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The 25th RIAD Congress in October 2015 inspired this brochure which highlights how quickly online dispute resolution (ODR) is evolving and wants to raise awareness within the legal protection industry.

As our world moves online and embraces technology ever more strongly, existing means of redress are being challenged as never before. And it is not just the future of the classical judicial system that is at stake. The 25th RIAD Congress was our inspiration behind this publication. The congress, which took place in Brussels in October 2015, highlighted just how quickly Online Dispute Resolution is evolving, both in sophistication and scope. In order to further awareness within our industry, this RIAD publication elaborates on the insights gleaned from the event and provides a helpful overview of Online Dispute Resolution as it is practiced today. We also examine the potential of this new approach to dispute resolution to change the business of legal protection insurance. Each year, RIAD, the International Association of Legal Protection Insurance, uses its Congress to bring a diverse range of thought leaders together – be they policymakers, industry chiefs or leading academics – in order to get to the nub of trends that are determining the future shape of legal protection insurance. More information about the 25th RIAD Congress is available from:

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Life has moved online

The internet now infuses all areas of our lives and when even legal services can be automated and delivered online, it is clear that no sector – least of all the legal protection insurance sector – can think itself immune from digital transformation.

Society has rapidly moved online over the past decade. Everything from tablet computing to apps to increased mobile and online entertainment are powering behavioural changes. The internet now infuses all areas of our lives. Ease of online access is facilitating the rise of disruptive new technologies that have, in some cases, transformed whole industries and toppled market leaders. Business leaders realise that today’s digital economy reaches far beyond the information and communications technology (ICT) sector. Retail, transport, banking, insurance, manufacturing, education, healthcare and media - to name but some sectors - have been transformed by technological change. As the internet empowers people to create and share their ideas, it gives rise to new content, new entrepreneurs and new markets. When even legal services can be automated and delivered online, it is clear that no sector – least of all the legal protection insurance sector - can think itself immune from digital transformation.

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The rise of the digital economy

The internet is now part of our daily routines and life without connected mobile phones is becoming inconceivable. Forecasts estimate that by 2016 internet-driven economy will be worth USD 4.2 trillion in the G-20 economies and the turnover of Europe’s e-commerce sector has already reached €352bn in 2013. Trend: rising.

Today, the internet is an essential part of our daily routines. In fact, people are spending twice as much time online as they did a decade ago. In the UK for example, internet users said they spent nearly 10 hours online each week in 2005, whereas by 2014 this figure had grown to 20 hours and 30 minutes, according to a study by Ofcom (a regulator for the communications sector). And this trend is accelerating rapidly. Between 2013 and 2014 time spent online grew by three and a half hours online per week. Furthermore, in the same report, the biggest increase is cited among 16-24 year olds, whose time online has increased threefold to 27 hours and 36 minutes.

Because access to the internet is faster and easier than before, the time people spend online while away from home or work - has increased fivefold over the past ten years. In the UK, nine in ten adults now have access to the internet.

The emergence of social media as a communications channel is a notable corollary of greater internet usage. Again according to Ofcom, social media use has tripled since 2007, with nearly three quarters of internet users aged 16 and above saying they have a social media profile. Some 81% of these access social media at least once a day - using services such as Facebook, Twitter, LinkedIn, Instagram or Tumblr. Interestingly, social media use is not the sole preserve of youth, with nearly half of online 55-64 year olds having a social media profile.

For 16-24 year olds, life without a connected mobile phone is inconceivable. When asked which device they couldn’t live without, some 59% of this age group said they would miss their mobile phone the most, with TV ranking a distant second (17%). Generally, consumer confidence in the online world has grown steadily over time, even if some concerns remain around security, fraud or privacy. People are increasingly more likely to go online when searching for information, goods or services or to engage in public or civic activities.

The digital economy powers up

The European Commission’s DAE (Digital Agenda Europe) Review studied the influence of digital technology on jobs and growth. The findings emphasise just how much technology is shaping businesses of all kinds. Evolving ICT technologies coupled with widespread diffusion mean that the digital economy can no longer be considered to be a subset of the mainstream economy.

The rise of digital technology

• Half of all productivity growth deruves from investment in ITC.

• Internet traffic is doubling every 2-to-3 years and mobile internet traffic is doubling every year.

• Wirelessly connected devices to double globally to 50 billion by 2020.

• Mobile data traffic expected to increase twelvefold between 2012 and 2018.

