I also have had a genuine experience with Alexander Swan which has upset me greatly. This is true by the way!
In March I broke my rear van door window by letting it blow into a tree.
So it was covered under windscreen cover (more accurately glass cover) and as expected I paid the excess with no NCB issue.
However the glass replacement was done on my drive by National Windscreens but what I thought was tinted privacy glass was in fact a film put on by the dealer when I bought it new. So when the glass arrived it was almost clear which meant one door window looked black while the replacement was clear and the contents of the van could be easily seen.
I rang the Hyundai dealer who told me who they used for tints and for £40 I had a matching tint fitted.
So, am I covered for the £40? Is it original spec or not? I emailed Alexander Swan and was told - after they quickly checked with the insurer I would be covered if I sent a scanned copy of the paid receipt which I did.
It took them 5 working days to turn it around and a cheque landed on my desk yesterday.
THE REASON I AM UPSET (EXCUSE ME SHOUTING) IS THAT EVERYTHING WENT PERFECTLY SMOOTHLY! I HAD NO OPPORTUNITY TO GET SARCASTIC, WRITE A LONG "CLEVER" LETTER, HAVE A FLOUNCE OR GO TO ANY OMBUDSMAN!
In short I have been able to get on with my work with minimum fuss and disruption.
Bad show Alexander Swan.