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What gets my goat is in the tripping claims. You submit it on the portal, only to get Zurich insisting on dealing with everything through written communication and seeking site meetings, etc., on the grounds that the information given on the portal (which I presume was programmed by Mickey Mouse) is insufficient.

You then say to them that site meetings, etc., are not covered by the portal, and that they have to either admit liability or deny it within the time scale, and they spit the dummy out and say they won't agree to costs if you win on the grounds of unreasonably refusing to use the portal process. But we then try to point out it is THEM wanting to use out-of-portal processes, not us.

After all, it was defendant insurers who wanted the portal in the first place for EL and PL. Quite on what basis they ever thought that factually complex claims could ever be dealt with on the portal I do not know. Fair enough for low value RTAs. But EL / PL just doesn't fit IMHO.