You are generally only entitled to 'market value' for your car if it is written off. As such, IF they tell you it's going to be a write-off, they then will then give you a figure. The best bet, in such a case, is to go onto autotrader, etc. and find similar cars and what they are for sale at, and negotiate from there if the offer from the insurance is low.
As to being out of pocket, yes, it can happen. Admittedly not much help now, but in future I'd recommend GAP insurance. Not from a dealer (where it is loaded with a big chunk of commision for the salesman), but from ALA or Frank Pickles.
When we bought a new Z4 last year we took out a 4 year GAP policy which cost about £250 for a £33k car.
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