Car Insurance is a Crock of "Shih Tzu"
Three cars were involved- following too closely. My car was propelled into a stand of young trees, as I lost traction on impact. We waited by the road
for 1.5 hours for the Highway Patrol to mosey on over. I missed the meal with my extended family and the annual group picture.
The verdict-- Me: Not at fault. The other two cars: YES and YES at fault. My car has substantial body damage, no right blinkers, no tail lights, and
leaking... something. Thankfully, no one in any of the cars was injured.
I spent the rest of the "Holiday" on the phone, demanding a rental car to get home, towing for my car, and repairs. Here's how that went:
Called my Agent (State Farm) ..."Our offices are closed for Thanksgiving. Here is the 24-Hour number if you need assistance..."
24-Hour person: "Do you want to make a claim?"
Me: "I guess. I have never, ever had to call before. I am not at fault. Will my rates go up if I make a claim?"
24-Hour person: "I can't answer that."
Me: "Even if I'm not at fault?"
24-Hour person: "I just can't guarantee. You might want to call the other driver's insurance company and make a claim."
Me: "Wait... why am I paying you again???"
24-Hour person: "Ma'am, you can make a claim with us. Do you want to make a claim?"
Me: "You already told me you can't guarantee my premium won't be raised, even if I PROVE I am not at fault."
24-Hour person: "That's right. Only an Agent can advise you of that."
Me: "Let me speak to an Agent then."
24-Hour person: "This is Thanksgiving. There are none available."
Me: "REALLY??? On the busiest travel day of the year? I am stranded 150 miles from my house and I need to get home!"
24-Hour person: "I'm sorry. You can make a claim, or you can call the other driver's insurance company, or you can call back at 7AM in the morning and
speak to an Agent."
Me: "I'd rather speak to MY Agent. Will they be open tomorrow (gave name of town and Agent.)"
24-Hour person: "I'm sorry, I have no way to know that information. Some offices are taking Friday off too b/c of Thanksgiving."
Long story short... my Agent's office was closed Friday. I left 4 messages and have YET to hear from them. 24-Hour Claims Agent said nothing different
than the flunky I talked to Thursday. Would not even LISTEN to me unless I initiated a claim. Would not guarantee my rates would not go up if I did
Called other insurance company. Spent countless hours on the phone to their Agent describing the accident, damage, and reciting info off of the police
report. Went to local City Hall and faxed Hwy Patrol's report. Called to confirm receipt of it b/c the Agent told me if everything I said matched the
report, they would accept the claim. After calling that Agent's extension 8 times and waiting on hold for 5 - 15 minutes each time, I called and chose
the option "...if you don't know your party's extension" just to get a warm body...
At that point, the first words out of my mouth were.. "I need you to pull up this Claim number I was given and see if it went thru."
Agent: "Umm... looks... like... we don't have all the information yet..."
Me: "Check the FAX machine."
Agent: "Oh yeah, here... wait... this isn't Form number..."
Me: "LOOK. Kinie (other agent) told me if I faxed the police report and it matched with what I told her, the claim would go thru. I did my part. Now
you do yours. MAKE IT HAPPEN."
Agent: "Well, she's only talked to one of the drivers, I see here. They're saying THEY were hit from behind which may have..."
Me: "YEAH... BY HIS WIFE!!! --who is ALSO covered by your insurance."
Agent: "Oh. Well, the problem is, we haven't determined which policy will pay..."
Me: "That's YOUR problem. Either way, your company is paying for my repairs, a rental and towing. How or when you determine which policy to assign it
to is not my problem. I am stranded. Do you get that?"
Agent: "Yes. I'm very sorry about that. Did she hit him before or after he hit you?"
Me: "I don't know, and I don't care-- and I'm not doing your detective work for you. I was struck from behind by one of your clients, while making a
legal right-hand turn. You WILL ACCEPT my claim and get this ball rolling so I can go home."
Conclusion: I am currently driving a 2013 Hyundai Rental car; my car is being towed 150 miles on a flatbed to my choice of auto/body mechanic shop in
my own home-town. THEN it will be appraised and all repairs paid directly to the shop. I will turn in the rental to the local branch in my town when
my car is completely repaired with new parts like it came from the factory, not 'untwisted' beat-out, damaged parts.
BUT... I stayed on the phone for untold hours, with a high level of stress, plus I had to get really rude to get my due. That's just not right. WHERE
WAS MY INSURANCE COMPANY IN MY ONE TIME OF NEED???
Yesterday, I went to State Farm to turn in the police report (b/c Hwy Patrolman said we all had to) and I read them the riot act. I made them sit and
listen to the entire chain of events, because I documented every step of the way. I told them I had YET to receive a return phone call from them, and
for all they knew, I was STILL stranded 150 miles away.
They stuck me in there with the 'head honcho' to try to smooth it over (or maybe so the other customers wouldn't hear me rant?) My final words: "After
all the money I've paid out to you... the ONE TIME I needed you: Like a good neighbor-- you WEREN'T there!!! AND, just so you know... Direct General
(other insurance) is looking pretty good to me right now. They've agreed to everything I've asked for. But more importantly... they were accessible
when I needed them, on the busiest travel weekend of the year."
Thank you for listening...
Feel free to:
A) Console me and tell me how wronged I was.
B) Post your own Car-Insurance-Horror-Story-RANT
C) Post stories of your AWESOME experience with your Auto Insurance Company. ('cause believe-you-me, this chick's shopping around!!!) Note: DON'T
actually 'advertise' for an insurance co... prolly against T & C. But nothing bad can come of you telling of a good experience!
11/27/2012 by new_here because: (no reason given)