I'm sorry, but when I pay for legal support, I like to get something back for my money. If they decide to outsource on a "no win no fee" deal, that's their choice and I still expect some service from them. They take my money, so when I don't get the service I like to complain to them and I don't want to be told that they can't help me because it's not them dealing with it.

As a comparison, when you buy a faulty bike, you take it back to the dealer, even though it's the manufacturer's fault. If you have a problem with your bank account, you complain to your bank branch, not the investment banker who's lent your money and is buying dodgy mortgages with it.
I don't see why insurance companies are any different.

Secondly, when I tried to figure out how much money I was going to back if the claim was settled in my favour (it eventually was, but you loose your NCB as long as the claim is ongoing), the sales person said she couldn't tell me and refused to give me a quote as if I had kept my NCB. None of the other insurers had any problem with that, and H&R were much clearer and seemed to know what they were talking about. I got back exactly the amount they told me I was going to get, the year before.

As I said, they're very friendly on the phone (but then which commission paid sales person isn't?) when they sell you stuff, but that's not when you need them to be most helpful!

Good luck if you ever need them, but I sincerely hope you never have to!!