Average Claims Experience Not Enough to Retain Customers: Accenture

October 22, 2014

  • October 22, 2014 at 6:01 pm
    Agent says:
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    I have had customers with substantial claims go somewhere else at renewal. I asked them why and they feared a large rate increase for filing a claim. These are people that were satisfied with how the claim was handled. Human nature can be a weird thing and there is no loyalty anymore.

    • October 24, 2014 at 11:34 pm
      bayou bill says:
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      I changed from a major Co. after 38 years because of rate increases. After 38 years acc. free, saved $400 yr, then had fender bender, cost $640 to fix my car. This new Co. increased my premium from $1170 Annually to $2160 Annual….says “well you had an accident, will review after 3 years…..so I changed again, now pay $692 per year, (did sell 1 car that had liability only.), have full coverage, plus Uninsured motorist, $100,000/300,00/50,000 L&PD, $500 Ded Coll/Comp…..Loyalty begins at the top…..The 1 at fault claim in 38 years was not a substantial claim, both vehicles were drive-able after the acc.

      • October 28, 2014 at 9:49 am
        Agent says:
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        Well bayou, you should have had a company like Liberty Mutual who gives first accident forgiveness and perhaps you wouldn’t have had a big rate increase or be stuck with a company that raised you up so high after your first accident. Some of our independent companies also offer the same thing. Apparently, you were with the wrong company at the wrong time. Do you care to share who you were with at the time of the accident?

        • October 28, 2014 at 6:28 pm
          bayou bill says:
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          Agent..I believe I did my homework, having Read “The 10 worst and 10 best casualty ins. co’s, and the top 50 based on performance, in the USA, prior to my choice. All 3 companies involved were listed in top 50: however the top 50 was primarily increase in premiums. To avoid being adversarial, I will not list the co’s…..but I will suggest any dedicated casualty Agent should read the Top 10 worst co’s, and read the McKinsey report as to how they were employed to increase income, through their 3 D’s, Deny, Delay, and Defend program, and see that at least 3 of the 10 worst hired them.

          • October 29, 2014 at 9:05 am
            Libby says:
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            Bill – Agent always thinks he knows better than anyone else regardless of the topic. He then proceeds to insult you for said lack of knowledge. When you tell him you DO know what you’re talking about, he turns around and calls you a smarty-pants know-it-all. It’s the pot calling the kettle black. Especially since he’s a small-time personal lines agent in west Texas.

          • October 29, 2014 at 5:03 pm
            Agent says:
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            Bill, I have read the articles on the 10 best and 10 worst. I am not sure I believe everything that was said since bias can come into play. I was relieved that not one company I represent was on the 10 worst list. I had a few that was in the top best companies. I have had to report a few of the large captives to the State Insurance department for their claims practices since they often try to get out of paying liability on at fault claims of their customers. They tend to take care of their customers, but often try to say it was 50% our fault, 50% their fault and to file on our Collision. Sorry Captive, you can’t get away with that if there is a good Police Report and witnesses.

  • October 22, 2014 at 6:07 pm
    Stan says:
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    Maybe you just didnt provide the value that you thought that you did, Agent? Imagine that, an old geezer thinking that he was more important than he really is. Shocker.

    • October 23, 2014 at 10:05 am
      Agent says:
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      We don’t need your insults on this forum Stan. There isn’t an agent in this country that haven’t had the oddball customer leave them after a claim. I would put my retention of customers up against anyone and all my carriers reports verify that. Everyone has written customers they wish they hadn’t over a period of years. Sometimes, the problem customer is the one you can’t get rid of. They do tend to ruin the loss ratio with the carriers.

    • October 29, 2014 at 2:21 pm
      bob says:
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      Time adds many things. The old geezers have many things they pick up when it comes to sales and servicing clients, unless they are just a terrible agent. There are more old geezers with a huge book of business out there than there are youngin’s. In my field I know all of the top producers, and the biggest books. We have a saying due to it to motivate our agents: When those agents peel over, someone has to take their place. And it is going to be us. The average age of the larger books of business in my field is around 60. That is right. Many of them are working their books past retirement. With auto this would never be the case. However, it just illustrates a point. Old folks know how to do relationships, services, and the ins and outs of their markets. Insulting the old folks…Shows a lot more about you than Agent’s ramblings show about him.

      • October 29, 2014 at 3:07 pm
        Libby says:
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        Trust me, he was only insulting Agent as that is a 2-way street on IJ.

