I am presently on the receiving end of a claim

by Guest » Thu Mar 13, 2008 06:20 am
Guest

I was rear-ended while stopped at a light by a woman chatting on a cell phone as she hit me traveling in excess of 45 mph. Her big Buick had the front end smashed all the way back to the firewall. My foot was on the brake of my car, and when I noticed the skid marks from my tires, I realized her hit was hard enough to leave five-foot long skid marks from my tires.

Progressive has assigned two patronizing ladies to "help" me. They have detailed information from my doctors describing my injuries, and pay logs showing that I lost thousands of dollars in lost earnings.

The first nit-picked my loss of income, and she asked me for "more information".

"What specific information do you need?"

"I don't know, I don't understand how your industry operates, nor how you get paid."

"Well, perhaps Progressive needs to assign a rep who understands my business."

"Are you questioning my intelligence??!!??"

"Hey, you just said you don't have the knowledge or experience to understand how I get paid."

"Well Mr. (Me), you simply have not proven to me that you incurred a loss of income."

"Even if I gave you every document showing how I get paid, you have already said that you won't understand."

"WATCH WHAT YOU SAY Mr. (Me). Think verrrrry carefully before you say anything more."

"Your office can be seen from my office window. I shall grab my pay logs and meet you in your office in ten minutes. You may freely browse the file until you find the specific items you need."

"Mr. (Me) I have already told you that I don't know what documents I need because I don't understand your industry. Stay away from my office. I will not see you if you come over. If you set foot inside our office, I shall have the police arrest you for trespassing."

Is that how a cheerful and helpful adjuster "works hard" to make me whole?

Do I suffer from wrong thinking.

Total Comments: 25

Posted: Thu Mar 13, 2008 07:16 am Post Subject:

Well this seems fairly interesting..when you say:

Progressive has assigned two patronizing ladies to "help" me.


Well, this might just not turn out to be truly romantic if you step one foot ahead any more...but still I'm eagerly waiting to know the part-2 ie. your version of the other lady's advances :)

Posted: Thu Mar 13, 2008 07:36 am Post Subject: Try it out!

Hi...progressive is quite a growing name in the insurance industry...& all carriers have a darker side when it comes to claims. So, too have the right to proceed with the State DOI, in case your claim is not met within a specific time frame. Why don't don't you try filing a complaint with them in the first place ( regarding bad customer care)?

You may just call them at 1-800-776-4737 which I believe is a 24/7 service & report what has happened with you! I also have the email-id of their audit committee chairman: stephen_hardis@progressive.com , where in you might just forward your payment-related complaint in detail. Lets see if it helps!
Please be in touch..Megaeventadjuster

Posted: Thu Mar 13, 2008 07:41 am Post Subject:

hey, you might as well choose to report it anonymously through a toll-free alert line - 1-800-683-3604. Rest assured, that this is a third party vendor for Progressive who'd take an account of complaints & forward it to the higher authority. But yeah, you need to stand on your toes (eg. hold your docs tight), lest your time comes sooner.
Thanks, PpsDriGgle

Posted: Thu Mar 13, 2008 10:02 am Post Subject:

WOW Johnny that's quite a dialogue! whew! First, parts of that are very unprofessional (duh)....What type of industry are you in Johnny and what can you give her to prove this loss of income? Did she request last years w2? Or were you in a different occupation at the time? You say 'pay logs" so I would think if you were off for say a month and have the prior two or three pay logs that should be suffient or prior couple months pay stubs....It's unfortunate that you had this conversation, the hot line to report to progressive this conversation is a good idea, and I'll tell you they don't take these calls lightly! Then it's time to move on and get your claim handled...I you don't feel you can work with this adjuster any longer, contact her supervisor and tell them that....they should immediately reassign your claim...Please do let us know the outcome of this one! Also if you'd like explain your job, how you get paid, and we should be able to help you figure out what type of proof is needed...

Posted: Thu Mar 13, 2008 12:49 pm Post Subject:

I read the post and if the conversation went as you have posted I see a breakdown in communication from the start:

"I don't know, I don't understand how your industry operates, nor how you get paid."