• More than 4 million ICT workers (across many sectors) in Europe.

• ICT employment is growing by 3% annually despite the financial crisis.

Source : European Commission Expert Group on Taxation of the Digital Economy, Working Paper: Digital Economy - Facts & Figures, March 2014

While exact measurements of the digital economy remain challenging, some high-profile studies by McKinsey Global Institute and Boston Consulting Group do shed light on the scale of the digital revolution.

McKinsey examined data from the G8 and five other countries (Brazil, China, India, South Korea, and Sweden) and calculated that the internet accounted for 3.4% of GDP, and had fuelled 21% GDP growth in the preceding five years. Internet usage by SMEs was estimated to create a 10% rise in productivity.

Boston Consulting Group estimated that by 2016 internet-driven economy will be worth USD 4.2 trillion (up from USD 2.3 trillion in 2010) in the G-20 economies. To put that into perspective: if the internet were a country, it would rank fifth in the world in terms of its GDP. The Boston study noted an annual rate of 8% for internetdriven economic growth in G-20 countries, which outstrips growth in more traditional sectors. They estimated the internet’s contribution to GDP to increase to 5.7% in the EU by 2016. Overall, it is estimated that the digital economy in the G-20 will double in size between 2010 and 2016.

Retailers have been at the forefront of the move online. Europe’s e-commerce sector recorded an average annual growth rate of 17.4% during the 2009-2013 period. Turnover grew to reach €352bn by 2013, according to EMOTA.

Compared to other regions, Europe leads with a global market share of 33%, just above the Asia-Pacific (32%) and ahead of the Northern American market, which totalled €318bn. Eurostat figures indicate that the share of e-commerce in the total turnover of European businesses was around 14%.

The share of individuals buying online in Europe reached 47% in 2013. And take-up is rising fast. On average, for every year over the past decade an additional 3% of the population bought online. Levels of up to 75% are being observed in leading online markets in Europe.

Stefan Krawczyk on the future success of ODR (Video)

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A virtual world with real-life disputes

Together with the rise of the internet, consumer expectation has changed and online shoppers want to settle their conflicts rapidly and at low or no-cost. To this online dispute resolution is the best, trust enhancing, and economically most viable response which has led to a number of innovations.

Secure online payment systems are driving up confidence in online business, but full mainstreaming requires efficient solutions to manage conflict. It is not economically viable to manage low-value disputes with lawyers, especially when the volume of claims explodes. In additional, consumer expectation has changed. Online shoppers overwhelming expect a rapid, straightforward and low-cost or no-cost solution to their problems. Online Dispute Resolution (ODR) is the best response to this pent-up demand and as a result there has been a stream of ODR-related innovation in the marketplace.

Although the digital economy is growing at seven times the rate of the rest of the economy, a patchy pan-European policy framework is acting as a brake on e-business.

The European Commission’s ambitious plans for a Digital Single Market (DSM) aim to reduce barriers to cross-border online trade. One of the tools expected to build confidence in the DSM is Online Dispute Resolution.

According to the European Commission, consumers and traders should be able to solve their contractual disputes online or offline, and at local or cross-border levels, through out-of-court dispute resolution entities. This will enable them to solve their disputes in a simple, quick and inexpensive manner, away from the courthouse.

In addition, consumers and traders should be able to use an ODR platform for online disputes in any of the EU official languages. This will help them solve cross-border disputes, particularly when the parties live in different Member States and speak different languages.

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Online Dispute Resolution (ODR) goes mainstream

New alternatives to litigation have emerged for resolving disputes out-of-court which people regard as being less time-consuming, less expensive and more satisfactory.

In resolving disputes, Alternative Dispute Resolution (ADR) is recognised as a valuable antidote to litigation, which is seen as time-consuming and expensive. Over the last decade novel ways to solve disputes out-of-court have emerged. The societal advantages of these new approaches are evident: it eases the burden on the clogged judicial system and it allows citizens to pursue their rights in a more satisfactory manner.

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ODR's reach is accelerating

As shoppers buy more online, ODR is the logical solution for conflicts. Consequently, we see more and more online mechanisms for dispute resolution kicking in as ODR is written into law and even the judicial systems begin to embrace it.

In today’s digital world, Online Dispute Resolution (ODR) has become the rising star of dispute management and resolution. As internet usage expands, new and efficient mechanisms to resolve online disputes are replacing traditional mechanisms. E-commerce is unthinkable without ODR, policymakers are writing ODR into law and the judicial system is beginning to embrace it. All agree that it is pivotal to delivering access to justice.

