Car Insurance Adjusters & Payout

[Klayfish]

Only time I had to deal with this the check went directly to the body shop, so I had no option to keep the money and not repair the car.

You had some kind of option, you just more than likely elected to use a network shop or have payment sent to the shop. It's your vehicle, it's always your choice to have the initial payment sent to you (assuming you have title to the car...if not, the lienholder is named too).

 

[barkley]

I always got an atty to my negotiating. But that is me

there seemed to be a period of time in the 90's and 2000's when I was a magnet for every inattentive driver. thankfully no major damage/serious injuries but still repairs needed and some minor medical bills. I always negotiated the claims myself unless I got major push back on the repairs from the other person's insurance company in which case I would put in a claim with my company, pay the deductible, get the repairs done and then let them subrogate (after which I always got my deductible refunded)-but I still negotiated the medical stuff myself. the thing was-it was a pretty easy process back then, kind of 'one stop' negotiating with just one adjustor assigned to deal with all aspects of any single claim and if I had questions my local agent could easily access the information.

flash forward to 3 years ago and we get into an accident (rear ended by a distracted driver) and I figure it's the same process. NO WAY-it ends up being a nightmare from day one. I quickly learn that no longer is just one adjustor assigned to a claim-there's the field adjustor who inspects the car, the office adjustor who 'runs the numbers', the contact adjustor who handles communications....then within days we find out our injuries are a bit more serious than first thought and they assign more adjustors-3 types for each person injured. so 6 different adjustors for ds and I-none of whom seem to effectively communicate with one another because I get constant calls and emails from people requesting the same stuff over and over.

i'm hurting and not wanting to deal with it so I opt to put in a claim under my pip coverage with my insurer. that's when I learn that they too have 'specialized' all their adjustors such that if a bill didn't get paid or I needed advance authorization for a medical test or procedure it was a nightmare of calls and emails and faxes. my local agent was of no help-apparently several years ago they were taken 'out of the loop' and dealing with claims.

I ended up engaging an attorney to deal with it. yeah he took a good chunk of the settlement but in the end his office dealt with all the adjustors, all the medical bills/liens (because despite informing every freaking medical provider both when I made an appointment and when I checked in that 'here is who you bill' and handing them a copy of the billing information-some billed my primary health insurer, some billed my supplemental, some billed the other insurer, some billed me and some billed everyone-very few billed it correctly) and when all was said and done-it was done.

When you put the car in to be fixed, if there is additional unseen damage, the insurance will usually pay it. So, you should always be careful about taking cash in case there is undiscovered damage

I agree-with 2 rear enders (different cars) we had damage that wasn't visible until the car was put up on the rack and inspected. not getting an inspection/estimate for repairs (which has never cost us anything) can bite you in the tush down the line. in the case of a subsequent accident with more extensive damage some of the repair costs may be denied because it can be presumed to be preexisting from the prior accident.

 

[mya1k9]

So you can just say, I would prefer to have the adjuster make the assessment on my car and then you can get a check for damages minus the deductable?

 

[supersnoop]

Thats what I thought but not sure how to phrase that I would rather have the money then fix my old car.

“Just write me a check and we’ll call it a day” is perfectly acceptable.

 

[Klayfish]

there seemed to be a period of time in the 90's and 2000's when I was a magnet for every inattentive driver. thankfully no major damage/serious injuries but still repairs needed and some minor medical bills. I always negotiated the claims myself unless I got major push back on the repairs from the other person's insurance company in which case I would put in a claim with my company, pay the deductible, get the repairs done and then let them subrogate (after which I always got my deductible refunded)-but I still negotiated the medical stuff myself. the thing was-it was a pretty easy process back then, kind of 'one stop' negotiating with just one adjustor assigned to deal with all aspects of any single claim and if I had questions my local agent could easily access the information.

flash forward to 3 years ago and we get into an accident (rear ended by a distracted driver) and I figure it's the same process. NO WAY-it ends up being a nightmare from day one. I quickly learn that no longer is just one adjustor assigned to a claim-there's the field adjustor who inspects the car, the office adjustor who 'runs the numbers', the contact adjustor who handles communications....then within days we find out our injuries are a bit more serious than first thought and they assign more adjustors-3 types for each person injured. so 6 different adjustors for ds and I-none of whom seem to effectively communicate with one another because I get constant calls and emails from people requesting the same stuff over and over.

i'm hurting and not wanting to deal with it so I opt to put in a claim under my pip coverage with my insurer. that's when I learn that they too have 'specialized' all their adjustors such that if a bill didn't get paid or I needed advance authorization for a medical test or procedure it was a nightmare of calls and emails and faxes. my local agent was of no help-apparently several years ago they were taken 'out of the loop' and dealing with claims.

