My son was tailgated a year ago and the driver responsible admitted full liability. His insurance company, Eagle Star were prepared to supply a coutesy car and repair the damage, but when AXA direct, my sons insurers were informed, he was told it would be quicker for them to deal with the claim and his comprehensive motor policy also included a courtesy vehicle. 2 months later, no vehicle had been supplied and a cheque arrived for £1500 less than the car was worth, with a letter saying it had been written off.
Following a further 6 months of letters and requests for justification of their assessment, all of which were ignored, the Insurance Ombudsman Bureau, who were also less helpful than they could have been, judged that an increase of £1200 on the original offer was fair.
Considering that he never got a courtesy vehicle, had his written off with no chance of an independent assessment and got no premium refund because he effectively made a claim, even though he was the innocent party, I think he was treated very badly.
AXA Direct would not provide information on the location of the vehicle, did not answer any of the questions about the provision of a courtesy car and never once wrote to inform him of the situation concerning the claim other than the first cheque for an insulting amount.
Needless to say, he will not be using them in future.