speaker 0</strong>: <span>I think what we try to offer to some of the big insurers and brokers is you know, that kind of flexibility and agility around tech because sometimes they have, you know, big legacy systems and a big call on their tech department. So I think it's about using it well. But</span></p> <p><strong>Speaker 0</strong>: <span>I'm kind of very keen on artificial intelligence and emotional intelligence together. So I'm not one of those people who said You don't need people. I think you do. But obviously you use them well, sparingly, you know when you need them for the customer. But then you have everything in the background. All the robots are working and so on.</span></p> <p><strong>Speaker 0</strong>: <span>So the pressure reforms were introduced two years ago, kind of at the tail end of covid. So not ideal. But we and with that came a new portal, which is the O IC portal. If we call it or the O.</span></p> <p><strong>Speaker 0</strong>: <span>Um, now, unfortunately, this was meant to be for litigant comparison. So the the the manual one worked, but the pro user A to a which obviously someone like carpenters would want just didn't work. So we've literally spent the last two years, you know, working with the M I b to get the technology working to make sure that we can get a claim from beginning to end and into litigation. So it is working a lot better now, but</span></p> <p><strong>Speaker 0</strong>: <span>there is things about the the portal that we're not happy about. Like the length of the case has elongated by 49%. And, you know, we're seeing 44% less settlements in the new portal, so we're kind of saying that's not good enough for the customer. So we're now going to move to work with the Ministry of Justice to say, Can we change some of the rules or the deadlines or the time scale? So I think we still there's still a great a lot of work to do there.</span></p> <p><strong>Speaker 0</strong>: <span>So in terms of at the moment, you know you're trying to settle cases in the portal if you can't settle them because there's a problem about the you know the how much the injuries are worth or liability. Then we have to go to court, and the problem with the courts at the moment is they're really busy. They have huge backlogs, and these cases, although they're meant to be small claims, are really complicated. There's a big argument about whiplash and no sorry whiplash and non whiplash damages. There's arguments about they've split it now, so you have to go to court on liability, but not</span></p> <p><strong>Speaker 0</strong>: <span>Quantum. You've got to go back again. So at the moment when you issue proceedings, it's taking weeks to get even the issue done, and then it's taking months and months to get a hearing so people are not getting the service really quickly and they're not happy about it. So I think, you know, we're being pushed into more litigation and we're seeing settlements reduced, and I think that's really not good for customers or good for the reputation of the industry. At the moment.</span></p> <p><strong>Speaker 0</strong>: <span>I think it's really important. I think I've never downplay how important technology is, and it's massively important to carpenters and we use it, you know, right through the business. But I think it's really important that our people are there. I mean, even in terms of how we fight fraud, I think that expertise you get from people. I think when you make your first notification of lost call, I think it's nice to speak to somebody. Those calls are really vital in terms of getting to know the</span></p> <p><strong>Speaker 0</strong>: <span>customer, finding out about the claim, you know, explaining the process to them and, you know, winning their trust and letting them know that we're there. I think once you do that, you can then let the technology kick in. So I think one of the things we're really keen on and what we really do is we use technology as much as we can, but we have the people there when they're needed. I think that's really vital is to know when to use the technology and the people and how they can complement each other.</span></p>