ATLANTA, GEORGIA -- On October 28th 2013, I was rear ended by a 70 yr old guy in a brand new Buick LaCrosse. The damage was so severe that the truck lid was stuck shut, passenger rear door was buckled, whole quarter panel was twisted and the fuel tank vent system was breached. Many warnings lights was on, parking sensors malfunction, fuel tank system warning, etc. The car wasn't drivable.
The insurance carrier of the person that rear ended me is State Farm. I filed a claim through my insurance company (Esurance) and with State Farm. Esurance claims representative called me back and said he wanted to make sure State Farm is handling this because they're the party at-fault and is 100% responsible. While I cannot talk about the injuries I have per my attorney, I will tell you how State Farm handled the repair of my 2007 BMW 328xi.
I brought my car to North State Custom bodyshop in Bedford Hills, NY because they're trained and certified by BMW to repair their cars. I told them only OEM parts can be used to repair the car. I made it a point that they need to contact me and discuss before repairing the car as I know it doesn't look good. A week later I get a message on my answering machine from State Farm saying the car is repairable and it costs approx $9,000. I called State Farm back and like expected, no one picked the phone up and they want to have a voicemail left. Approx 2 weeks later, more damage was found during dis-assembly. The bodyshop had to make a supplement twice.
I called State Farm and again no one picked up the phone. I stayed on the line and demanded someone pick up this claim right now. The lady who read out my claim said my car was flagged for a total loss and it costs $13,600 total for the repairs. She went on to say she doesn't know why they repaired my car because it was supposed to be a total-loss and she doesn't know who authorized the repairs. I told her I need copies of all the documentation and records on this.
She kept telling me she's not authorized to do that and will have to send me to my claim representative **. Her position is total-loss department. I finally got through to her and she told me my car is only $900 away from total-loss but it was flagged for a total-loss. She said they use 75% rule to determine if the car is a total-loss. I told her the car blue book is only 12-13 grand. She tells me they don't use the "blue book" way and they have a different system of valuing the car. I asked her what the car's value per State Farm is. She told me they value the car at $17,300. I said why wasn't it not totaled then? "Because the damage is severe and there's frame damage."
She basically stonewalled me at this point and said because it's only $900 away from total-loss and went on to tell me it didn't meet the total-loss per the car age and value. Said they're taking 100% responsibility for this accident and handling this case, thus telling me good luck at this point. State Farm closed the claim saying there's nothing they can do about this now. Esurance has keep their claim open because the problem with State Farm is not resolved.
To date I have not received any copies of documentation and explanation on how they came up with that value of $17,300. I got a copy of the estimate papers and it shows that recycled and parts from a similar year model is used and new parts are substituted with aftermarket parts and not all parts are new.
A week later I got a call from my bodyshop saying my car is fixed. It was in the shop for over a month, it needed over 100 manhours to fix it. I asked them who authorized the repairs because I never gave the go-ahead and the car was supposed to be totaled. They looked at me like they're in shock. They told me the State Farm appraiser told them to go ahead and repair the car. I found out State Farm sent the check directly to the bodyshop, very disappointed no one contacted me about this.
I had to return the rental car and pick up my car, it was close to closing time at the body shop and it was a Friday. The shop told me the car frame had to be pulled back to specs and the damage was so severe that the car that hit me probably did not use any braking. On the drive home, I hear a whirring noise under the car. Sounds like a wheel bearing or the transfer case. When I go highway speeds, there's bad vibration. The car never did this before the accident.
I noticed there are areas of the car that was not repaired to the way it was before the accident, such as the trim on the top of the bumper has a slight curve to it and it wasn't like that before the accident. Also the gap between the trunk lid and the bumper is bigger than before while the top part of the trunk lid is flush with the quarter panels. The replacement battery they used in the repair of the car is smaller than the OEM battery.
On the morning of January 22nd, I turned the windshield defroster on and made a right turn getting onto the parkway, I heard a cracking noise a few minutes later. There's a long crack on my windshield starting from the bottom of the driver's side and runs all the way to the bottom of the passenger side up a slight curve. Upon examination of the windshield from the exterior, there's no impact point or damage that could have caused it to crack.
