I signed the papers for my car at about 7:30 on a Wednesday night. By 8:30 Thursday morning, it had been vandalized by what I can only assume were miscreant youth. What they lacked in respect for the social compact they made up for in pumpkin-throwing ability. My poor car was bashed in all over, and the insurance company's* office hadn't even been open in the time that I had owned it.
A less scrupulous person would have added the car to his policy and then reported the damage. But I chose the honest route, figuring that an agent with whom my family had been doing business for 40 years would show me the same good faith.
Two months later, I still didn't have a driver's side mirror, and my trunk was starting to rust around the dent. They hadn't paid the claim, but they hadn't denied it, either. They had simply given me the full benefit of what they learned in Customer Indifference 101. I couldn't believe these guys. My agent would tell me one thing, the adjuster would tell me another--once I actually had to get them on a conference call myself so that they would stop failing to talk to each other.
The problem was that my agent wanted to pay the claim (or so he said), but the company's bureaucracy wouldn't let him do it. It was apparent that the adjusters had no interest in approving my claim since their job was not to keep me happy, but to watch the bottom line. From the outside, I could see that the company was at cross-purposes with itself, and no one seemed to want (or be able) to fix it.
Well, someone had to care, right? Surely, someone had to see the big picture. Acting on advice from my dad (who once settled a health care claim this way), I went straight to the top. A couple of minutes of online research got me the number of the CEO. I didn't get him, but I got one of his assistants.
And you know what? After two months of jerking me around, they paid the claim within 24 hours.
Aram
*Who shall remain nameless, except to say that I didn't feel like they were very good neighbors