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News & Insights

From legal insights to personal journeys, our news page is packed with thought-provoking articles written by industry-leading experts and passionate voices from across Carpenters Group

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Closing the Gap Between Customer Expectations and Experience

In the latest issue of Modern Insurance Magazine, Commercial Director Paul Challoner examines the growing gap between customer expectations and the realities of today's claims process. He explores the impact of delays, process friction and evolving customer demands, while highlighting the role clear communication and technology play in maintaining trust when claims become more complex.
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Carpenters Group Serious Injury Client Case Study

This case study highlights a client’s experience of working with Carpenters Group following a serious brain injury. It demonstrates our commitment to clear communication, consistent support and expert legal guidance, and shows how a client-centred approach can make a meaningful difference during a complex and challenging time.
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Meet the Team: Cassie Hopkins - Legal Defence Team Manager

Legal Defence Team Manager Cassie Hopkins discusses her career in law, supporting team development, and qualifying as a Solicitor through Carpenters Group's SQE apprenticeship programme.
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Five Years On: Reflections on the OIC Portal and What Comes Next

Five years after the launch of the Official Injury Claim Portal, Donna Scully reflects on how the reforms have reshaped the claims landscape. Exploring both the benefits and the ongoing challenges, she outlines where further improvements could help create a more effective and accessible system for claimants, insurers and legal professionals.
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Supporting Life After Serious Injury

Life after serious injury is complex and deeply personal. The Serious Injury team provides specialist support, clear guidance and early access to rehabilitation, helping clients rebuild their lives with independence and confidence.
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Injury Awareness Week 2026

Injury Awareness Week highlights the wider impact of injury caused by negligence. Beyond the immediate harm, it can affect someone’s day to day life, their independence and the people around them.
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CEO Insights - Why Pride Matters More Than Ever

Donna Richards shares her perspective on why Pride matters and the role businesses play in creating an inclusive culture. She reflects on the importance of supporting colleagues, listening to different experiences and continuing to build a workplace where people feel respected.
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Carpenters Group Legal Defence Team Achieves Major Saving In High-Value Claim

Our Credit Hire Defence Team secured a 95 percent saving on a high-value claim after the court found the claimant had failed to mitigate their loss by not properly engaging with an intervention offer. Despite a pleaded value of over £25k, the claim was significantly reduced, with the client’s total liability falling to just over £400.
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Shaping Our AI Strategy in 2026

Darren Hall, Chief Operating Officer, sets out how Carpenters Group is approaching AI in 2026, focusing on responsible use, strong governance and practical applications that support colleagues while maintaining high standards of service and decision making.
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© 2025 Carpenters Limited. All rights reserved. Directors: John Carpenter, Donna Scully, Donna Richards

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Carpenters Limited are authorised and regulated by the Solicitors Regulation Authority under number 625845 www.sra.org.uk and is authorised and regulated by the Financial Conduct Authority under number 755996 www.fca.org.uk

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