ssherman-I've had AMFam all my life. I've put 4 major claims through them (three totals) and have had both good and bad experiences.
My first total was not my fault, the other driver was also a AMFam they offered me a low ball number and said, "take it or leave it". I took it and learned a lesson.
The second total they tried to low ball me again. I had to go to arbitration to get book value for the car. Even though the car was fully loaded, they were trying to give me the price for a base model. This was the same adjustor that I had for the first accident.
The third total turned out very well. We were definetly at fault and AMFam offered us MORE than book value on the car!
In retrospect, it's the adjuster that you're dealing with that affects how things turn out. If you can't get anywhere see if you can get a different adjuster. I'm not sure if you can swap. If nothing else, then just go to arbitration-you'll have to have a appraiser look at it, but things should come out in your favor.