I ended up engaging an attorney to deal with it. yeah he took a good chunk of the settlement but in the end his office dealt with all the adjustors, all the medical bills/liens (because despite informing every freaking medical provider both when I made an appointment and when I checked in that 'here is who you bill' and handing them a copy of the billing information-some billed my primary health insurer, some billed my supplemental, some billed the other insurer, some billed me and some billed everyone-very few billed it correctly) and when all was said and done-it was done.




I agree-with 2 rear enders (different cars) we had damage that wasn't visible until the car was put up on the rack and inspected. not getting an inspection/estimate for repairs (which has never cost us anything) can bite you in the tush down the line. in the case of a subsequent accident with more extensive damage some of the repair costs may be denied because it can be presumed to be preexisting from the prior accident.

That's VERY carrier specific. Every company handles claims differently. Some have the assembly line mentality, where there several adjusters, each with a specific task. Some of them don't even have one adjuster "own" the claim, it's a team environment...so when you call, it's "Team 10" that handles it and you may speak to someone different each time. Other carriers have one person handle it birth to death. Really depends on the carriers size, structure, etc...

 

[kymom99]

So you can just say, I would prefer to have the adjuster make the assessment on my car and then you can get a check for damages minus the deductable?

Was it your fault? Because if not you don't pay a deductible.

 

[Judique]

So you can just say, I would prefer to have the adjuster make the assessment on my car and then you can get a check for damages minus the deductable?

You could but since you sound so hesitant I will respond further.

BEFORE I accepted a check I took my vehicle to a dealer's repair facility and got a written estimate. I learned what could be unseen in the case of the bumper damage. I was lucky in that I wasn't charged for the estimate but this is not always the case. My estimate was slightly higher than my offer from the insurance company but not high enough for me to do any further legwork.

I didn't actually cash the check the insurance company sent me for months. (I'm also kind of lazy about easy money.) My insurance company was notified and I initially used my PIP coverage to get checked out. I made my insurance company aware that I was handling my claim for vehicle damages myself at the moment.

After all was said and done, I submitted the claim to their insurance company for the medical and simply cashed the check for the damage. After I sent the med claim the check was cut in days.

Once the other company does an estimate on your claim, they will eventually pay you and or your lien holder because they want to settle and close out the case. In my case, I did tell them I was considering not getting it fixed, so the check was in the mail pronto. I wasn't locked in so long as I didn't cash the check or sign any release of liability.

I'm not one to run to a lawyer. If you have injury, go! Neither insurance agency cares and just want it settled. I've never used a lawyer for any fender bender but wouldn't hesitate if there was injury.

 

[tvguy]

You had some kind of option, you just more than likely elected to use a network shop or have payment sent to the shop. It's your vehicle, it's always your choice to have the initial payment sent to you (assuming you have title to the car...if not, the lienholder is named too).

Okay, but if I have a loan on the car, do I still have this choice? Or do I have to use the money to fix the car?

 

[barkley]

That's VERY carrier specific. Every company handles claims differently. Some have the assembly line mentality, where there several adjusters, each with a specific task. Some of them don't even have one adjuster "own" the claim, it's a team environment...so when you call, it's "Team 10" that handles it and you may speak to someone different each time. Other carriers have one person handle it birth to death. Really depends on the carriers size, structure, etc...

since you work in the industry what is your take (if you don't mind sharing) on the type of structure that seems to best serve the customer?

i'm willing to pay more for a company that makes the process easier so if I need to submit a claim I don't have to get an attorney involved-I never dreamed the deciding factor in engaging one with my last accident would be the complexity of dealing with my own carrier. I like my current carrier, I've had them for years and one of the factors in choosing them was the Oakland CA fires in the early 90's-in every news piece on the evacuation shelters you could see one particular company with representatives on site, hand writing checks to claimants who had alternate accommodation coverage so they could get into hotels so since dh and I were becoming first time homeowners we went with them. in years past they were equally responsive for us in homeowners and auto claims (above and beyond in some instances) but my recent experience just makes me think that the local agents have become relegated to sales/conduits for submitting payments/paperwork and the behind the scenes staff is so specialized it makes for difficulty in dealing with them during what is generally already a stressful event.

