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"which draws a significant proportion of its income from personal injury work, sees the reforms in the market as an opportunity, buoyed by automated systems in the pipeline for handing claims"

I'm sorry bit this is utter drivel. The "reforms" will wipe out any firm doing low value RTA claims. A chatbot / new work flow on your case management system etc ain't gonna help I'm afraid other than to "pan for gold" by trying to filter out the low value claims in the hope of picking up the odd gold nugget. How many offices do you need to do that though?