My garage burned the 4th of this month, called my insurance co. (the one with the ostrich) while the firemen were putting out the fire. got a text message the 7th...adjuster assigned. He came that Wed. said yeah, its totaled. since then, I've tried to speak with a human to answer some questions, all the phone numbers are recording, and I have to leave a voice mail which is never returned. I did get a voicemail from a "claim advocate" letting me know they have received my claim along with her phone number (and stating her lunch time). I've left her a few voice mails but no answer.
Anybody know if this is SOP for a claim, or what???

Down the road, I'd be looking for a new insurance company. For now, do you have an agent that you work with? The one who sold you the policy and gets a commission check every year? If so, you might start with him or her and ask them to push this up the chain. If not, you might leave a message for the claim advocate asking her to call you back as you have called many times and are starting to think you may have to turn this over to your lawyer.

Contact your states insurance regulatory office. That’ll get their attention.

And a word or two with your agent wouldn’t hurt either.

20 days from the loss? And nothing?

Get with the local agent, and politely let him know the situation.

If they're worth their salt it will be less than one working day till they get an response to you.

That "claim advocate" calling sounds bogus to me.

Why don’t you just walk into your insurance agents office instead of calling and getting nowhere?

^^^^
Because agents don't process claims, corporate adjusters do.

I don't know what state you're in, but plenty of DOI allow complaints via their websites. Once an insurer receives notice of a DOI complaint, believe you me, that lights a fire under their ass and you will get a response almost immediately. I'm and agent and I've had to do it on behalf of customers a few times and it's amazing how fast the biggest companies roll over and cry uncle when DOI lets them know there's a problem.

quote:

Originally posted by BB61:

Because agents don't process claims, corporate adjusters do.

True, but agents might have a way to get the process rolling.

quote:

Originally posted by V-Tail:

quote:

Originally posted by BB61:

Because agents don't process claims, corporate adjusters do.

True, but agents might have a way to get the process rolling.

Exactly. Your agent should be doing all the work you are doing that is what you pay them for.

believe it or not, I bought the policy over the phone. They cold called me.

What kind of policy did you buy over the phone?

That can be a problem with buying direct, if you get a company that slow walks your claim, what good is the coverage, and without an agent, you don't have a back door into the company to find out what is going on.

Since you don't have an agent, and they are not responding, contact the Department of Insurance for your state, easily found on the interweb.

There will be a link for consumer complaints and you can fill it out online or call them to start the process. Insurance companies that have complaints filed get fined when investigated.

I used to work there, and this is going to sound stupid but, if you have Facebook send them a message on there. The Facebook page is monitored by their Executive Service Team which is based out of the CEO's office. If they receive a complaint, it gets immediately kicked to the handling adjuster's manager with required follow up to them to show that the issue was resolved.

If that doesn't work or if you don't have Facebook, let me know and I'll make some calls for you and see if that helps.

quote:

Originally posted by Black92LX:

quote:

Originally posted by V-Tail:

quote:

Originally posted by BB61:

Because agents don't process claims, corporate adjusters do.

True, but agents might have a way to get the process rolling.

Exactly. Your agent should be doing all the work you are doing that is what you pay them for.

^^^^
But you don't have to walk in, call the agent.

If they ain't stallin', they're not an insurance company!

quote:

Originally posted by BB61:

quote:

Originally posted by Black92LX:

quote:

Originally posted by V-Tail:

quote:

Originally posted by BB61:

Because agents don't process claims, corporate adjusters do.

True, but agents might have a way to get the process rolling.

Exactly. Your agent should be doing all the work you are doing that is what you pay them for.

^^^^
But you don't have to walk in, call the agent.

Not me. Things insured are big dollars I deal with it in person.

And down the road when you decide to look elsewhere for insurance they are going to reference this claim and decline to give you a quote . I had a claim nearly three years ago and had this happen to me . Apparently there is a database that all the companies can access to see your claim history .

quote:

Originally posted by ryan81986:
I used to work there, and this is going to sound stupid but, if you have Facebook send them a message on there. The Facebook page is monitored by their Executive Service Team which is based out of the CEO's office. If they receive a complaint, it gets immediately kicked to the handling adjuster's manager with required follow up to them to show that the issue was resolved.

If that doesn't work or if you don't have Facebook, let me know and I'll make some calls for you and see if that helps.

wow !!! thanks for the info. FB here I come !!

quote:

Originally posted by selogic:
And down the road when you decide to look elsewhere for insurance they are going to reference this claim and decline to give you a quote . I had a claim nearly three years ago and had this happen to me . Apparently there is a database that all the companies can access to see your claim history .

Really ???? that ought to be a grieve able offense.