 

[Klayfish]

You could but since you sound so hesitant I will respond further.

BEFORE I accepted a check I took my vehicle to a dealer's repair facility and got a written estimate. I learned what could be unseen in the case of the bumper damage. I was lucky in that I wasn't charged for the estimate but this is not always the case. My estimate was slightly higher than my offer from the insurance company but not high enough for me to do any further legwork.

I didn't actually cash the check the insurance company sent me for months. (I'm also kind of lazy about easy money.) My insurance company was notified and I initially used my PIP coverage to get checked out. I made my insurance company aware that I was handling my claim for vehicle damages myself at the moment.

After all was said and done, I submitted the claim to their insurance company for the medical and simply cashed the check for the damage. After I sent the med claim the check was cut in days.

Once the other company does an estimate on your claim, they will eventually pay you and or your lien holder because they want to settle and close out the case. In my case, I did tell them I was considering not getting it fixed, so the check was in the mail pronto. I wasn't locked in so long as I didn't cash the check or sign any release of liability.

I'm not one to run to a lawyer. If you have injury, go! Neither insurance agency cares and just want it settled. I've never used a lawyer for any fender bender but wouldn't hesitate if there was injury.

You can cash your check for damage to your car anytime you want, it does NOT mean you're giving up your rights for a claim for further damages. It's called a supplement, and is extremely common (about 30-40% of claims have one). For an injury claim, typically they'll have you sign a release before they send you the check anyway.

Okay, but if I have a loan on the car, do I still have this choice? Or do I have to use the money to fix the car?

That's between you and the lienholder. If you file with your own carrier, they likely are aware of the lienholder, so the banks' name will be on the check. In that case, your bank has to sign off on the check, so it's up to you and them about getting the car fixed (obviously they'll typically want it fixed). If you file with the other partys' insurance, they likely won't know if you have a lienholder or not. They don't normally ask, unless your car is a total loss. In that case, it's up to you. If you don't tell your bank, that's your choice.

since you work in the industry what is your take (if you don't mind sharing) on the type of structure that seems to best serve the customer?

i'm willing to pay more for a company that makes the process easier so if I need to submit a claim I don't have to get an attorney involved-I never dreamed the deciding factor in engaging one with my last accident would be the complexity of dealing with my own carrier. I like my current carrier, I've had them for years and one of the factors in choosing them was the Oakland CA fires in the early 90's-in every news piece on the evacuation shelters you could see one particular company with representatives on site, hand writing checks to claimants who had alternate accommodation coverage so they could get into hotels so since dh and I were becoming first time homeowners we went with them. in years past they were equally responsive for us in homeowners and auto claims (above and beyond in some instances) but my recent experience just makes me think that the local agents have become relegated to sales/conduits for submitting payments/paperwork and the behind the scenes staff is so specialized it makes for difficulty in dealing with them during what is generally already a stressful event.

Well, that's a multi-layered onion. Cliff notes version is that there are pros and cons. Larger carriers have the scale and resources to have specialized adjusters. Smaller carriers do not. When you specialize, it can certainly have benefits in efficiency...both for the carrier and the customer. If your job is handling vehicle damage claims all day, every day, you become pretty quick at it. The downside, as you noted, is too many cooks in the broth can be an issue. Communication can get lost and it can loose a bit of that personal touch. Adjusters who handle it birth to death can give more of that one-on-one personalized touch, but can't handle as many claims and may not be as efficient. There's so much more to it, but that's the upshot of it. I do like having an adjuster "own" a claim, I don't like the pure team model, but I'm OK with some specialization. Most carriers still have teams that will do the catastrophe type stuff and that's a whole different animal.

 

[supersnoop]

Okay, but if I have a loan on the car, do I still have this choice? Or do I have to use the money to fix the car?

Typically not, but there might be a threshold. If you have a loan, the check will be cut with both your name and the lien holder’s name on the check, and they have to sign off before you can cash it.

 

[supersnoop]

i'm willing to pay more for a company that makes the process easier so if I need to submit a claim I don't have to get an attorney involved-

You wouldn’t get an attorney involved when making a claim against your own insurance. So, you’re asking which company would be easier to deal with for someone you hit. I don’t think I’d pay more to give someone else a better experience.

