Need help with an Insurance claim

Leland Pate · 04-25-2005, 07:07 PM

To make a long story short, my mom backed into the 993 last Friday. She killed the bumper cover and foglight.
We are both covered by USAA under different policies.

They sent me to a shop "approved" by USAA to do an initial estimate. These guys were a joke. I wouldn't let them remove a splinter from my big toe, let alone the bumper of my car. They quickly wrote up a shoddy, low ball estimate (which I believe is part of a bigger scam with insurance companies) saying they could replace the bumper cover, foglight, respray the bumper in one day for $1100. I said, "hell no."
First of all, the guy said he could get a "re-conditioned" bumper car for $470. But neglected to state where or how he came up with that number. The two other shops I went to for comparison both questioned the source, amount and origin of the adjusters reconditioned bumper. But the jokers low balled everything (quoted the paint cost at $100 on the estimate) B.S Ain't NO ONE going to do a "$100" respray A N Y W H E R E on my car!

Enough about that part, so I then take the car to two Porsche dealer approved "certified" Porsche body shops in Nashville. Both of them said you can't just find a "reconditioned" bumper cover for a 10 year old 911. And one even called a local USAA claims adjuster and the guy reluctantly concured. They both quoted a new bumper cover at $1380 list and both estimated the repair cost more accurately by noting the disassembly of the brackets and reinforcement strips and such and said the paint and wet sanding would be more like ~$400 or so.
I got one quote for $2100 and another for $2600 to do the job.

So, I call USAA and they say, well, your car is more than two years old so we are not obligated to install a new part. AKKK!

The worst part about this whole ordeal is that I'd be satisfied if they just sent me a check for the cost of the new bumper, foglight and a reasonable sum to cover paint, and I'd do all the work myself! But, that is too simple.

Anyway, so I was told to fax them copies of the estimates I got and they'd have an expert look them over. So, today I get a voicemail from a USAA rep. saying a check has been issued and I'll be receiving it shortly. I call them up and find out they took the initial crap ass estimate and just went ahead and send me a check for $1100. I was red hot mad. It's like trying to have a conversation with a frying pan!

They are now telling me someone else will call me back tomorrow after they review the estimates I already sent them. Damnit, I don't know how this all works! They tell me I just need to take the car to the shop I chose and if the repair is more than the $1100 check, the shop will file a supplemental claim, whatever the hell that is.

I thought this would be an easy process. I had always wanted to replace the stock bumper cover with a turbo bumper cover and thought it'd be pretty easy to just have a shop order a TT cover instead of the carrera cover and I'd pay the difference in cost. This is just so damn frustrating.

If anyone has been down this road and has a few words of advice, I could use a little right now.

Lee

KevinP73 · 04-25-2005, 07:41 PM

Sorry to hear of your distress Leland I've allways had real good service from USAA, plus I'm covered by them myself.
First point regarding the bumper cover.
On a ten year old car they are only required to pay for what is called L.K.Q. (like kind and quality) That means a ten year old part. If you want a new part from the dealers shelf, you will have to chip in for the difference. This is a deal you make with the body shop NOT your insurance company. If you start making too many requests of them they get overloaded with details and logic and go into data lock.
I'd suggest that you turn your car into the body shop of your choice and have them contact your insurance company for a supplemental inspection before any work is performed. USAA will have to send an appraiser out to inspect the car and any additional charges beyond the BS estimate they approved.
I can't see any reason why they would be difficult to work with, perhaps you just got someone having a bad training day or something.
If you want any help dealing with USAA feel free to call me at the shop.

yasir · 04-25-2005, 07:50 PM

Lee,
The initial quote is always a starting point and as they start working they will find other hidden damages that they couldn't see in the begining,which the body shop will file later.
In your case just review your policy and see what kinda clauses they have regarding the parts ( used vs new ) and also regarding the body shops you can use.
You did the right thing by getting the 3 estimates so just call the insurance co and tell them you are going to take the car to the 2nd body shop and that you will not accept the $1100 payment,period.
Hope things work out for you.
Later

don911 · don911's Garage

When I was rear ended (both times), the shop I chose told me to have the adjuster come to the shop. They both went over the repair and agreed on the amount.
I did do a supplemental claim on the first repair but it was for a small amount compared to the total bill. I don't think I'd go into a repair knowing that a supplemental claim will be over twice the amount of the initial check they sent you.
We have USAA as well. We may have to start shopping around for a better company.

silverc4s · silverc4s's Garage

Leland,
Insurance company estimators will ALWAYS lowball damages, car, house, whatever. This is to make sure that if you just want to take the dough and not do the repairs, they get of cheap. Many people do this.
Regardless of the estimate, if your shop submits a supplemental, and they have a relationship with USAA, they will pay it. The upgraded cover, if it costs more, will be on your nickel, you should just pay. Maybe they can find a reconditioned late model TT cover that is not too much more than the normal one, then you get the new look for not too much dough.
Anyway, good luck with those guys..

island911 · 04-25-2005, 08:07 PM

Wow, must have been a hard hit to damage an SC bumper! ... er . . . oh yeah, right.

on the claim; I always thought you just had the work done, and then sent the bill. (?)

