To be honest, I am not a big fan of insurance companies at all (especially after our house was flooded two winters ago after a pipe broke), so I wasn't looking forward to dealing with this bike claim. Everything went very smoothly. Crashed, broke the bike and gave them a ring immediately. Spoke to a really nice girl who explained what I had to do (get a report from a shop and a couple of quotes for replacement, Internet-quotes accepted if you live too far from two shops selling your brand (our case) alongside a couple of photos.) The form to fill in was concise. I only put a paragraph of, what, 75 words to explain what happened. I expected a long long wait, to be honest but they were unbelievably quick: I sent everything needed within four days, telling them we were going to be away from the country for 10 days (they took note and contacted us via email, first to check one thing: I crashed 4 days after contracting the policy! Enough to make them dubious, then to let me know that a cheque for £2,000 was in the post). Came back, the cheque was there and new bike was in less than three weeks after accident and would have been with us more quickly had we been in the country. Plus our premium didn't even go up so...
Now I also understand that insurances are a bit of a case by case story. For us, it worked and for the exact opposite reasons I would never, for instance, insure anything with Aviva...
benjamin