Benefits of ODR

• Saves time

Dispute are typically settled quickly using ODR, in marked contrast to bringing a lawsuit to trial.

• Saves money

A range of litigation expenses can be avoided, such as lawyers'fees, court costs and experts'fees.

• Increased involvement

Parties are clear as to the steps in the dispute resolution process and often play a greater role in shaping the outcome. For some ODR processes, parties have more opportunity to tell their sie of the story than they would at trial.

• Preserve relationships

ODR can be a less adversarial way to resolve a dispute and can involve mediators who help the parties effectively communicate their needs. In some cases disputes can be settled anonymously.

• Increase satisfaction

In a trial situation, there is typically a winner and a loser. Like ADR, ODR can help the parties to find a win-win solution that increases the parties'overall satisfaction with both the dispute resolution process and the outcome.

When disputes arise, today’s citizens expect to be involved in finding solutions, rather than remain spectators in their own conflict. ODR is perfectly aligned with this societal trend. With so much momentum building, the future looks bright for ODR.

Graham Ross on the advantages of ODR (Video)

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What is ODR ?

Pablo Cortes on the added value of ODR (Video)

ODR means that ICT and the internet are entirely or partially involved in resolving disputes. These techniques can be integrated into court procedures or applied to conflicts which are solved out-of-court. Consequently, ODR is not a synonym for ADR (alternative dispute resolution) which is equated with out-of-court procedures.

Online Dispute Resolution refers to the use of ICT and the Internet to help resolve disputes. Wikipedia defines ODR as a branch of dispute resolution that uses technology to facilitate the resolution of disputes between parties. It primarily involves negotiation, mediation or arbitration, or a combination of all three. Online Dispute Resolution can take place either entirely or partly online.

While ODR is not a synonym for Alternative Dispute Resolution (ADR) – one point of difference is that ODR techniques can be integrated into court procedures, i.e. where a judge could settle a dispute through a process which is entirely or largely conducted across the internet – it does share many of the advantages of the latter with the added possibility of applying the latest online technologies to the process.

In truth, ODR is something of a catch-all term, in that it can describe many types of dispute resolution process. Its form can change radically depending upon the class of dispute it is being applied to. Given the pace of change of technology, an authoritative definition is still someway off and may even be impossible to reach.

The application of ODR is particularly well suited to high volume, low-cost consumer disputes arising from online transactions. There is a natural logic in using the internet for the resolution of e-commerce disputes, and it allows jurisdictional problems to be surmounted when parties are located in different territories.

However, it must be emphasised that it is not the only kind of ODR. Online Dispute Resolution is being applied a wide range of disagreements – from consumer disputes to quarrels amongst citizens and from family related disputes to interstate conflicts.

Sometimes human beings remain heavily involved, as when ODR systems provide facilities for judges, mediators or negotiators to handle disputes by communicating electronically with parties and by reviewing documents in digital form. On other occasions, the assessment of a legal problem or the negotiation itself might be enabled by the ODR service without much or any expert intervention. ODR techniques are being deployed and evolving rapidly around the world.

As far back as 2003, the potential of ODR was apparent and it was noted that: cyber-mediation is in its early stages of development and that it will likely become an increasingly effective mechanism for resolving disputes as technology advances . Today, in terms of mediation, fully automated negotiations are possible, as are technologyled assisted negotiations.

We asked delegates :

Which elements do you consider as absolutely essential for ODR ?



Quick resolution

User friendly

Easy tool


Quick repons


Being monitored

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ODR and the digital economy

Online transactions and purchases are expected to boost European economy. In order to sustain this development, EU policymakers put into force a legislative framework, creating a European ODR platform and strengthening consumer protection, which is meant to create trust and amplify the use of the digital market.

The Digital Single Market strategy is a priority of the Juncker Commission. But as online transaction volumes rocket upwards so too does the potential for dispute. European policymakers have turned to ODR to promote high levels of consumer protection across Europe’s digital economy.

Europe’s ODR platform

The 2013 Regulation on consumer ODR establishes a European platform for online dispute resolution. The platform, which went live on 15 February 2016 (, is managed by the European Commission and acts as a one-stop-shop for consumers and professionals. It facilitates communication between consumers and traders involved in a dispute and it directs them to a certified ADR provider.

