What is your turnaround time after a claim?

[DrJones]

My car was stolen twice in November. The first time, the driver side window needed to be replaced and the steering column fixed. The second time the steering column and dash needed to be fixed.

If I'm not mistaken, Tobi (who's fixing it) could repair the first set of damage in a day, and the second in a day or two.

However, because of insurance, I'd of had my car in my possession for less than seven days this month. IMO that is just ridiculous. Right now, because of the two thefts in short succession, they are doing an "investigation" so at this point it looks like it's unlikely I'll get my car back till late next week at the earliest.

Is this normal? I'd call the company after doing the police report and everything, then it'd take 3+ days for them to get back to me to start the claim process (the 2nd time it was a week later). All that time, the car is just sitting in Tobi's shop. After that, they say they need 1-3 days to schedule a time to go out and take pics and such. After that, they OK the repairs and Tobi fixes it. Then they go back out and make sure it's fixed and write the check, then I get it back. This investigation process just seems to add lots more time (AFAIK Tobi hasn't been 'authorized' to even start repairs for this time).

Who here has filed a claim with insurance for a stolen car that was recovered and needed repairs? How long did it take?

At this point I'm really considering switching from state farm. I've never really 'shopped around' for insurance, so I might be able to find a better price, but how slow they are in handling this is just a major PITA.

They also want to meet with me for "at least" 45 minutes to "discuss the second event." From the time I noticed it missing the second time, called it in, had the cop come by, filed the report and did all the paper work, and had the car back in my possession took less time than that...


/rant

[myshtern]

I think going through an insurance claim will suck no matter who your provider is. The obvious solution is to just have less claims :) Don't buy a car that gets stolen every week

[Dave_L]

I'll let Stu field this one since he's in claims.

[DrJones]

I think going through an insurance claim will suck no matter who your provider is. The obvious solution is to just have less claims :) Don't buy a car that gets stolen every week

That is exactly why I can't stand insurance companies.

I pay them money so that they will be there for me when something happens. It's entering a relationship. I give something to them, so they can look out for me. However, rather than being buddies where we mutually benefit each other, it's more of a gay prostitution scheme where customers end up taking it in the ass and paying for that service.

I have insurance so that I am covered if my car gets stolen. I pay them so that when the bad happens, they can act as a buffer and make the whole situation easier. However, that's not how they work at all. They just end up screwing you more and making the situation more difficult.

This entire month, not once has anyone from the insurance company said anything to me that shows any kind of 'caring about the individual' that so many companies as so quick to advertise. Not one person has apologized for the process taking so long, for not returning a call for almost a week, or for anything else. No one has promised to do something to make the process quicker or less painful. In fact, if anything they have done the opposite and seemingly been treating me as a guilty suspect.

Fuck the insurance industry. It's basically a legal mafia that the government requires you do business with.

[myshtern]

That is exactly why I can't stand insurance companies.

I pay them money so that they will be there for me when something happens. It's entering a relationship. I give something to them, so they can look out for me. However, rather than being buddies where we mutually benefit each other, it's more of a gay prostitution scheme where customers end up taking it in the ass and paying for that service.

I have insurance so that I am covered if my car gets stolen. I pay them so that when the bad happens, they can act as a buffer and make the whole situation easier. However, that's not how they work at all. They just end up screwing you more and making the situation more difficult.

This entire month, not once has anyone from the insurance company said anything to me that shows any kind of 'caring about the individual' that so many companies as so quick to advertise. Not one person has apologized for the process taking so long, for not returning a call for almost a week, or for anything else. No one has promised to do something to make the process quicker or less painful. In fact, if anything they have done the opposite and seemingly been treating me as a guilty suspect.

Fuck the insurance industry. It's basically a legal mafia that the government requires you do business with.
In all fairness though, there are plenty of people/companies working to screw over insurance companies just as they are trying to screw you. It's understandable that they have certain timely safe guards in place to hold back payments.

