I think all insurance companies get bad reviews from someone. There's always going to be somebody disgruntled.
I have tried to use companies that do well in AutoExpress's insurance company review. It's a bit like a JD Power review of insurance companies.
NFU always come out best, but are expensive.
LV come out pretty well though and have been competitive for my wife and me.
They have UK call centres and have always been efficient when I have had to call them.
Previously I had good service from Zurich Insurance, but in the end renewal premiums were too expensive and I did get a bit fed up of Indian call centres: some were OK but you'd often get someone that it was difficult to understand.
With LV renewal on my wife's insurance this January her premium dropped from £470 to £330. I nearly fainted - that's unheard of isn't it?