"Well, perhaps Progressive needs to assign a rep who understands my business."

Let me ask you a question... do you understand how state laws apply to property damage and bodily injury claims? How about case law in your state? More on subject, do you understand exactly how all lines of professions are paid (taxi cab drivers, long haul truck drivers, all forms of independent contractors, etc)? If not, why do you expect adjusters to know everything? I've been handling claims for a very long time and know the job very well but I'd be the 1st person to admit that there are many things I don't know.

"Are you questioning my intelligence??!!??"

"Hey, you just said you don't have the knowledge or experience to understand how I get paid."

Now she did not say that did she. If this is really how the conversation went, did you really think your response was going to help the situation or was it simply nothing more then an insulting remark?

"Well Mr. (Me), you simply have not proven to me that you incurred a loss of income."

"Even if I gave you every document showing how I get paid, you have already said that you won't understand."

That is not what she said, that is obvious. But again, it seems to me instead of acknowledging that there was a problem and working with the adjuster to solve it, you choose to remark about her "lack of intelligence".

Adjusters deal with people who don't agree with the way that a claim is being handled. It happens all the time. In some cases people don't agree in an adverse situation. If the person becomes defensive/verbally aggressive and offers to meet me in my office, I'd decline as well. In today's climate I might even request that they not attempt to come into the office and let them know the police would be called (I've done that in the past). A couple of years ago when I was in Florida an adjuster there went out to inspect some storm damage to a person's home and was killed by that person. Over some damage to the person's home! I worked with someone who denied a person's claim and that person got her home number and called her there at 10pm. Were those reactions appropriate even if the adjusters were wrong?

Am I saying that the Progressive person was professional and did the best they could have? Nope... though from your post I saw nothing insulting being said from them... just to them. You may not like that they don't understand the way that you are paid but 1) insulting the person accomplishes nothing more then shutting them down even more and 2) you still need to deal with this same person anyway.

Do I work for Progressive, no. Do I think they hire inexperienced people, yes. Do I think this person did everything perfectly, probably not. But here is the rock bottom reality part I mention to people... at the end of the day, be it right or be it wrong, the adjuster is holding the check book. Why do people think it's a good idea to insult them? I know it sounds like I'm saying people should bow down, I'm _not saying that at all_ (I'm going to ask that everyone go back and re-read that last statement as typically I'll see people just ignore it). I'm saying, even if the adjuster is bone head... work with the person and be professional about it. I'd expect that in any business environment.

I'll give an example of what I mean...

"What specific information do you need?"

"I don't know, I don't understand how your industry operates, nor how you get paid."


"I'd not have a problem supplying you any information you may need but can you see how I can't do that unless you tell me what you might be looking for? Is there anything you'd like to talk about that may help you understand my industry? What exactly are you confused about? Is there anyone in your office that may have handled a claim involving someone in my industry that may be able to explain my situation to you?"

You could have even added, "It seems like we have a lack of communication here on how to resolve this issue, what do you suggest?"

I'm _betting_ if this type of responses were given that portion of the conversation would have gone _much_ better. You don't have to like this adjuster, you can even be sure that she is an idiot... but when I mean acting professional I mean know that the person is an idiot and take the high road.

Let me also mention that I find many people are made at adjusters because "their insured" was the idiot who was on their cell phone and rammed into my car at 45mph which caused an injury and extreme pain. While this is all true... keep in mind that the adjuster has no control over what other people do. In otherwords, the adjuster did not allow the person to act as they did... they have _absolutely no control over that_. But some people take out that frustration on the adjuster. I think that is to be expected and I certainly understand it. But adjusters have bad days and _we_ make mistakes every day (I'm sure I made 2 or 3 today). But when it's simply a breakdown in communication because two people can't talk something through....?

