Geico Corporation Complaint - Geico Drags Its Feet On Claim -- Tows My Car, Loses My Car, Appraisers On Vacation
Resolution Update on 05/30/2008:
totaled car was appraised and check sent. I do feel that posting this review helped to expedite the claim process and encourage others to be persistent in making sure their claims are processed efficiently.
CENTRAL NJ, NEW JERSEY -- My car was totaled by a falling tree on our street 3:30 am on 5/12. Car completely crushed from front to back, driver to passenger sides. Police report indicates "vehicle completely crushed." I called Geico first thing that morning to file a claim. It has now been over a week (5/19 afternoon) and Geico has done nothing, except lose records of where my car is and assign to appraisal to two appraisers who are on vacation. Every time I call to check on progress I'm given a different story and assurances that this was just a fluke and my claim will be resolved promptly. After spending most of the day today on the phone with various people I just called to tell them I would be posting their handling of my claim on the web. Let's see if that helps.
A few details:
--5/12/08 Geico agent told me it might take as long as 3-5 business days for an adjuster to appraise my car, and said they wouldn't schedule for the adjuster to look at car until I had the tree removed. After I had tree removed, I called back and explained that this was my only car so I needed to expedite process so I could begin looking for replacement vehicle. I was told that the process would go much faster if I had car towed to auction service in area (IAA) where inspectors were there at least every other day to inspect cars. Scheduled for car to be towed to the recommended IAA location.
--5/13 Car towed to IAA. Called to confirm. Called Geico to confirm that they knew car had been towed and was waiting at IAA for inspection. Told adjuster would be scheduled to look at car soon. Called again and told 'it looks like car is total loss' and appraiser would call me with information on how much for car.
--5/14 Called again, car hadn't been assigned to appraiser yet. Called again, still waiting for appraiser to be assigned.
--5/15 Called again, got name of appraiser assigned to car, confirmed location of car, was told she was waiting to schedule when to see car. Told appraiser three keys for car and info about condition of car and extras (new tires, etc) placed in car for her review.
--5/16 Called again. Appraiser can't see car until Sat at latest.
--5/17 Call appraiser. She tells me she has 'bad news' car is not where her report told her it would be. She'll have her supervisor figure out where car is and reschedule appraisal ASAP. Call Geico, discover their records indicate car is still in my driveway waiting for appraisal to be scheduled! After many holds records are sorted out and apologies about errors and delays. "We now have everything straightened out."
--5/19 Call appraiser, get voicemail saying she is on vacation this week! Call Geico. Apologies. They call back and confirm appraiser is really on vacation. Job assigned to new dispatcher. Call Geico and learn new appraiser assigned by dispatcher is on vacation today! Call supervisor. Tells me new appraiser is on vacation, nothing can be done today, but he'll look at your car later this week. Call again to complain. Told new appraiser will try to look at car tomorrow or maybe Wed. Call again, told Appraiser will be asked to make this a priority.
--5/20 Call new appraiser. He's back from vacation. Hasn't heard anything fomr dispatcher about appraising my car today, but promised to look at car first thing tomorrow (5/21) and get back to me.
Car was in excellent condition. I need to know how much I will get for car before I can even begin to decide what to do next. We have only one car. I didn't opt for rental car insurance. Now friends who have made claims with Geico tell me they always give you a low estimate and you have to 'go through the process to get fair value.' If it has taken this long and they haven't even given me an estimate I don't know what I'm going to do if I then have to go back an negotiate for fair value of car. I really hope that posting this information can help encourage Geico to give fair service and stop delaying.
--5/21 Called appraiser. He was looking at my car when I called. While appraisal was not as much as I had hoped (not enough to buy equivalent make and mileage car in my immediate area before taxes) it was within the range of what the published NADA value. Appraiser noted that front and back bumpers seemed to be cracked. I explained that car had no significant bumper damage--certainly no cracks. Damage to bumper must be from the forklift they used to open trunk at salvage area. He reduced deduction for prior damage. Was able to view appraisal online by end of day. Title mailed to Geico by overnight mail. I included preaddressed return envelope to expedite receipt of check.
--5/28 received check for totaled car. It was about $1000 less than what I could purchase closest make and model to car I lost in my area, but that's about as good as it gets.
Car crushed from a falling tree - Geico finally came through