        Time also adds rolling renewals to your book. Of course you’ll have a bigger book at 60 than you would at 35. If every year you produce $50,000, in 25 years you’d have a $1.25M book of business. You’ll have some lost business too, but that $10k account 25 years ago will usually be alot bigger now as well.

        I work with alot of older producers in my agency now than I did in the past. The older ones rely too heavily on relationships, if you ask me. Their counterparts are also aging and younger people are taking over their accounts. You have to show some value and not soley rely on your relationship to maintain the account. Alot of them don’t care because they’re just sitting on their book biding their time. Some of the young guns are much more proactive in showing value and using available resources to tie their clients to the team approach and not relying on one person’s relationship. It’s a new way of doing things.

        • October 29, 2014 at 3:26 pm
          bob says:
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          Some are as you said.

          But also, each of those old folks won their accounts through servicing. And many companies as they grew hired claims professionals, like yourself, while the younger agencies didn’t see a purpose.

          There are some on either side that are bad.

          Also, I’m aware he was insulting Agent. But he applied it to old Geezers as a label. It was entirely inappropriate.

          More older people have better and more experience than younger agents. It isn’t all. But it is more.

          • October 29, 2014 at 4:49 pm
            Agent says:
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            Bob, Stan is a troll and insulting is his mantra. Libby is also troll like as you have seen in all the other articles and comments. She butts into posts with other commenters to get her two cents worth in and then starts the name calling when she is disagreed with. How many times has she called you despicable names when you handed her head to her on issues.

          • October 30, 2014 at 8:46 am
            Libby says:
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            I was talking about large commercial accounts, Agent. You wouldn’t understand.

        • October 29, 2014 at 4:55 pm
          Agent says:
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          As usual Libby, your facts may apply to Pennsylvania, but not in our state. Please, pray tell what is wrong with writing and retaining business for a number of years. When you take good care of customers, they don’t shop around and they refer other accounts to you like I have had. I don’t have to beat the streets like the young turks to get accounts since my referrals are robust. Besides, the referral is half sold when you first talk to them about their needs. I had all the practice I could stand when I was in my 20’s and 30’s and prospects just shopping to keep their agent honest with no intention of moving about wore me out. I figured all that out and won’t even quote an account if that is what they are doing.

  • October 22, 2014 at 6:39 pm
    John Cantrill says:
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    Our product is our claim settlements. Our clients have correctly learned that if they use our product they will be penalized for it. Is it surprising that no matter how wonderful the claim settlement, they prepare themselves to look elsewhere?

  • October 23, 2014 at 9:08 am
    Tom says:
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    As an agent, if you do your job, honestly explain your product, advise an insured about the market, assist with the claims process, and add value, loyalty is possible. An insured would also know that the claim will follow them to the next carrier, so there would be no reason to be proactively jumping ship. I would agree with Stan’s question regarding Agent’s value. I’m less inclined to support name calling. Loyalty is earned via relationship and quality service..and that begins with your agent, the policy they sold you, and the claims handling by the carrier. A good agent who assists in the claim earns loyalty. Slide your client a 1-800 number to file their own claim? You get what you get. The findings in this survey differ from my own experience.

    • October 23, 2014 at 10:11 am
      Agent says:
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      Tom, we do all the things you mention. However, in today’s society, there are always oddballs who do their own thing, succumb to the non stop advertising of GEICO, Allstate, Farmer’s and others who promote savings 24/7 on the tube. The customer often finds out that the price quoted does not last and their premium goes up to as high or higher than ours when the claim hits the system. I have re-written some who admitted they made a mistake and were not happy with how it turned out, particularly with Allstate who quotes less coverage, watered down policies etc.

      • October 23, 2014 at 10:13 am
        Libby says:
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        Do you have a dedicated claim person in your agency?

        • October 23, 2014 at 11:00 am
          Agent says:
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          Do you mean someone we hired to only do claims, no. All of the CSR’s and even our partners can take claims and coordinate with the companies, particularly if there are any issues and talk to adjustors to get things moving. Many of our carriers prefer to talk to insureds direct and encourage reporting direct to them. I tell the customers to contact me if they have a problem. Nasty claimants are automatically turned to the company to handle. We don’t want to get into the middle of a contentious claim, nor should we. We have very few problems with claims because we represent good markets with good claims service. And no, they don’t have to dismantle an auto to determine if it should be totaled like they apparently have to do in Pennsylvania. That is a very expensive proposition and a good body shop working with an adjustor can make a good determination on whether to total or fix a vehicle.

          • October 23, 2014 at 11:35 am
            Libby says:
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            Agent – we can all do without your rude and sarcastic comments, just as you chided Stan about.