At this point I'm thinking since the frame was pulled, it stressed out the windshield thus causing it to crack eventually. I contacted Esurance about this and the claims representative told me they will contact the bodyshop and ask them if they feel the frame pulling has caused this to happen. I know the shop will try to play it down. I filed a complaint with the Insurance department on this already. I contacted my insurance (Esurance) and they're trying to find out who dropped the ball at State Farm. But so far no luck because State Farm is not returning calls. I told them (Esurance) they need to push harder and get State Farm to fix this because the car should've been totaled.
A customer of theirs backed into my sons car at a gas station. Got out of their car, gave my son their name, cell number and my son got the license plate. Before he could get any more info, this person left the scene. My son went to the local police station and filed an accident report. I called our insurance co. told them about this. The customer service representative checked on her computer and confirmed that the info my son gave her matched identically to what she saw as the owner of the car and that they are insured by State Farm.
A claim was filed with them. They have dragged their feet for almost 5 weeks without any settlement. Their customer never filed a counter accident report even though the police contacted them saying one was filed against them. They have 3 different stories that they have told. The simplest one, and the only one that State Farm seems to think is the best to support their side is their customer saying "I didn't do it."
Let me ask anyone out there reading this... have you ever gotten out of your car at a station and given a stranger there your name and cell number for just for the heck of it? Maybe this is standard practice for State Farm, not paying legitimate claims. I mean you need to get the money from somewhere to cover the costs of all those TV ads.
Here is the latest. The final lie from the person who hit my sons car and State Farm Insurance who is backing this ** you know what. He allegedly didn't have permission to drive the car so they are not responsible to pay the claim. How did he get the car, the keys and a credit card for the gas? Now I have to pay the deductible to cover damage caused by someone else while they and State Farm walk away scot-free and after 9 weeks of stringing us along.
SF, CALIFORNIA -- I made the worst mistake by changing from AAA to State Farm. In trying to save some money I am now dealing with un-efficient State Farm employees. I transferred from AAA to State Farm May 2013. Unfortunately, my vehicle got vandalized (keyed). Following this incident I contacted my agent and he submitted my report online. The next day an adjuster was contacting me. After giving him all the information he schedule me to meet with an inspector at a State Farm location near my home. I did just that. The appointment wasn't even kept in its time b/c the inspector was busy. Why schedule an appointment, if the client is not seen in time?
Anyhow, he took photos of my vehicle, gave me a business card with the information pertaining to my claim. He informed me that someone would be contacting me the following day around noon or the latest 1pm. No call! I called today to find out what was going on so I can drop off my car to the shop for repair. To my surprised I was transferred over to the investigative department. Why? Because as my agent told me "they are doing this to you b/c your policy is new and you chose an out of network body shop. If you had chosen a body shop of State Farm, they would not be giving you any problems."
The lady that I spoke to was rude, and informed me that she needed to call me back to schedule a recorded statement. I don't mind at all. I was on the phone with her. Why not get it done immediately? To add insult to injury, she told me that because my car was drivable it could take weeks or months for this to get resolved. All the while my husband continues to pay for our vehicle's and renters insurance every month. So, I have to continue driving around in my vandalized vehicle with my children.
This is such an inconvenience and headache. Why should I get penalized for some scums actions? My husband and I also have to pay a deductible of $500. So, what's the hold up in the process? All I want is to get my vehicle repaired. Nothing more, nothing less.
KANSAS CITY, MISSOURI -- Last summer I got t-boned by a teenager driving her mom's car and who was visiting Kansas City. Luckily no one was hurt and luckily (or so I though at the time)... she had insurance. When I mentioned my accident to my fellow Officers at Leavenworth and told them I was glad she had insurance a few laughed because I mentioned State Farm... the phrase "don't hold your breath was used a few times".
At the time I will admit that I was pleased with the way they handled everything... not as expeditiously as USAA (my insurance) but oh well. Repairs were made, back driver's side door was replaced... and I thought nothing of their warnings until a few weeks ago. The interior locking mechanism for the door, a new part and one that had never failed in any of my doors before went bad. I use this car for work and drive to and from the base by myself... rarely do I carry passengers.
So, I called the repair shop that called State Farm so they would approve the replacement part purchase and installation. The repair shop called them and left messages 4 times until State Farm finally got back with me and told me that the part was no longer under warranty; it was normal wear and tear. I argued that the other locks (not damaged in the accident) did not go bad (original and working for 7 years) and that their part went out in 15 months and that they promise a lifetime warranty on the repairs. No luck.
