January 26, 2010 by admncc
The details for this post have been building up for quite some time. I had hoped to publish it in a few months, however the story is too entertaining not to mention now.
Unfortunately, Mrs. Constant Complainer was recently involved in a car accident. She is OK, but was pretty banged up at the time. And as it turns out, that was only the beginning of our problems.
Regarding the actual accident, a guy wasn’t paying attention while pulling out of a parking lot and plowed into her. Although he tried his best to state that he was the victim, ultimately the police determined that it was his fault and cited him.
Like I mentioned, my wife was injured. And as a result, she has had countless doctor’s appointments, physical and massage therapy appointments during the course of her treatment.
You’d think that was the end of our worries – the accident wasn’t her fault and the insurance company would take care of us. Nope. You’d also think the situation would have resolved easier because the guy who hit her had the same insurance company as us. Nope again!
Complaint # 1 – Solicitations. I never realized how many attorneys are out there chasing ambulances. I mean, literally chasing ambulances. The below-picture shows every mail solicitation we received from an attorney in our area within days of her accident. This doesn’t even include the calls to our home and the messages left on our answering machine.
Complaint #2 – Semantics. They insurance company wouldn’t total her car because they said it “held its value.” My thought – it’s a 2003 with 140,000 miles. Then they tried to tell me that it would be a better car with new parts. Yeah, try again…
Complaint #3 – Processes. We were given a rental car because the repairs on my wife’s car would take so long. After 30 days, I got a call from the insurance company and was told to return the rental car, so I did. I was told that the policy limit was reached. So I rented another car at my own expense. Later I complained to the insurance company and was told that they had screwed up. Because the accident wasn’t my wife’s fault, we should have had unlimited rental car usage, but the claim was accidentally placed on my insurance policy instead?
Complaint 4 – Lack of Communication. Luckily, all of the medical bills, except one, were billed directly to the insurance company and taken care of. However, the one bill that wasn’t originally billed has been our biggest problem. The insurance company didn’t pay it, even though I sent it to them three times. And since it was unpaid, of course it was turned over to a collection agency. We’ve spoken to the hospital, our local insurance broker, our insurance company, the insurance broker for the guy who caused the accident and the collection agency. Everyone gives us lip service and says the bill should have been paid, but yet everyone explains the bill-paying process differently and cites different requirements. This was the most frustrating part of the claims process. After six months of telephone calls, letters and faxes, I was able to get the bill paid.
My biggest complaint – I’ve had this insurance (and broker) for eight years and have never had one question. I’ve simply paid my premiums and they made money off of me. But the one time that we actually needed them, nothing was handled properly. Thus I’ve been reduced to having to document everything, create my own files and double-check what the insurance company does. The sad part is that this is such a disservice to my wife, who was truly the victim here…