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The Government intends to maintain the Portal system post reforms.
The admin staff that you speak of with at least have the experience of handling volume cases, under the supervision of Solicitors.
Bear in mind that a layperson, who let's not forget may have serious, debilitating injuries at the relevant time, that are nevertheless worth less than 5k, will be approaching this with no prior experience.
I could also have cited all the complexity for a layperson surrounding engineering evidence/disputed vehicle damage and credit hire but had hoped my original points were sufficient for anyone to see it's a fallacy to expect laypersons to run PI cases themselves.