So folks... if you get your car repaired under the "insurance protection" of this "honest" company... well just hope and pray something will go bad quickly... I would hate that something like your brake system, your steering, etc which you use normally, might go bad. It will take some work but I should be able to fix the part myself, but you don't want be going down the road and have the "normal wear and tear" bug hit you.
CINCINNATI, OHIO -- A lady ignorantly pulled out of a stop sign when I had the right way and caused an accident which has resulted in 3 surgeries and probably more to come. Of course she State Farm so we all know how this ends. She walked away with no injuries, got herself a new car and like nothing happened. She was cited, paid the ticket and life was great.
I however, was 22 at the time and a college student working 2 jobs working through depression from the accident, injuries so bad resulting in 100's of hours of Physical Therapy, Surgeries, Time off work, etc. State Farm still to this day has not paid for anything except my totaled car while trying to bankrupt me so I'd settle for an insulting amount that won't even cover my first surgery.
CORAL SPRINGS, FLORIDA -- State Farm was my first insurance company when I turned 16 till recently at 23. When I lost my job and had some issues it was sad to see how this office could not help me since they have collected thousands of dollars from me. My monthly payment was 430 when I first started and was like that for years in till going down to 200. I received the worst customer service from ** and now as I am no longer with State Farm I tell everyone that I can two things.
One stay away from ** office on sample and university because you guys do not give a damn about people. And two if you are with this office leave or transfer to another office. I have waited on a call for the agent ** and never received it. You guys may have dropped me but I will never forget to pass the message to my friends and family. Very sad when it is only about money and no customer service.
I work for State Farm, claim representative for homeowners claims. I am not a fan of the company, only because it does not fit me and the "workflows" / customer service policies. Sorry, State Farm policyholders, not what you think... all they (State Farm) think about is trying to improve customer service (yet I think many processes are not helping.) Well, I do think they under pay employees, have a horrible rating system for employees, and micro-manage (and getting worse) their employees.
But as to what this web-site is for... hating State Farm for not paying money for claims. The policyholders need to read their policy and understand what it covers and does not cover, if you don't know (b/c it does look like reading a law review) ask your Agent, yet I feel most Agents don't know squat.
For everyone (I know and will discuss homeowners policies) your policy does not cover flood. It does not cover water that enters your home seeping through a wall or floor, running under doors (flooding, you want water running or seeping through walls, floors, doors, windows covered... you need flood insurance!!!! Even if you don't live in a flood plain and your mortgagee doesn't require it). The policy does not cover FLOOD, or water that backs up from a sewer or drain (read the policy).
The policy is not maintenance plan. If water leaks (pretty much anywhere, especially the roof) continuously or repeatedly it is obviously a maintenance issue, or negligence (b/c you didn't bother to fix it). Thus brings to me to... rot and mold. For things to rot or mold it has to have water affecting it for a long (loonngg) time. The policy covers damage that happens... boom, one time, right now. Thus... Accidental Direct Physical Loss (ADPL)... to me, this means (boom) happened right now. Hail hit your home, wind hit your home, tree fell on your home, wind may has blown rain into your home... ADPL.
Yes your roof decking (1x's or plywood or OSB) maybe rotted, but sorry it was apparently leaking for a long time, does it have to be fixed or replaced... yes, but insurance can't pay for it. Rot and mold does not happen after a couple of days or weeks (especially rot), thus why they are not covered (ADPL), you got to stay on top of what is happening at your home. Sorry for the rant. State Farm pays for what is damaged. Sorry but if only parts of your home is damaged, they are only going to pay for damage. If there is only damage to one slope of your roof, or 1 or 2 elevations of your home, they only owe you for that. Sorry it doesn't match, but... policy pays for (say it with me) ADPL.
When the wind blows or hail falls it typically (typically) comes from one direction, thus you will only have damage (typically) from on 1 side of your home. (By the way people can not see (AND AREN'T LOOKING AT) multiple sides of your roof or elevations at one time, so matching is a poor excuse.
HAIL - everybody loves it for insurance. Hail will effect every roof differently. (Although your neighbor got a new roof, you may not.) Older the roof more likely to get damage, (but color of roof, tree coverage, steepness, quality of shingle and direction of house will affect how quickly the roof ages), the steepness of roof, direction hail blew in it at, tree coverage, and quality of roof (funny how that hail damage is related to the factors that determine how quickly it ages) will determine if you have hail damage.
