but like some of those who have experienced it, it can be an invaluable insight to how to handle things.

yes, i understand 100s of insurers out there, 1000s of repairers/accessors and what not all with a slight twist to how they will handle things, and more often than not, loads of call centre operators based here and overseas.

eitherway, plenty of opinions have been offered. it is now up to the OP to make what he can of the information and how he wishes to handle his case with the insurer.