 

[barkley]

You wouldn’t get an attorney involved when making a claim against your own insurance. So, you’re asking which company would be easier to deal with for someone you hit. I don’t think I’d pay more to give someone else a better experience.

nope-I had to get an attorney when I was hit and I was getting the runaround from their insurer as well as my own (when I opted to use them to subrogate the claim and use my own PIP coverage to cover my/my son's medical bills pending them being paid by the other driver's insurance). I had to do this once before over 30 years ago when once again I was rear ended but that time both myself AND the owner of the car that hit me were insured by the same insurance company. the other owner was telling them some b.s. about how his stepson and stepson's friend had taken the car without permission and that since the stepson's friend was driving it was the equivalent of motor vehicle theft so the insurance company should go after whoever the friend was insured by but that company wouldn't even entertain it so then I was told it would have to go under MY uninsured motorist coverage but there was an internal argument between claim adjustors on this.....this went on for months and months and didn't get resolved until I got an attorney to get everything covered without it being a claim against my policy.

yup, sometimes you use an attorney when making a claim against your own insurance (tons of that going on up here regarding homeowner's policies and a massive windstorm a few years back).

 

[kymom99]

My niece had her car parked in the garage of the hospital where she works. She was not in it. A car was backing out and another came around the corner. To avoid hitting the car backing out, he hit my niece's parked car. The two drivers and their insurance companies could not agree on who was at fault. This happened back in the fall and she still hasn't gotten her car fixed. It's crazy that people who are just in the wrong place at the wrong time get punished for other people's actions.

 

[tvguy]

My niece had her car parked in the garage of the hospital where she works. She was not in it. A car was backing out and another came around the corner. To avoid hitting the car backing out, he hit my niece's parked car. The two drivers and their insurance companies could not agree on who was at fault. This happened back in the fall and she still hasn't gotten her car fixed. It's crazy that people who are just in the wrong place at the wrong time get punished for other people's actions.

I'm surprised her insurance hasn't stepped in the got her car fixed, while waiting for the two other insurance companies to sort things out.

 

[Klayfish]

I'm surprised her insurance hasn't stepped in the got her car fixed, while waiting for the two other insurance companies to sort things out.

Because unless she filed a claim with her own carrier, they can't/won't just step in and get involved on their own.

kymom99, that gets into something called joint and several liability. Not sure what state you're in, as the laws vary. If your niece has collision coverage, use it. File a collision claim and let them go from there. If she doesn't have collision coverage, file in small claims against one of the drivers, or you could name both. Again, depends on the joint and several laws, but she'll get her claim resolved.

 

[SL6827]

I am fixing to have to deal with all of this after we get back from our trip in February. A woman hit me and totaled out my Jeep a few weeks ago. Couldn't have come at a more inconveinant time. We have already lawyered up though.

 

[kymom99]

I'm surprised her insurance hasn't stepped in the got her car fixed, while waiting for the two other insurance companies to sort things out.

My brother said it's because the car is still driveable. She is finally getting it fixed next week. She lives 2 hours from here with no family close by so has to have a rental.

 

[afan]

nope-I had to get an attorney when I was hit and I was getting the runaround from their insurer as well as my own (when I opted to use them to subrogate the claim and use my own PIP coverage to cover my/my son's medical bills pending them being paid by the other driver's insurance). I had to do this once before over 30 years ago when once again I was rear ended but that time both myself AND the owner of the car that hit me were insured by the same insurance company. the other owner was telling them some b.s. about how his stepson and stepson's friend had taken the car without permission and that since the stepson's friend was driving it was the equivalent of motor vehicle theft so the insurance company should go after whoever the friend was insured by but that company wouldn't even entertain it so then I was told it would have to go under MY uninsured motorist coverage but there was an internal argument between claim adjustors on this.....this went on for months and months and didn't get resolved until I got an attorney to get everything covered without it being a claim against my policy.

yup, sometimes you use an attorney when making a claim against your own insurance (tons of that going on up here regarding homeowner's policies and a massive windstorm a few years back).

I had to do the same thing. My state makes you use PIP if you get hurt and then they'll go after the other insurance to get reimbursed. My insurance didn't want to pay for my chiropractor care even though we had xrays that showed I was worse after being rearended than my previous set of xrays less than a year before. The lawyer took all the stress out of it, I got covered what needed to be and should be covered and I got my money in the end. It was worth whatever percentage the lawyer took out.

 

[tinatark]

I am fixing to have to deal with all of this after we get back from our trip in February. A woman hit me and totaled out my Jeep a few weeks ago. Couldn't have come at a more inconveinant time. We have already lawyered up though.

Lawyered up? To settle a collision damage claim?