The scope is narrow. The ODR platform does not seek to resolve the dispute itself; instead it aims to channel disputes to a relevant ADR scheme. However, it is very significant as it is the first time European law prescribes an ODR mechanism. The ODR platform is expected to encourage more cross-border trade by boosting consumer confidence in the EU.

All online EU businesses have to provide a link to the ODR platform. The platform is a single point-of-entry for consumers and traders looking to settle their dispute out-of-court when a problem arises regarding a product or service.

The ODR platform is designed to be user-friendly and interactive, available in all EU official languages and the service is free-of-charge. Online traders also have to provide an electronic link to the ODR platform on their websites to inform consumers.

How the ODR platform works in practice

Consumers who encounter a problem with an online purchase can submit a complaint online through the ODR platform. The ODR platform will notify the trader that a complaint is lodged against him. The consumer and the trader will then agree on which ADR entity to use to solve their dispute. When they agree, the chosen ADR entity will receive the details of the dispute via the ODR platform.

The platform is designed to speed up the resolution of the dispute by allowing ADR entities to conduct the proceedings online and through electronic means. To support the functioning of the ODR platform, national contact points act as ODR advisors in their respective countries. Their task is to provide general information on consumer rights and redress in relation to online purchases, assist with the submission of complaints and facilitate communication between the parties and the competent ADR entity through the ODR platform.

The ADR Directive

The ODR Regulation was adopted at the same time as and complements the Directive on Consumer ADR. The directive’s purpose is to ensure that there is an ADR procedure available for contractual disputes in every market sector, excluding health and education.

The ODR platform only connects to ADR entities that comply with the ADR Directive, i.e. the quality criteria guaranteeing that they operate in an effective, fair, independent and transparent way.

Traders are obliged to inform consumers about ADR on their websites and in their general terms and conditions. When a dispute cannot be settled directly between the parties, the trader must inform consumers about ADR. The Member States must ensure that the ADR procedures are free-of-charge or available at a nominal fee for consumers, and that the outcome is available quickly (in principle, within 90 days after receipt of the complaint file). The ADR Directive applies to out-of-court resolution of domestic and cross-border disputes concerning contractual obligations stemming from sales contracts or service contracts between a trader and a consumer. It does not apply to procedures initiated by a trader against a consumer. Nor are consumers obliged to make use of ADR procedures.

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What's next for ODR

Graham Ross on where he sees ODR in 5 years time (Video)

Online and alternative dispute resolution is changing existing means of redress and its use is expanding from retail disputes into new fields such as family, inheritance, employment and other areas of law.

The 25th RIAD Congress ‘ADR: GETTING IT RIGHT ONLINE’ took place in Brussels in October 2015. At the event, leading policymakers, insurance and legal professionals and academics considered how Alternative and Online Dispute Resolution are changing existing means of redress.

The debate focused on the future of the classical judicial system and delved into the challenges and opportunities ADR and ODR present for the legal protection insurance (LPI) industry. The event took place after the coming into force of new EU rules on how consumers and traders can settle disputes and just prior to launching the European ODR platform.

The expert contributors emphasised that ADR and ODR offer better and more equitable access to law and justice, and deliver greater transparency, trust and confidence. And the Congress revealed that ODR is not just for online retail disputes – family, inheritance, employment and other classes of disputes can be resolved using ODR.

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Insights from the RIAD Congress

Congress participants noticed that people seek different ways for resolving their disputes but that awareness of ODR is still lacking. Nevertheless, delegates agreed that the commoditisation of legal services seems inevitable which calls for creative solutions in responding to legal issues.

Stefan Krawczyk, Associate General Counsel & Head Government Relations International, eBay, emphasised how the sharing economy is changing society. For eBay - a platform with 157 million users and 8 million new listings per day - trust is essential. Transparent user feedback via online ratings are used extensively to help prevent buyer/ seller disputes from arising in the first place. When problems do occur, a seamless algorithm-based ODR process kicks in. The vast majority of complaints are resolved within a week and require no human intervention.

Despina Spanou, Director for Consumer Affairs, DG Justice and Consumers, European Commission, highlighted that enforcement of digital rights is now a political priority in the EU. The 2015 consumer market scoreboard found that awareness of Alternative Dispute Resolution mechanisms was lacking. The new European ODR portal is therefore about creating trust in the marketplace. It will be heavily promoted by the European Commission throughout 2016.

