My car was hit while parked, the other person had Travelers for insurance. I had and appraiser come out and do an estimate. He asked me where I planned on taking it, I told him a local shop. He said good that shop is in our network, I asked him if I could take it on Monday. He said sure. I went to the shop on Monday nothing was ready, I called the claims person I had,,,, voicemail out til Tues. press 0 to reach someone in my department. The guy gets on I tell him I am at the shop with no paper work I need the claim number and rental car confirmation. He gives me both and I am on my way. The next day the original claims guy calls me an tells me you are in a 3 day rental. Anything outside of 3 days I would have to pay for. I asked him why and what happened? He told me I should not have taken the car there with out paperwork (understandable). But why wasn't I informed of this prior to this, the communication has broken down somewhere. I asked to speak with a manager, she was rude right off the bat. She asked me "why would you take a car to the shop without any paperwork, that just doesn't make since to me." My original claims person was not at work so I assumed that was the delay. I told her the appraiser told me it was OK for me to take it to the shop on Monday, she replied "he meant the following Monday not the 1st Monday." How was I suppose to know? Now we have elevated tempers, she ends the call with you just have to eat the cost of the additional rental days. She also asked me "why didn't you read your paperwork sir." I informed her that I received the email on Tuesday after the fact. I asked her what could I have done different form my perspective she replied, "I don't know sir." She insist that her personnel informed me of the 3 day rental. I insisted they did inform me, after the fact.
Clearly this is a case bad communication between the insurance company and I. With all the varables on their side I felt they should have picked up the bill.