            I take it the answer is no, you don’t have a dedicated claim person.

          • October 23, 2014 at 4:56 pm
            Agent says:
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            Libby, If Stan starts in with me, calls me names and intimates that I am not a good agent, I will give it back to him just like I do with you. I will not let him or you get away with it. This forum is not a one way street.

          • October 24, 2014 at 9:15 am
            Libby says:
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            I didn’t start in with you or insult you. I asked you a simple question and YOU insulted ME.

    • October 23, 2014 at 11:08 am
      Agent says:
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      Tom, carriers will tell you that they have the right to settle claims. All an agent can do is make sure the claim is reported, coordinate with adjustors, make sure they contact the insured promptly and lend a sympathetic ear to the customer. If there is a question of coverage, I have often had to read chapter and verse to an adjustor on the policy coverages when they may have misinterpreted and denied a claim.

      • October 23, 2014 at 11:37 am
        Libby says:
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        There is so much more an agent can do for their clients than what you just said. You’d know that if you had a professional claims person on staff.

        • October 23, 2014 at 5:02 pm
          Agent says:
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          Not necessary Libby. Good CSR’s are far more valuable than having a staff claims person. We don’t lose customers due to poor claims service and we represent good companies who do an excellent job of working with our clients on claims. We let the company’s handle the nasty claimants as well including the frivolous lawsuits they sometimes have to answer.

          • October 24, 2014 at 9:16 am
            Libby says:
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            Yeah, well, you don’t know what you don’t know Agent. As usual.

  • October 23, 2014 at 10:12 am
    Libby says:
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    Being an agency Claim Manager, I know how important an agent can, and should be, in the claim process. Explaining the process, establishing expectations, answering questions, giving guideance. These are all things the insured looks to us for. Even just letting them vent and lending a sympathetic ear is appreciated. I try to insert a little humor, as well. Nothing like a little chuckle to relieve a stressful situation.

    • October 29, 2014 at 2:28 pm
      bob says:
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      You just listed what Agent said…I only see one thing he didn’t mention directly, which was the dismantling a vehicle. But as Agent is pointing out, that doesn’t happen often, so it clearly is not something that hiring a person to handle 10 cases will assist in keeping thousands of clients. It will keep the 10. The rest of the clients must then have some sort of service difference. In what I’m seeing you and agent would offer me the same service.

      So sell me Libby. I don’t sell auto, don’t know much about it, and out of the two of you I see you the same. So I’m pretty much the client here. I use State Farm. I do know why I chose them, and they have been helpful when I needed to ask about a baby seat being repaired in the past, as well as when the car was basically destroyed.

      I’m up for some role playing. Tell me why I should choose you.

      • October 29, 2014 at 3:13 pm
        Libby says:
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        First of all, I specialize in large commercial accounts, which is one huge difference between Agent and myself. What I can sell you? A single source for all claim issues. I am your liasion and your advocate during the claims process. I will help you navigate not only claims, but loss control and OSHA issues if necessary. I will conduct regular claim reviews with you as well as promulgate your experience mod six months prior to renewal to aid you in your budget process. We will have a written service plan in place and will review it regularly throughout the year. We’ll have a stewardship meeting 6 months prior to renewal where we will talk about the state of the market and what renewal expectations are. We’ll look at your losses on all lines and identify trends for loss loss control measures.

        Should I go on?

        • October 29, 2014 at 3:31 pm
          bob says:
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          I would say a large difference here in what you can do is the fact that you’re in commercial. You should realize that difference Libby. I am also commercial. I understand what you just put, but in terms of personal auto I really don’t know what would be similar to what you just put.

          You just said that you realize that is a difference between agent and yourself. So why did you compare your services? It sounded to me like his services are still fairly similar to what you put above if one was considering the needs of a personal vs commercial account. But again, I don’t know much about personal lines accounts.

          • October 29, 2014 at 4:24 pm
            Libby says:
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            This is what Agent said his staff does regarding claims:

            “All of the CSR’s and even our partners can take claims and coordinate with the companies, particularly if there are any issues and talk to adjustors to get things moving. Many of our carriers prefer to talk to insureds direct and encourage reporting direct to them. I tell the customers to contact me if they have a problem. Nasty claimants are automatically turned to the company to handle. We don’t want to get into the middle of a contentious claim, nor should we.”

            Just what does “take claims” mean? Nasty claimant are turned over to the company and they don’t want to get in the middle of a contentious claim? Why not? Would you rather the claimant pester your client than you?

            His sarcastic jab about dismantling a car came from another contentious posting on another article. He brings it up because he knows it gets under my skin.

