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These posts contain excellent advice. What you have done is entered into is a business deal with your insurance company. Expect that they are your adversary and trying to get out of this as cheaply as they can without regard to you. Zero cost would be great for them, leaving you to deal with the damage. They'd take that in a heartbeat and would pursue that if at all possible. They will certainly pursue minimal cost to them without regard to you and push that agenda. As a negotiation tactic there is no reason for you not to be unreasonable. They are intentionally unreasonable by citing "policy". Ask them if they can fix it "right", and make a big deal about it. That way when it comes back with sand scratches and inadequate (to your standards) body work, you can reject it and refer to the "you said you could fix it right" conversation. That strategy has worked, and I have never had an insurance claim I did not have to push back on. It's all about the money. I know I'm sounding negative, but I've had to deal with this and from my experience the best defense is a good offence. Don't make the mistake of being nice to the insurance company representatives, they do not have your best interests in mind. It's not personal, it's just business. Good luck and treat this like it should be treated, nothing more than a game between you and the insurance company. You might get lucky and get a positive resolution without conflict which would be outside my experience.
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