We understand that going through this process can be a little overwhelming, so we have put together a list of our most frequently asked questions to make sure you have all of the information you need. Here, you can see further information about the appointment process, what documents to bring with you, how long the appointment will take etc.

What to expect at your appointment

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Medical Records Release Form (MRRF)

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In light of the COVID-19 restrictions 

  • Will my appointment be going ahead?

    Your safety is our top priority. Your appointment will be carried out by a trained medical professional and guidance from the Government and the General Medical Council confirmed that at this time the appointments can still go ahead.

    Unless you have been contacted directly by a member of our team (who may inform you that your assigned expert may be self-isolating or you may have been identified as falling into the vulnerable person category), your appointment will still go ahead as planned. However, if you do not feel comfortable attending your appointment, you can rearrange it by logging on to Client Vu or by calling us and letting us know on 01204 478300.

    In some cases, appointments may be able to take place remotely via Skype or WhatsApp. If this is the case, a member of our team will contact you. You can find information about remote assessments here and we have compiled a video technology help guide, which can be found here

    You should also contact us if you have travelled to one of the countries listed in the Government updates or if you believe you have an underlying health condition which we may be unaware of that makes you a vulnerable person.

    If you are experiencing any of the symptoms issued in official guidance (a new continuous cough and/or high temperature) then you should contact us immediately to rearrange your appointment. You should not attend your current appointment. Your rearranged appointment will take place no earlier than 14 days from the date you first experienced symptoms.


Before Your Appointment

  • What is the appointment for and do I need to attend it?

    The appointment is an important part of your personal injury claim. The information obtained by the medical expert during your appointment will be used to complete an independent medical report. The report will comment on the injuries you sustained how long it took, or may take you to recover and also recommendations for treatment if required.

  • How will my appointment details be sent?

    Our preferred method is to send your appointment details by email, this way you will receive them immediately. If we don’t have an email address for you we will send a letter in the post. Some Experts may contact you directly to arrange a convenient appointment.

    If we have been provided with your mobile number we will also send you a text/SMS reminder 3 days prior to your appointment.

  • When will my appointment be?

    If you are seeing a GP your appointment will be booked between 1 to 5 weeks from the date we send out your details. In some instances it can be longer but this is nothing to worry about. For other types of Expert your appointment may be booked further in advance to allow for your medical records to be obtained, or due to the Expert’s specialty. 

    Some of our Experts do provide appointments on the weekend, and in certain circumstances can arrange home visits.

  • Who is the Expert and how have they been chosen?

    The Expert is from our specialised panel and has the relevant qualifications to assist in the preparation of a medical report for your personal injury claim.

    At the time of booking your appointment the Expert was selected as they had the soonest available appointment and the closest venue to your address.

  • Should I confirm before attending my appointment?

    Yes and you can do this via our online portal. In some instances an Expert may ask you to confirm the appointment directly with themselves or their secretary, we would always urge you to do this if it has been requested.

  • Do I need to let you know if I can't attend my appointment?

    It’s important that you let us know if you cannot attend the appointment we have arranged for you.

    Last year approximately 4,800 hours of our Experts’ time was lost as a result of non-attendances. You can do this via our online portal or alternatively you can contact us on 01204 478 3361 (Monday to Friday 08:00 to 19:00) and speak with one of our dedicated advisors. Also, by not attending the appointment this can cause a delay your claim for personal injury.

    We do require notification at least 48 hours prior to the appointment but would prefer you to notify us as soon as you are aware you cannot attend the appointment arranged.  If we do not receive notification from you it could result in a non-attendance fee which you may be personally liable for.

  • What do I do if I have special requirements (walking difficulties, hard of hearing etc.)?

    Here at Premex, we’re committed to ensuring you receive the best possible service, whatever your requirements. As not all of our venues can cater for special requirements, you will need to highlight these to our customer service team in advance of your appointment. They will be more than happy to make the necessary arrangements to ensure you have the best experience possible with your Premex Expert. Possible special requirements include, but are not limited to:

    • Walking difficulties
    • Sight, hearing or speech impairment
    • Use of a mobility unit
    • Use of a service animal

    In some cases, we may have to rearrange your appointment to a more suitable venue.

  • I require an interpreter at my appointment, will one be provided for me?

    Should you require an interpreter at your appointment, please contact us when you receive our appointment notification. We can liaise with your solicitor and arrange this service on your behalf.


At Your Appointment


  • How long will the appointment be?

    This can vary depending on the type of Expert you are seeing and the type of injuries you may have.

    As a basic guideline, a GP appointment may last in the region of 15 minutes, whilst an appointment with a Consultant Orthopaedic could last for 25 minutes.  If you are seeing an Expert such as a Psychologist, the appointment length can vary on a case by case basis.

  • When should I arrive at the appointment?

    We would suggest that you arrive 10 minutes before your appointment is due to take place. This will give you enough time to park (if required) and notify the secretary/Expert of your arrival. You may be asked to complete a questionnaire prior to the appointment taking place.   

    If you are not familiar with the venue location, please plan your route prior to the day. We suggest using a route planner website to assist such as The majority of websites can now send directions directly to your phone or email address.  

    Please be aware that if you do turn up late for your appointment the Expert may not be able to see you.

    As well as planning your route prior to the day, should you require parking or disabled access we ask that this information is obtained ahead of the appointment date.

  • Should I provide identification at the appointment?

    We ask that you take a form of identification to your appointment, preferably containing a photograph. Examples of identification you can take with you are; Passport or Photo Driving Licence.

  • Do I need to take someone with me to the appointment?

    You can, if you wish, bring a friend or relative along to the appointment with you. Please be mindful that the Expert will direct any questions to you and will require you to relay all relevant information.

    If the claim relates to a minor then a parent, relative or legal guardian must attend with them.

    Please note that you will not be able to attend the appointment with anyone who caused the accident.


After Your Appointment

  • What happens next?

    The Expert will produce your medical report using information gathered at the appointment.

    Once we receive the report it will be checked by one of our d and a review of your medical records (if requested by your solicitor). Once we have received this from the Expert we will send the report to your solicitor and they will then contact you.

  • If I don't attend the appointment what happens next?

    If you do not attend the appointment we have arranged, it can result in your claim being delayed.

    Failing to attend multiple appointments can also result in fees being raised which you may be personally liable for.  A tip to avoid this happening is to notify us as soon as possible if you cannot attend; this way we can arrange a more convenient appointment for you.