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Having been through this I found that they seem to stick to the glass valuation. My particular issue was you could buy a similar age and mileage car for the payout it would not get a car with the same or close spec.
I am currently escalating to the ombudsman as I don't think I got a fair payout, which is your last point of escalation.
My sister had a total loss a while ago and direct line were a lot easier to deal with than Aviva so it also depends on the insurer
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