Also, keep in mind that Insurance companies are huge entities with multiple backers. It's not like you write a check every month and it actually goes to state farm or whomever. State farm just processes the shit. They insurance companies have their insurance underwriters, who have their insurance underwriters, who are probably backed by investment bankers. I'm sure it's a long process to maintain transparency and manage the whole process.

Long story short - insurance is business.

[stu]

I had a meeting that took my away from my desk for two hours today, so I need to catch up. I'll try to give some insight into this either later tonight, or early tomorrow.

At the very least however, I can tell you that the situation that you've described is unsatisfactory by both your standards, and the company standards. The company I work for promises that you'll be at least contacted by your adjuster within 8 business hours of filing the claim. An entire week is unacceptable. Not to say that I haven't been in that situation, but unacceptable none the less. Let me ask you though, was it a week before you talked to them in person (did you play phone tag at least?) or was it a week before anyone even attempted to call you?

[Dave_L]

On a side note, this is when a good agent comes in handy. You could call your agent, explain whats happening and have him/her go to bat for you. Afterall, isn't that why you have a personal agent? :)

[stu]

There is a small amount of personal accountability on yourself to call the company and say, "what's the deal guys?" But it doesn't really apply in your case, because the ball was in their court.

[DrJones]

I had a meeting that took my away from my desk for two hours today, so I need to catch up. I'll try to give some insight into this either later tonight, or early tomorrow.

At the very least however, I can tell you that the situation that you've described is unsatisfactory by both your standards, and the company standards. The company I work for promises that you'll be at least contacted by your adjuster within 8 business hours of filing the claim. An entire week is unacceptable. Not to say that I haven't been in that situation, but unacceptable none the less. Let me ask you though, was it a week before you talked to them in person (did you play phone tag at least?) or was it a week before anyone even attempted to call you?

A week before anyone contacted me.

Car stolen on Tuesday before thanksgiving. That afternoon I call my agent and file a claim, he says someone will get back to me. I don't hear anything at all from them (granted, Thursday they'd be off but you figure they'd work on Wednesday and Friday). Later Monday I still haven't heard, so in the afternoon I call my agent to ask what's up. Finally get a call on Tuesday.

I don't remember the exact dates, but it was the same thing the first time. I called them to report the claim, and it was a good 4-5 business days before anyone contacted me, and that was only after I called my agent to see why anyone hadn't.

[stu]

No one at my company worked on Friday. We got Thursday and Friday off.
Agents are a great resource to use, but it is always a good idea to turn the claim in yourself. That way you are dealing directly with the insurance company and there is no middle man to complicate things. There is always the chance that your agent dropped the ball and didn't file it until you called and reminded him. I doubt that's the case though.

There are about three periods a year when claims volume goes way up. There are also about three specific holidays where claims volume sky rockets for a the week before, and the week after the holidays. Thanksgiving is one of them. With the combination of people taking off for the holidays, the three day work week, and then the build up of work after the break are likely the primary reasons your claim was handled slowly.

Given all that though, you still should have at least gotten a call.

[Mario]

I've never had good luck with insurance. Biggest scam I've ever seen that can legally get away with almost anything in America. I know a couple of you work for insurance, but seriously, I've never had, or heard, of anyone who has had a happy experience with a claim and insurance.

[Brandon]

Let's not get too carried away with the hating. State Farm sent an adjuster to my work and wrote me a check the same day my truck got broken into.

[Mark_H]

Let's not get too carried away with the hating. State Farm sent an adjuster to my work and wrote me a check the same day my truck got broken into.

Word. As I posted in my other thread I has check in hand the day after my car got broken into. They paid me high retail for my stereo equipment and had my rear window replaced that day as well.

[stu]

99.9% of the time someone says "insurance screwed me" they just don't understand their policy plain and simple. Paul is experiencing bad customer services, but he's not being screwed.

[forum]

I've gotten the run-around from both my own, and other people who have hit me's insurance companies. It's not very fun in either situation, but even worse when its not your own.

[STIBungy]

Doogie's got my back.