I had a claim very recently with them, my car was stolen and recovered, and someone responsible was arrested.
I had to wait 3 months for the full blalance to be paid. Be extremely persistant with them, as they tend to let things slide a bit if given any slack.
The assessors had the car for over 3 weeks before they finally wrote it off, being more concerned with minor details like "did the car have windows or wheels before it was stolen" wtf? The modifications appeared to be the least they were concerned with, they focussed on had the car been secured and where was my receipt for the immobiliser (which I had) and trying to prove my car was a complete wreck when it was stolen (which it wasn't!)
If you encounter any trouble, contact the Insurance ombudsman he will direct you what to do, and may even put you in contact with the head of AAMI who sorted my troubles instantly, if you get anyone else but him on the line INSIST you need to speak to him only!
They witheld the excess for an extremely long time, even though charges had been laid within 2 weeks of my car being recovered, it took the detective in charge to be contacted...even after AAMI said they had called the police and been told nobody had been caught in relation to the theft (bullshit)
BE PERSISTANT!!!
Especially when *they* say you were driving this the whole time prior to the theft