A Car Insurance Claim Problem

In Cheyenne WY there was a severe hail storm on July 12, 2011. There was roof and window damage on homes and other buildings. Vehicles and airplanes had body damage.

I knew that there would be trouble getting through by phone so I went to my agent's office to make a claim. For the vehicle claim I was told to go get an estimate. I did so. When I returned to the agent's office I was told to keep it until the adjuster called. "We have a lot of claims and we could lose the estimate." In some further questioning I learned that the procedure they were using would be:

1. Get an estimate.
2. Wait for adjuster to call. Telephone tag will be involved for sure.
3. The adjuster will need to have the estimate on the computer.
4. I will have to take the estimate to the agent's office.
5. The estimate will be entered to the computer.
6. The adjuster will have to later go look for the estimate.
7. The adjuster will call after he sees the estimate. Telephone tag will be involved for sure.

For customer service and for minimizing claim handling cost the agent's office should be able to keep a  file of claims and a file of estimates. An unintended consequence of their procedure is that the policyholder will subconsciously wonder if documentation is frequently lost and that requested policy changes and other activity might also be lost. At renewal time there may be a move to another carrier.

I will stay with that carrier and agent for my personal vehicles. Yes there is this claim pain  that I wish was not there but my overall value is worth it.

My company vehicles are with an insurer that can handle a claim anywhere in the country quickly. Since those vehicles could be anywhere that is an important factor. That carrier does not require estimates. Their adjusters do the estimates, issue a check that day and if there should be a problem with actual cost they can deal with it separately. From all that I have read they actually end up paying  a little more than the actual cost. That carrier costs more for coverage but their emphasis is on a good claims experience.

David Sneed