By the way Independent Adjusters get paid based on how much they pay you, so if they don't pay something they are taking money out of their own pockets, so what since does it make for them to pay for 1/2 a roof, unless there is not damage. (I spite those guys, they make WAY more money than us.) I really do hate my job. It is just not a fit for me. I am a home builder by schooling (Bachelor degree) with 9+ years of practice, and now stuck under fluorescent lights and a micro-managed schedule (to benefit the customer). But you got to know...
Something to keep in mind, there are 4 types of contractors (for insurance purposes): Contractor charges same (honest price) no matter what; Contractor who knows Insurance pays a lot more than normal and will accept the Insurance price (correct and fair price for damaged items); Contractor who doesn't know Insurance process, but knows Insurance pays a lot, so will nearly double price because they think Insurance will pay it; The dirt bag Contractor, who always rips off customers and will try to rip off customer and Insurance company. (Keep in mind Insurance Adjusters make mistakes (a lot of mistakes) so they miss items, miscalculate, invert #'s or just don't know.
If you were to have a contractor to your house and say how much for a new roof, (as example) contractor #1 will say $9,000 (or you don't need it) & #2 & #3 will say $10,000, and #4 will say $14,000+. Tell same contractors you got to Insurance claim: #1 will say $9,000 (or you don't need it), #2 will say how much will Insurance Co. pay?, #3 will say $12,000, and #4 will say $16,000+. By the way to replace the roof is probably $9,250. (#1 is just too honest).
Well, nobody will probably read this so I guess I will quit typing now, but before I am done, I hate my job (I am trained, not used to being micro-managed, under paid (used to make double salary with old career), and don't agree with how much money State Farm pays out for claims (too much)). We, State Farm, tries its very best to pay claims, and always bends the rules (policy) in the favor of the customer, any grey area of policy means pay the claim. But if policy says,"not covered" can't pay. PERIOD. So if you can't afford to pay for "some" damage to your home (without insurance) or pay your deductible (including Hurricane or Wind/Hail deductibles) don't own a house.
You fools are probably the people who put this real estate / home value / foreclosure / "bad market" into a downward spiral, thanks... I am now doing a job I hate, and you fools are filing claims for 3 shingles missing from your roof (buy a hammer, buy a friend, or have $250 in your checking account) in hopes to have something positive happen your lives... an insurance check (and now that you are laid off b/c of the bad market, you attributed to, you just want the money.) ** - if I ever handled your claim, or if you work with me, you know me (because I am blatantly honest all the time to everybody), and know this is all the truth.
EVERETT, WASHINGTON -- Dec 22 2012 we left on a 28 day cruise, (50th anniversary) returned home Jan 17 2013. We noticed a big increase in propane, Feb the same thing. March 4 utility room floor was buckling. We then found a hot water pipe spraying hot water into the 8 inch insulation, which it melted. Called plumber fixed pipe. Called agent they had Servpro come dry out the crawl.
Two days later adjuster shows up he says "we won't cover this" (reason it's a maintenance problem) so we contact state insurance commission. What a joke. The CEO of State Farm he sends in another adjuster. "We won't cover this. It should be reported earlier (but we were not here)." End of story. I have been with this company 41 yrs first claim filed. Total bundled premiums 3K per year. This denial of coverage cost me 16K out of pocket. This company has many complaints against it in this state.
ANN ARBOR, MICHIGAN -- When my bill goes up there was never an explanation if it's a rate increase or expected savings either due to increasing deductibles or agreeing to using "In Drive". Should I not be entitled to hear any change on premium first from the Corporate HQ prior to seeing it on my bills? Is it possible that your agent does not know how to factor out any increase/savings from your regular monthly charges? Do you agree with his answer "I do not know what the real savings were... or I don't know how to figure it..." but he knows how much rate increase six months from now, explicitly accurate on each of 2 cars? Don't I have legal rights to know the truth and only the truth?
LANSING, MICHIGAN -- State Farm Insurance has given me the run around for two months while trying to switch insurance companies. After finally getting it straight and getting on the insurance. We were informed today we were getting cancelled because they can not obtain a "Letter Of Experience" from our last insurance company. We had contacted our old insurance several times and they have no idea what this letter is.
We have given State Farm the number of the old insurance company and have asked them to contact them so we could get it fixed. We sent them all the paperwork we could obtain but still got cancelled. Of course we had sent them a payment and they accepted it so now we have no extra money to pay another agency to obtain insurance. The insurance agents name is Michael ** and they are based from the Lansing office.