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Ah, anon, spoken like a true insurer puppet! Low value is a relative term; clearly you have not suffered injury as a result of someone else's fault and so do not understand that monetary compensation is the only real recompense. Their injury cannot be taken away.

Do explain how you have access to the case file of each and every Claimant, to be '100% certain' that a case handler has not spoken to a client? If you have evidence that firms are putting claims forward without instructions you must report this to the SRA. It is their business to regulate solicitors.

As to medical reports, we all know that MedCo is utter trash (you can't really complain given that it was requested by insurers such as the one that employs you). Again, though, if the staff of a firm you are dealing with do not know what they are doing you must notify the appropriate persons.

Answering the phone? Pot calling the kettle black, give that many insurers I understand only accept contact via email now. Liability discussions? The same.

Come back when you understand how legal costs work and the reason fixed costs were introduced at the level they were.