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15:14

Why are PI insurer handlers paid more - I must have missed the whys of it?

The rest of what you say is frankly tosh. Why reply to emails or calls if the claim is on the portal - the protocol covers it so you just need to sit and wait for a stage 2 pack or whatever. If it falls off you're into the realms of the general protocol.

Personally, for cases on the portal I ignore emails for updates on medical evidence etc as that is what stage 2 and a settlement pack is for. Why do extra work that isn't paid for? Or should I reply then bill my client?

And why do you care how claimant firms operate? The costs are the same regardless of whether 1 person works on a case or 10. I really get the sense that you're getting worked up about this just for the sake of getting worked up about it.

Saying that legal assistance isn't needed is simply ridiculous. Insurers generally cannot be trusted to deal with third parties ethically without someone watching them - see all the fun and games they get up to between themselves, 3rd party capture and repair costs and so on. You're too young to remember Colossus but I guess that something similar is out there somewhere calculating how much can be saved with low offers on every single case.

As an example, I have just had a portal case go to stage 3 where the insurer's final pre-hearing offer is now £5k more than their protocol best offer. £5k is a fortune to most of my clients and indeed to me. Maybe they have a school leaver pressing buttons.

Mind you, at present I am quite peeved because my wife and I had a multi-car premium renewal for 2 cars at £919. That insurer's own website then quoted £780 with exactly the same data, so I went elsewhere and got it at £566.