Zeke · 04-25-2005, 09:49 PM

One nice thing about Calif is the right to take your car to whomever you like. It's actually a law. I went for that "approved rapair facility" BS just once. That was enough. Had to have it all redone by a decent shop.

I think the advice about taking the car to a dealer or someone you trust and having them duke it out for you is sound.

I also have USAA and have had no real problems, but I have had to stay on top of them when I've needed their services. All in all, a pretty good company compared to Farmers and Allstate (shudder....).

Eric Coffey · 04-26-2005, 01:06 AM

I'm sorry, but that is ridiculous.
I would have a chat with your State's insurance commissioner and possibly a consumer advocacy lawyer.

Complete BS #1: The refusal of using new replacement parts.
Complete BS #2: Sending you to their "approved" shop, and not a shop of your choice from the beginning.
Complete BS #3: Issuing you a check when a settlement had NOT been mutually agreed upon.

The first thing I would do after the claim is settled is find a new insurance carrier!

Rot 911 · 04-26-2005, 06:19 AM

Leland, move up the food chain at USAA. They have to accept the body repair shop of your choice and I have never heard of any state that allows them to use used parts for repairs!

Barrpete · 04-26-2005, 08:07 AM

And whatever you do, when that check comes DON'T CASH IT!!! You probably already know this, but cashing that check could be considered accepting the settlement offer they've made and you'd be stuck.

kbruz · 04-26-2005, 05:58 PM

I agree take it to the shop you want and duke it out with the insurance. I just got rearended on Tuesday morning... (good thing I drove the pathfinder that day). I am dealing with AAA in Southern CA and a real big pain in the a**. I got the same story about their approved repair shop, etc.....

randywebb · 04-26-2005, 06:04 PM

Read the letter and face of the check very carefully, then call the ins. co. and ask if cashing the check means yo accept their settlement.

Some states allow you to tape record the conversation - and vary as to whether you need to let eh ins. co. know that.

Or you can have a friend listen in - state might require you to tell them that too.

If they bring it up in court - then just say "well, it's an ins. co. - of course I don't trust them"

Grady Clay · 04-26-2005, 07:40 PM

Lee,

I agree with the above posts.

Photocopy the check and send back with a strong letter. There is a legal term that refers to how insurance companies can treat their customers (help Randy?). Many states require treble damages if the insurance company violates the law. The State Insurance Commission should have this stuff online.

Attack the problem from the other direction. Get a 4th estimate covering every little obvious detail. Then describe in gruesome detail all the possible hidden damage and the possible costs to repair (frame damage, bumper mount damage in the trunk, alignment, etc. I’ll bet you can get to $10K+ by listing all the possibilities. Then mention “diminished value” for an original 911. Ask the Dealer Sales Managers how much they would discount a 911 that had been damaged.

When Karen totaled her Land Cruiser (original owner, original paint, lots of miles), the insurance company tried to low-ball her figuring she was an easy target. They offered $900 for a $6K car. That got my dander up. I found comparable (collector’s) cars for $15-25K, documented Like Kind and Quality and every thing else. We demanded $11,800 and settled on $9800 with us keeping the salvage. Had they not tried to cheat her, they could have saved $4K.

Don’t let them wear you down. You too can play that game.

What are your plans coming home? You are more than welcome here.

Best,
Grady

gadams · 04-26-2005, 08:51 PM

Was this filed against you or your Moms policy? if it is on your Moms, you are entitled to diminution of value. This can be defined as the difference in value immediately before the accident and the value immediately following the accident. As far as their offer, it is just that, however once you contest/refuse their offer with merit and they do not counter or offer reason with merit then they are not considers to be acting in good faith.

You should ask for the diminution in value, you do not have to use used parts which would possibly add to the diminution.

AS with any INS CO put each and every conversation in writing. when the insurance co refuses to put things in writing, put the conversation in your words and send the letter to them. I would also copy the State Board of Insurance, in my state they have no real governing power but if helps with the documentation trail and creates extra work for the INS CO. which will hopefully lead them to wanting to make you go away.

randywebb · 04-26-2005, 10:25 PM

"There is a legal term that refers to how insurance companies can treat their customers..."
- Dunno.

--> The main thing is you are in MT, and that state law will set your gihts and those of the ins. co. I doubt if MT is real consumer friendly. Just don't sign anything or admit anything over the phone. If people in Calif. are giving you advice, remember that their experience is in a very different state - Calif. has good consumer protection.

Know any friends or relatives who are lawyers in MT?