I didn't see that bit, but it does sound about right.
Some git reversed into my car and drove off while I was at work last year and when I went to renew they said I couldn't have my NCB. I 'had words' shall we say - after all, why should I lose my NCB when I was 40 miles away at the time? And when I 'opened a claim with them' (wrong, I merely informed them of the accident, as you have to do) I didn't claim a penny off my insurance, it all went through his.
Cheeky fcukers really...
Did get the NCB in the end though, but arguing with people who only understand set english phrases was a bit of a challenge... lol