You seem to be confusing the idea of a no claims bonus with some to do with having no claims. Bless!
The insurance company is acting defensively and they are upping the premium in advance. Very unfair but that's what they do.
I expect that my colleague @unclebulgaria67 will be along to give you more experienced advice that I can – but I suspect that you will have to suck it up for the moment – make it clear to them in writing what the situation is and that once the matter is sorted out in Austria, you will be coming back to them to have your money refunded and also to have your file cleaned up.
I'm afraid that whichever ensure you go to, they will probably apply the same self-serving defensive unfair rationale.
Yes to everything – and in respect of step number six, if you haven't figured that out then don't do step number four.
This is a self-help forum and you should start doing some of your own research. I've already suggested that you read up on bringing a small claim in the County Court – and you should do that.
Set about getting a crime reference number and at the very least get it in writing to the police so that you've got a paper trail. At least then you will be able to say that you reported it to the police on date X X – and here's a copy of your report. You can explain that because of the virus situation, no crime reference number has been issued as yet – (although by the time you get a hearing date, one may well have been issued).
Also, there is a stage in the procedure where you are offered the opportunity to go to mediation. I normally suggest that mediation is useless – but in this case – and particularly in view of the problems we are having nationally – I would suggest that you agree to mediation. This is not so that you can compromise. It is so that you can stand your ground but also make it very clear to Hermes through the mediator that you have clear evidence of dishonesty by one of their employees and you will be putting that before the judge. You can also make it clear to Hermes through the mediator that once you get your judgement – as you surely will – you will then be making certain that the element of dishonesty is published because you are sure that the judge will refer to it in his/her judgement.
If you do go to mediation then you stand your ground – and you don't give an inch. You want everything in your claim including all your costs and the 8% interest. If Hermes try to shortchange you on the slightest aspect then you simply announce that the mediation is unsuccessful and you then withdraw from it.
@BritanniaLtd Coronavirus: Britannia Hotel made staff homeless in 'admin error'. Read more at https://www.consumeractiongroup.co.uk/topic/420603-britannialtd-coronavirus-britannia-hotel-made-staff-homeless-in-admin-error/
Shocking pictures reveal ‘disgusting’ conditions inside Hermes depot where workers ‘feel like slaves’. Read more at https://www.consumeractiongroup.co.uk/topic/419726-shocking-pictures-reveal-%E2%80%98disgusting%E2%80%99-conditions-inside-hermes-depot-where-workers-%E2%80%98feel-like-slaves%E2%80%99/
Euro Car Parks issued this ticket to the police in Devon and Cornwall. Read more at https://www.consumeractiongroup.co.uk/topic/419522-can-anyone-identify-the-parking-company-which-issued-this-ticket-to-the-police-in-devon-and-cornwall/