by Momof2jimnsts » Tue Aug 26, 2014 06:38 pm
On August 8, 2014, our vehicle was stolen from a local water park parking lot. We called the police immediately and alerted our insurance immediately. We have turned in all paperwork as soon as possible and returned all calls made to us same day.
My question regards a certified mailing we received from the company on August 18. The beginning of the second paragraph states "We are writing to inform you that we are unable to complete our investigation at this time because to date you have failed to cooperate with ****** in the investigation of the above-referenced claim.
I called immediately because I was very concerned and our adjuster stated this was just a poorly worded standard letter that really means this is what happens if you don't cooperate and she felt we were very cooperative.
Since that time I have been concerned with certain actions and am curious if this is normal for this time of claim.
1. I received a call from an investigator requesting the phone number of the witness who was with me when I realized my van was stolen. I called her back within 15 minutes and she never called the witness. I called the adjuster a few days later and gave her the number and they spoke the following day.
2. Days later we call our adjuster to just see how things are proceeding, did we need to do any follow up with them, where do we go from here. She then stated she had another issue she needed addressed and just wanted to get a schedule of payments from our bank regarding the car loan
I understand these are all very typical, normal questions in regards to auto theft and an outstanding loan, however, my concern is that no one seems to take initiative on their end and it is only when I call asking where the claim stands do they come up with another question for our case.
Our adjuster did also inform me that they had hired a PI because this theft was unusual in that it was a 2007 Honda minvan and the first auto stolen from that location in 8 years. Again, I get it, fraud and all that, but she mentioned they might speak to my neighbors, which I have no issue with, aside from questioning what they can discuss. We are fairly private and are a bit intimidated by anyone potentially having knowledge of our finances or such.
Thank you for providing any insight into this situation as possible. We really feel helpless and lost as this is not something we have ever experienced or know of anyone who has ever experienced this.
My question regards a certified mailing we received from the company on August 18. The beginning of the second paragraph states "We are writing to inform you that we are unable to complete our investigation at this time because to date you have failed to cooperate with ****** in the investigation of the above-referenced claim.
I called immediately because I was very concerned and our adjuster stated this was just a poorly worded standard letter that really means this is what happens if you don't cooperate and she felt we were very cooperative.
Since that time I have been concerned with certain actions and am curious if this is normal for this time of claim.
1. I received a call from an investigator requesting the phone number of the witness who was with me when I realized my van was stolen. I called her back within 15 minutes and she never called the witness. I called the adjuster a few days later and gave her the number and they spoke the following day.
2. Days later we call our adjuster to just see how things are proceeding, did we need to do any follow up with them, where do we go from here. She then stated she had another issue she needed addressed and just wanted to get a schedule of payments from our bank regarding the car loan
I understand these are all very typical, normal questions in regards to auto theft and an outstanding loan, however, my concern is that no one seems to take initiative on their end and it is only when I call asking where the claim stands do they come up with another question for our case.
Our adjuster did also inform me that they had hired a PI because this theft was unusual in that it was a 2007 Honda minvan and the first auto stolen from that location in 8 years. Again, I get it, fraud and all that, but she mentioned they might speak to my neighbors, which I have no issue with, aside from questioning what they can discuss. We are fairly private and are a bit intimidated by anyone potentially having knowledge of our finances or such.
Thank you for providing any insight into this situation as possible. We really feel helpless and lost as this is not something we have ever experienced or know of anyone who has ever experienced this.
Posted: Thu Aug 28, 2014 03:51 am Post Subject:
I can understand if they farmed out some of the investigation to a third party adjuster... that is, a local adjuster is asked to dig deeper into the claim. But this is not really a P.I. I would also find it very unusual that an adjuster would speak to anyone's neighbors. I've heard of this but never seen it done in 20+ years. I'd say that they are really digging deep in to this theft.
Also, the letter they sent you about failure to cooperate.. I don't see how that would be a "standard" letter. I'd recommend sending your adjuster a letter and in it state your conversation and that they told you lack of cooperation was not an issue. Ask them to let you know if this is not the case. this way you put the ball back in their court and if they later stand on the fact that their letter was sent, you have your letter confirming the conversation.
Posted: Tue Sep 02, 2014 06:14 pm Post Subject:
Thank you. I do feel like they are putting us under a microscope. They asked us last week to mail a copy of the notarized documents, before they said fax, and asked us to mail in our keys, where before they told us to keep them in case the vehicle was found. I did overnight them fedex so there is a copy of receipt since I feel they really have stalled on getting this done. On the up side, they are paying the rental currently so I guess if they want to take their time, they can.
I think the oddity in the case are the location is not a prime theft location, apparently first vehicle in 8 years from what security stated.
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