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Haven write to people Geoff, always have and I suspect they don't care much if they breach the protocol as they get to save money. In my experience the insurers only care about portal rules if it means they only have to pay portal costs. They still don't know how to properly respond to claims 4 years on - regularly rejecting things that they ought to be stating "require further investigation" or dropping out "liability denied" when they mean further investigations.

Problem with the ABI agreement in this context is it is mealy mouthed when it comes to represented claimants. It reads:

" Where an unrepresented claimant advises that they are now legally represented, the insurer should ask for the contact details of the representative. When the insurer has been advised of the contact details of the legal representative, the insurer should send all the documentation to the legal representative, with the consent of the unrepresented claimant, without delay. The focus should be to allow the solicitor to get up to speed as quickly and easily as possible."

It doesn't actually say they can't continue to speak to Claimants directly.