Based on my experience with this insurer I would not insure with them again. The Oft have made a provisional referral to the competition commission as it considers that some insurers are engaging in anti-competitive behaviour. Basically, when you make a claim they run up huge bills for replacement hire cars. This increases the costs for other insurers and pushes up premiums, which the insurance company has a competitive incentive to do. You can google it for details. I referred my concerns to the regulators. If you have any concerns regarding any insurance company engaging in such anti-competitive behaviour or not dealing with your claim fairly or trying to settle 50/50 when it's not jusitifed, then email details to the FSA and OFT. Some insurance companies say they can do what they like as the terms and conditions give them the right to deal with the claim. That's not the case and abusing such a term would be unfair and should be reported to the FSA. It's on the grey list of indicative unfair terms: "excluding or hindering the consumer’s right to take legal action or exercise any other legal remedy, particularly by requiring the consumer to take disputes exclusively to arbitration not covered by legal provisions, unduly restricting the evidence available to him or imposing on him a burden of proof which, according to the applicable law, should lie with another party to the contract."