Understanding Auto Insurance Claim Problems

From Insurance for Dummies by Jack Hungelmann

 I find that most adjusters do a good job of knowing their auto insurance coverages and knowing how to control costs. When they fall short, it’s most often in one or more of these areas:

• Poor communication. Some adjusters don’t explain how they arrive at the settlement, which is especially important if it’s less than what the client had expected. Sometimes adjusters don’t tell clients what to do if repair shops or contractors won’t honor the adjuster’s estimate, or if there’s additional damage that the adjuster missed.
• Failure to get an agreed price on an auto repair. Some adjusters just mail a repair estimate and a check, putting the customer in the awkward position of having to find a body shop to do the work for that price.
• Not being reachable. Sometimes getting in contact with the adjuster is almost impossible, and the customer doesn’t have an alternative way to reach someone familiar with the claim, such as the adjuster’s supervisor.

Tip - Avoiding Auto Insurance Claims Phone Tag

The number one complaint I get from customers is the amount of phone tag they have to play to reach their adjuster, who’s busy out in the field. Eliminate most of that frustration by getting the following information the first time you contact the adjuster. Be sure to write down the claim number, the date of the accident, the adjuster’s name, the adjuster’s phone numbers, and the name and phone number of the adjuster’s supervisor. You can call the adjuster directly on his cell phone or call his voice mail. Call the adjuster’s supervisor if you need to reach someone right away or if you’re having a problem with the adjuster. See the Claim Contact Information Form in the appendix for a sheet you can fill in the first time you talk with the adjuster.