It is absolutely normal for people to think that your own insurance company is looking after your interests. However, you have to remember that your insurance company is in business to make money for its’ shareholders. The second that your insurance company starts to pay out benefits to you, it is taking money (profit) away from shareholders. Your insurance company wants to bring in as many premiums (income) as possible and pay out as little claims (expenses) as possible. The difference between these two (income and expenses) are profit to your insurance company.
It’s hard to believe that the insurance company will always look out for your best interests.
Any time that your insurance company can think of a way to avoid paying insurance benefits to you and keep that money in their own pocket, they will do so. I am constantly reminding my clients that they must consider both their own insurer and the other driver’s insurer in the same way. Neither insurer has the client’s best interests at heart. Even if you have not yet decided whether to make a claim against the other driver’s insurance company, you should get some legal advice on dealing with your own insurance company and how to ‘keep them honest’.