Posted: Thu Mar 13, 2008 01:25 pm Post Subject:

Terrific post tcope! I have to admit I misread some of the OP's post and transferred his words to hers! :oops:

I agree with you totally, when an insured or claimant become overly aggressive, and demanding/demeaning, (sorry OP sounds like maybe you came into this conversation with a bit of a chip on your shoulder)...it's time for the adjuster to stop, take a breath, and (yes) even protect themselves...as tcope I have been at this more than twenty years, and there is rarely a week when someone isn't mad at me before I even talk to them...Last summer had a guy actually threaten to beat me up, amoung other things..(yep I went to the cops)...reported him to my company who takes these things very seriously they even offered to send me a body guard, and yes, by the way, this guy was non-renewed...(also as a side note I looked him up on 'case net' and he has had five restraining orders, and eight assualt charges)...There are nuts in this world, and a person never knows which one is the nut many times until it's too late...I have also had angry people, say, ''Where are you I'm coming right now" and like the adjuster in this situation, I tell them come if you must, but the cops will be here too...

Let me assure you that this adjuster wants more than anything to pay and close your claim....She however cannot just pay your loss of wage without properly understanding it and having the 'proof' she needs to justify that payment....

Work with her rather than against her, to get the information she needs so you both can bring this claim to a mutally satisfying resolution....might not hurt to apologize if you came off aggressive to her whether you indeed to or not, (clearly she thought so)... Surely you wouldn't want anyone (a woman in particular) to feel intimidated by you in any way right?

Posted: Thu Mar 13, 2008 02:27 pm Post Subject:

Let me just add that I (perhaps Lori as well) am not saying that the Progressive adjuster handled the call perfectly. I'm betting she probably could have handled her end better. Is she were here posting I'd probably offer the same advice. But _someone_ needs to change gears. It does not really matter who was right and who was wrong... I mentioned the above to point out the "other" person's perspective. As mentioned, if the adjuster had posted I'd point out that not everyone understands that adjusters deal with so many different situations and no claims are the same. That many people are defensive and rightfully so... they have just under went a lot of stress and it's "well known" that all insurance companies are evil.

But again, someone needs change the direction of the conversation... and Johnny... she is holding the checkbook. I'm not saying she's in control (?), I'm saying you may even get _more_ money by patting her on the head and saying, "nice girl". :)

Bottom line, this really just seems like two people not wanting to talk like adults. It does not matter who's fault it is, who started it, etc. It should be an easy thing to fix.

Posted: Thu Mar 13, 2008 11:36 pm Post Subject:

Let me just add that I (perhaps Lori as well) am not saying that the Progressive adjuster handled the call perfectly. I'm betting she probably could have handled her end better.

ABSOLUTELY, tcope....

my daddy would call this a pi**in' match...and no one ever wins one of those....All thru my posts (and tcope's too) you will find references to being nice to the adjuster, as I've said tons of times...we get yelled at or people mad before we even talk to them...many times people are flat out unreasonable....so when a nice one comes along, (being human and all, believe it or not)...we tend to work a little harder....really is 'sales' 101...

Bottom line, this really just seems like two people not wanting to talk like adults. It does not matter who's fault it is, who started it, etc. It should be an easy thing to fix.

I've had some of the best, (for all parties) results when someone goes off on me then calls me back with character and says, 'you know what I shouldnt have talked to you that way I was just frustrated'...then we put it behind us and move on to the resolution....good luck Johnny and hope you will let us know what happens..

Posted: Fri Mar 14, 2008 03:00 am Post Subject: I have nothing substantial to add to fuel the fire here.

I just find it difficult to believe anyone would have this kind of situation develope with this company. :lol:

Maybe insurers aren't spending enough on advertising showing their emphathy for those who need their services in trying times. Maybe this company needs a slogan like "we're on your side" or we're your good hands people" or "like a good neighbor"
:wink:

Posted: Fri Mar 14, 2008 03:27 am Post Subject:

Some of the most difficult loss of income claims are with people that have sales or commision type jobs. Sure you can get their W-2 for the prior year or their pay amounts from months previous, but there is never a clear cut way to figure what they are owed. What if they were out of work in June and the past 3 Junes there were no commisions. What if they were up for a big contract with 3 other companies and then got hurt.... did they lose the contract because they couldn't do the job and had to pull their bid or because someone else just beat them out. There just seems like no way to document the loss and the adjuster seem to get caught in the middle with their company wanting black and white documentation and the claimant wanting more money.

The OP did not state how they got paid, but I would assume that it is something similar. maybe not :?:

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