            I know I provide a valuable service to my client, personal and commercial. Can it be validated or measured? Only by my clients who tell me this. And by our retention rate. And new business growth.

            You may think our service is the same, but having a dedicated claim professional and having a CSR “take claims” is certainly not the same thing. I follow each and every claim through the process to it’s end. Agent tells his client to let him know if they have problems. Usually they do that by moving their business.

          • October 29, 2014 at 4:37 pm
            Agent says:
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            Uh No Libby once again since your brain is a bit dense. We turn the nasty claimant over to the adjustor handling the claim. We tell our client they don’t have to be pestered by the claimant. Refer them to the company. That is the adjustors job to deal with claimants. We don’t let the claimant pester us either.

            We had a dude call us one time and was involved in an accident with a customer of another agent who happened to have a policy with a company we represented. He wanted us to put pressure on the company to send his check to our agency to pick up. Of course, he didn’t want to let the adjustor see his car to see if it was repairable or should be totaled and was being a total asshole about it. We had no information on the accident, whether the insured was at fault or anything. I gave him the claims number of the company and told him to call it give them the info and if he wanted to complain to them, he could. Companies don’t send claims checks to agents for claimants to pick up.

          • October 29, 2014 at 4:42 pm
            Agent says:
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            Bob, I am both Commercial & Personal and heavier in Commercial than Personal. I have seen just about every claim possible in all lines over the years. Libby seems to think we are not capable of serving our customers and thinks we are just a small Mom & Pop. Sorry to disappoint. Libby is a legend in her own mind.

  • October 23, 2014 at 11:39 am
    Libby says:
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    BTW – it is in some cases necessary to dismantle a vehicle to discover hidden damage. As a CLAIM PROFESSIONAL, I know this. Sometimes the hidden damage can make the difference between a repairable vehicle and a totaled vehicle. Anyone with any claims experience will agree with me.

    • October 23, 2014 at 5:08 pm
      Agent says:
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      It is interesting that you say that sometimes a vehicle has to be dismantled to see if it is totaled or not. I asked several good company adjusters who handle Auto claims how often they had to dismantle vehicles to make that determination. They say it is a very rare thing. Between a good body shop and the adjustor, they can often determine repair vs total by putting the vehicle on the rack, doing the inspection, seeing whether the frame is twisted or not. That is generally the key is the frame. Unibody manufacturing can be an issue. If a company has to pay the expense of dismantling, that only adds to the claims cost because body shops are not going to do it for free. You, of all persons should understand this.

      • October 24, 2014 at 8:46 am
        Ron says:
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        Agent,

        The opposite of sometimes is never, not very rare. She made no indication that dismantling a vehicle is a regular occurrence.

        We will get you to learn reading comprehension someday.

        • October 24, 2014 at 9:18 am
          Libby says:
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          Thanks, Ron. My point exactly. And agent, an adjuster doesn’t dismantle the car, the body shop does. And the cost to dismantle is paid for if the vehicle can be repaired because it would have had to have been dismantled to repair it. If not repairable, the cost is usually no more that a few hundred dollars and is paid for by the insurance company. I have been a claims professional for 34 years. Why do you have to try to argue with me and show your ignorance?

          • October 28, 2014 at 12:32 pm
            Agent says:
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            Libby, so where is your’s and Ron’s reading comprehension today? The adjustor always has the say so to make the determination on whether to dismantle or total a car. I have not seen one body shop dismantle a car without authorization to do so.

          • October 28, 2014 at 12:45 pm
            Libby says:
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            Listen, oh dense one. The adjuster gives the OK AFTER the BS tells them it must be done. The adjuster doesn’t make that determination, nor do they do the actual work. Quit trying to argue with me. I DO know some things.

          • October 29, 2014 at 6:18 pm
            Agent says:
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            Libby, you should change your moniker to DenseLibby. The adjustor works with the body shop to determine damage, possible repair or in the very rare event they want to tear down to check underneath. By your own admission, this happens probably less than 1% of the time. Most collision claims are handled quickly and it doesn’t take a rocket scientist to figure it out. You are making this too hard for yourself. Why not admit to what is really going on in the real world. Adjustors make the call and the body shops do the work.

          • October 30, 2014 at 8:48 am
            Libby says:
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            Agent, I understand the claims process.