Pablo Cortés, Senior Lecturer, University of Leicester, emphasised that ODR has already becoming the default option for low-value disputes. Technology is the fourth party in a dispute (with the mediator normally being the third) and it is changing the dynamic of conflict resolution. Contrasting approaches to ODR remain. The US model favours arbitration and class actions whereas the EU model favours ombudsman and an opt-in system for collective actions. There has been an increase in certified ADR entities for consumer disputes, which is improving quality in Europe. ADR is often embedded into the civil justice system. However, uniform standards still need to be agreed from best practices. A rationalisation of the ODR/ADR landscape would also be helpful as would a broadening of scope to include dispute prevention.

Pablo Cortés underlined that clients’ needs vary and some will always want human interaction. In addition, new classes of dispute, such as identity theft or even children suing schools because exam results aren’t good enough - are accompanying the digital revolution and the move to a more litigious society.

Noting the rapid changes in society and in the marketplace, Marnik Vanhaverbeke, Managing Director, LAR Belgium, emphasised three factors that will determine the future of the legal protection insurance industry: the customer; being creative; and being open to collaboration. Insurers have to ask themselves if they are offering services that are relevant to today’s consumer. To succeed online the LPI sector needs to be creative – i.e. embrace innovation and develop algorithms or other technology-assisted dispute resolution tools. Companies from disparate sectors are collaborating like never before – the LPI sector can similarly work with others to deliver the kinds of solutions online customers expect, e.g. witness IKEA offering insurance cover.

Grégory Jemine from the University of Liège and a member of Generation Y - i.e. young adults born after 1990 and used to technology and socialising online - echoed the importance of trust even for digital natives. He felt that it will be challenging for legal protection insurers to position themselves as legitimate actors in the conflict resolution space between buyers and sellers.

Pat Monks, attorney at law in Texas (USA), pointed to the commoditisation of legal services as an inescapable trend. When, for example, standard texts for wills are available for less than $70, it is clear than incumbent providers need to be creative and add value to their offerings.

Clearly, ODR provides a valuable response that helps to both de-escalate disputes and find feasible solutions which leave sufficient room for emotion, i.e. it goes beyond the concept of a win-lose, ‘binary logic’ approach in which the law decides the fate of the parties. Online conflict management platforms better meet the emerging need for quick, simple and inexpensive conflict resolution.

Pablo Cortes on the use of ODR in the judicial system (Video)

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ODR in action

Stefan Krawczyk on how the Ebay platform works

Here you’ll find examples of active ODR tools and the case study of YOUSTICE.

ODR Case Study : Youstice

As the world goes digital, the ODR ecosystem is trhiving spontaneously. Youstice is a prime example of how easily dispute resolution has moved online.

Launched in 2014, Youstice is an award)winning web application that helps resolve customer complaints and make shopping trouble-free.

By integrationg Youstice into their online store, companies can seamlessly communicate and handle customer complaints within a matter of minutes. It makes the claim management and monitoring process much more efficient. For customers, Youstice offers an easy way to get a fast and fair resolution for their claims.

With Youstice's multilingual platform a clam can be filed online in just a few clicks. For those exceptional cases that were the buyer fails to reach an agreement with the seller, the case can be escalated, meaning that a decision will be requested form an independent ODR provider.



Out-of-court (non-judicial) entities typically involve a neutral party (e.g. a conciliator, mediator, arbitrator, ombudsman, complaints board etc.) who proposes or imposes a solution or brings disputing parties together to help them find a solution. Increasingly these ADR entities are going digital and some even operate exclusively online. Beyond well-established retail players such as eBay, new online tools are helping resolve all kinds of conflict from intellectual property to financial to family-related disputes. It’s a trend expected to keep growing.

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What does ODR mean for insurers ?

Philippe Rambaud on the advantage of ODR for customers (Video)

Entire industries have been reshaped by the online world and disruptive innovation may well be the way forward for legal protection insurers to reach out to new customers and continue offering relevant services.

Once proud market leaders who were too slow to change have found themselves left behind in the online world. Entire industries are being reshaped before our eyes. Witness the contrasting fortunes of iTunes and record stores, Uber and taxis or local stores and Amazon.

The dilemma for business leaders is that disruption tends to go hand-in-hand with digitisation. Going online can mean having to choose between holding onto an existing market and going for incremental improvements, or seizing new ones, embracing new technologies and perhaps adopting a new business model. As Netflix did when it switched from being a DVD rental service to streaming movies on-demand.

