And on the 10th Day, They Acted
Things are finally moving forward with my insurance company. After I started my claim last week Tuesday basically nothing happened for ten days. All they did in 10 days was neglect to return my calls (I left several voicemails with modest, pertinent requests), kick my claim from one team to another, and make flimsy excuses about nobody answering my phone or the phone at the repair shop. ...On the "nobody answered the phone" excuse: bullshit. My phone shows missed calls. There were none. I also have voicemail- as does the mechanic. Nobody so much as left either of us a message.
Today the insurance company finally moved off the dime. I noticed by happening to log in to their web portal than a new adjuster had been assigned. The system didn't alert me to that, of course. Nor did she call me. I had to log in, see the information, and call her. Cue latest excuse about calling and getting no answer and voicemail not working- on both my phone and the mechanic's. I asked her to call the mechanic again, gave her the name of the person she'd be speaking too, and encouraged her that he was eager to work with her so they could begin repairs. She did call him- actually call him, not just "Oops a weird thing happened and nobody's there and voicemail isn't a thing anymore" for the nth time- and the process started actually moving forward. On the 10th day.
Once an insurance worker actually started doing work, instead of dodging responsibility or making excuses, the process moved quickly. The adjuster got in touch with the service manager. The SM had plenty of pictures and a full diagnosis of the problem, which he texted over to her. She was able to complete her estimate from his notes and writeup. By the end of the day she had electronically deposited the money for the claim into my account.
All that progress- in one day. Why couldn't that one day have been ten days ago? The fact that everything moved so swiftly today is a positive. But at the same time it actually makes me more angry because it proves my insurance company has the ability to deliver great customer service but chooses not to. 😡
Today the insurance company finally moved off the dime. I noticed by happening to log in to their web portal than a new adjuster had been assigned. The system didn't alert me to that, of course. Nor did she call me. I had to log in, see the information, and call her. Cue latest excuse about calling and getting no answer and voicemail not working- on both my phone and the mechanic's. I asked her to call the mechanic again, gave her the name of the person she'd be speaking too, and encouraged her that he was eager to work with her so they could begin repairs. She did call him- actually call him, not just "Oops a weird thing happened and nobody's there and voicemail isn't a thing anymore" for the nth time- and the process started actually moving forward. On the 10th day.
Once an insurance worker actually started doing work, instead of dodging responsibility or making excuses, the process moved quickly. The adjuster got in touch with the service manager. The SM had plenty of pictures and a full diagnosis of the problem, which he texted over to her. She was able to complete her estimate from his notes and writeup. By the end of the day she had electronically deposited the money for the claim into my account.
All that progress- in one day. Why couldn't that one day have been ten days ago? The fact that everything moved so swiftly today is a positive. But at the same time it actually makes me more angry because it proves my insurance company has the ability to deliver great customer service but chooses not to. 😡