Just had a look a the initial post in this thread, don't want to waste time reading the lot, but I would make these points:
Adrian flux are an insurance broker. They find the cheapest quote from the underwriters they use and take a commission. Like any broker, they are not the insurance underwriter.
Asking to use his own garage for repairs was a big mistake. Insurance companies use top end coach builders for their repair contracts in my experience. If you have any problem with the quality of any repair, you have legal redress. If your preferred repairer makes a mess of it, it is solely your problem.
All he has done is made a **** load of inconvenience for himself through naivety.
Whilst I am unbiased, I do prefer to use a broker. My preference is to use one with a local office so I can sort things out in person, and one that works for me filling in as much of the bumf as they have knowledge to do.