        • October 28, 2014 at 9:40 am
          Agent says:
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          So Ron, when is common sense ever going to be manifested with you? I was going over the renewal of one of my very good Body Shop Accounts and I asked him point blank how often he was requested by the adjustor on the claim to dismantle a vehicle to see if it should be totaled. He said about twice in 20 years and he has seen just about every kind of wreck imaginable. 99% of the time, the adjustor and body shop can do an inspection, put the vehicle on the rack, see if the frame is twisted and make a judgment. Companies know there are extra costs for dismantling and that is why it is very rare.

          • October 28, 2014 at 12:13 pm
            Libby says:
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            Agent – once again, you don’t know what you don’t know. I never said this was an every day occurrence. I said sometimes it has to be done. And it’s not the adjuster that asks the BS to do it, it’s the body shop telling the adjuster it needs to be done. Why don’t you stick to selling BOP and Personal Lines business and leave the real heavy lifting to the professionals, like me. You’re definitely not up to it.

          • October 28, 2014 at 12:36 pm
            Agent says:
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            Once again Libby, you don’t know jack about what you are talking about. Body shops don’t dictate to insurance companies. If a body shop does not know one way or the other about totaling or repairing, they can suggest to the company about tearing into a vehicle if the company is willing to pay additional costs. Usually, they get together and talk about it and then they decide what needs to be done. It took them about 20 minutes looking at my Chrysler 300 to decide to total it since the frame was badly twisted and couldn’t be made right on repair.

          • October 28, 2014 at 12:51 pm
            Libby says:
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            Well, Agent, I’m sure your ONE claim experience tells the story for the thousands of claims I’ve been involved in.

            For one thing, it is always up the the insured if they want to body shop to go forward. The adjuster can then decide whether to pay for it or not. If the car can be repaired, the teardown would be paid for as part of the repair anyway.

            Again, I’ve been a claim manager for 10 of my 34 years in this business, as well as handling claims when I was a CSR. I know you think you are the be all and know all when it comes to insurance, but believe it or not there are others that are knowledgeable as well.

  • October 23, 2014 at 1:16 pm
    knowall says:
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    ending an insurance (management) relationships is often like ending a marriage — in the end it is all about moola; love comes a distant second

    • October 28, 2014 at 2:49 pm
      Agent says:
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      How about giving us the percentage on the thousands of claims you have handled in 10 years that the vehicle was dismantled to determine whether to total or not. Be honest about it. I too have been involved in thousands of claims over a 30 year career and it is as rare as hen’s teeth.

      • October 28, 2014 at 3:06 pm
        Libby says:
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        I know of at least 10. I never said it wasn’t rare. I just said it sometimes happens. You can try to twist my words to make me look foolish, but I won’t stand for it. It is done. Period. I never said it was frequent or that it’s done often, only that sometimes it is done. So why don’t you just place your tail between your legs, where it belongs, and slink off into the west Texas tumbleweeds?

        • October 29, 2014 at 4:25 pm
          Agent says:
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          So if you handled 1,000 collision claims and you dismantled 10 cars, that might be 1%. I think that qualifies as rare as I have stated before and quoted Claims adjustors and Body Shops saying how rare it is.

          • October 30, 2014 at 8:49 am
            Libby says:
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            I NEVER SAID IT WASN’T RARE.

        • October 30, 2014 at 1:14 pm
          Agent says:
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          Libby, you wouldn’t have gotten into such difficulty had you came out and said – sometimes a vehicle needs to be dismantled to determine whether a vehicle should be totaled although it is “rare”. That is not what you said and “sometimes” to me is more of a frequent thing than rare. That is the difference in your language that irritates us. Your language is very offensive as Wisconsin Charley picked up on and denigrating me as a little Mom & Pop in West Texas does not win many friends on this forum.

          • October 30, 2014 at 2:01 pm
            Libby says:
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            Agent, it’s not my fault you can’t comprehend what I write. That’s your issue. I said sometimes. That’s what it is SOME TIMES.

            My language is offensive when it comes to you because we have a history. I am not that way with the ordinary Joe on here.

            As far as me denigrating you, that is a total 2-way street and don’t even try to deny it. You attempt to belittle me every chance you get – whether I initiate it or not. It’s troll behavior to get a rise out of me and shame on me, it works.

  • October 27, 2014 at 4:03 pm
    fred says:
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    I haven’t had any adjustor problems since I called a claims manager and told him that the adjustor was not doing his job. I explained that I sell insurance and I do not do claims. I told the manager that I need the adjustor to come in my office next week ready to sell insurance. I explained that the adjustor owed me several hours of selling in my office and I will expect him to report on Monday morning.. They will try to tell you that they pay you 15% to help out.. My reply is….. I pay you 85% to get it right so do your job.. These are my customers not yours…



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