It is not uncommon for individuals dealing with insurance claims, particularly after a determination of a total loss (often referred to as “totaling” a vehicle), to feel as though they are being shuffled between different departments or representatives. This situation can occur for several reasons:
Complexity of the Claim: Total loss claims might involve different aspects, such as the valuation of the loss, settlement negotiations, and procedural details, each handled by specialists within those respective areas.
Multiple Entities Involved: If more than one insurance company is involved, say, in the case of a claim involving both your insurance and the other party’s insurance, communications may need to be relayed between different entities, adding to the back and forth.
Internal Processes: Insurance companies often have specific processes and protocols for handling different parts of a claim. Hence, a claim might naturally transition between agents, adjusters, and departments specializing in underwritten policies, claim adjustments, or legal consultations.
Coordination and Double-Checking: Companies may also bounce issues back for additional verification, to cross-check with policy conditions, or to ensure compliance with regulatory standards before finalizing a decision.
Resource Management: Companies may reassign claims depending on their workload distribution among staff, especially if certain area specialists or claim adjusters become available.
While it might seem frustrating, this frequent transfer can sometimes actually mean that they are ensuring due diligence and accuracy. However, if you feel that the movement between departments is excessive or if it results in contradictory information or delays, it might be beneficial to:
Requesting a Single Point of Contact: Ask if your case can be assigned to a single representative who can keep track of your case and provide you with updates.
Clarifying Procedures: Contact the insurance company to ask for an explanation of the process and timelines involved.
Documenting Communications: Keep a detailed log of all communications, with dates, times, names of representatives, and summary of discussions, which can be useful if discrepancies arise.
Escalating Concerns: If you believe the transitions are unwarranted or causing undue delays, you may wish to escalate the matter to a supervisor, or through the company’s formal complaint or grievance process.
It is within your rights to seek clarity and timely resolution, so do not hesitate to ask for explanations and discuss any concerns with the insurance providers involved.