Disruptive innovation is attractive because of its promise of new markets and the discovery of new categories of customers. Such disruptions may begin life as unproven, relatively crude products that find their first customers at the lower end of the market. But successive polishing improves them to the extent that they are ready to topple the incumbent market leader.

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Three reasons to get involved in ODR

The growth of the online market and the rise of the so-call sharing economy will lead to an increase of online conflicts and has already changed consumer expectation. In offering ODR solutions, legal protection insurers can answer to these transformations, build trust in the new market place and modernise their business model.

Online Dispute Resolution has the potential to be the disruptive innovation that transforms the legal protection insurance (LPI) business model. Here are three good reasons why legal protection insurers should ensure that ODR is integrated into their strategic objectives, as highlighted by RIAD President Philippe Rambaud at the 25th RIAD Congress, held in October 2015.

The online mediation market is growing

The strong growth of e-commerce over the last few years is expected to accelerate. It is assumed that robust consumer confidence will underpin future increases in online business. The proliferation of trustmarks seeking to deliver a high level of consumer protection is testimony to this collective effort to build trust. But despite such efforts, the everincreasing volume of online transactions will see the potential for disputes increase dramatically.

Trustmarks safeguard consumers by providing accurate and transparent information regarding the trader, product description, product availability, delivery times, pricing and so on. Equally they provide a level of comfort regarding the returns process, reimbursement, accessible customer service and timeliness of complaint management. Other trust building steps include credible rating systems where would-be customers can review others experiences with the site.

But preventative measures alone are not enough to maintain consumer trust in the integrity and quality of the service being offered. As the RIAD Congress heard, eBay recognised the value of dispute resolution to its business model early on and its innovative approach to ODR has helped it become the global brand it is today. In addition, European policymakers also recognise the need to build trust. The European ODR regulation which takes effect in 2016 signals a new era for online dispute resolution in Europe.

The rise of the so-called sharing economy that directly links individuals, is worth noting. Businesses such as Airbnb or BlaBlaCar understand the need for a mediator to provide financial and quality of service assurances. The role of a trusted third party is crucial to building confidence that a virtual commitment will actually result in the expected provision of service.


Consumer expectation has evolved

Marnik Vanhaverbeke on the necessity for insurers to adapt their skills (Video)

Today’s consumers are used to operating online. The advantages of the digital economy – speed, convenience and traceability – are increasingly influencing consumers offline expectations and behaviour. For example, if a legal protection insurer offers a purely legalistic response to client disputes, it may find itself out of synch with client expectation. In certain countries we see high rates of amicable dispute settlement and RIAD members are seeing a great desire for amicable settlements from their customers.

While ODR is often associated with low-value retail disputes, its potential is vast. Whereas eBay handles over 60 million disputes, with an average value of between $70-$100 per annum, others have developed ODR for non-retail disputes, such as for separation and divorce, e.g. the Dutch Rechtwijzer Divorce Platform ( rechtwijzer). The societal benefit of ODR, regardless of the context in which it is used, is that it promotes access to law. The standardised approach of ODR greatly simplifies cross-border disputes that involve different languages.

As with ADR, ODR improves confidence and satisfaction of those using it, especially when compared to a traditional, lawyer-led adversarial approach involving courts. A characteristic of ODR that resonates strongly with customers is that it puts them in control of their dispute. Typically, once a straightforward form is completed, there is transparency into to the dispute resolution process. Another major advantage of ODR is speed. Some high-volume ODR systems settle up to 80% of disputes within a week.

An opportunity to reinvent the LPI business model

Access to justice is being broadened by well-known and disruptive providers of legal services. The legal profession is being challenged by online players such as and

While ODR is not – yet – applicable to all classes of dispute it has the potential to transform the LPI industry. While amicable solutions negotiated by in-house legal teams are preferable to courtroom appearances, online mediation is even more efficient. And, crucially, it is much faster in resolving disputes.

ODR can boost the likelihood of amicable solutions. During a dispute between a client and a third party, the opposing party will sometime refuse to negotiate an agreement due to an apprehension of bias. The use of online mediation solutions assuages this concern.

Given the choice, customers prefer the convenience and clarity of ODR. The challenge for the LPI industry is to develop new solutions for individuals and businesses that allow for systematic online mediation, starting with smallscale disputes. New markets are there to be captured. Conversely, failure to adapt puts the industry at serious risk of disruption.

Philippe Rambaud on how insurers can employ ODR for themselves (Video)

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