Complaint Review: American Independent Insurance - Conshohocken Pennsylvania

 On July 26th I was struck on my front end by a young man that did not see me as he was turning left into his driveway. I slowed as much as I could but the wreck was inevitable. He hit me almost head on. The police were called we exchanged information. As all parties agreed it was his fault, including the mailman that watched it happen.  Three weeks later I called his insurance company, and as I thought, he had not reported the accident.  Dennis or Damien whomever the first person I spoke to at American Independent took all my information. Including all the exchange report information etc, He then gave me the name of a few body shops that were in the American Independent network that would be efficient and handle my claim. He said that an appraiser would take longer, though the option was mine but Frank’s Auto Body Carstar would be closest and good to use.   I agreed because he assured me this was the fastest way to case completion. I was told that an independent appraiser would work as well but would take more time.  So I chose the estimate at the shop. Dennis or Damien the information taker gave me the name of my claim adjustor Althea Patterson of whom I would be communicating with during this ordeal and that she would contact me within 24-72 hours.  She did call me twice within one hour of each call the next day, I was not able to answer as I was at work and no message was left.  I called her back three times within 3 weeks after the initial phone call left messages for her with my concerns and questions and did not receive phone calls back. I went to the shop 2 weeks later August 28^th, (mindful this almost 3 weeks after the wreck) and they had no idea of my claim # nor that I was coming. But they did take pictures and gave me a printed estimate of the damages and told me he would send these to my adjustor Althea Patterson after he was able to reach her.  I gave him her name my claim # and the phone number and ext. I had for the insurance company. I did not hear back from the body shop or American Independent

 What I did receive was a letter dated 9/5/13 stating that " In order to complete our investigation, information is needed including the gathering of statements from all involved parties, including drivers, passengers, and witnesses.  It also includes the receipt of all proofs of loss, which could include, but is not limited to, the police report, affidavits, estimates (I had already done this and Frank's had contacted them to my knowledge with the phone number I provided them with) written statement, medical records and other pertinent information necessary to conclude the claim...We hope to finalize your claim within 45 days. However if we are unable to meet this timeframe, we will advise you further”.      This letter was sent to me after my several phone calls to report to my actual adjustor Althea Patterson that I did in fact have a witness, but she wouldn't have known this considering she did not return my three calls back to her.                                                                    

 In the meantime my car was drivable until the check engine light came on.  As the hood was bent up and exposed to the elements for too long and I had not tried to open my bent up hood, as I didn't want to compromise my claim, I can only guess what was going on. I do know this light had never come on before then.  When this happened I called Frank's and Althea of American Independence to report the issue and hopefully get an update on my claim on September 21st.  I came up null with both. I stopped driving my car and have been sharing a car with my boyfriend.  The time I have spent away from work to get the estimate and sharing a vehicle has also been costly. But I guess that’s my fault for being hit. Althea did not answer not respond to my voicemail again.  So after 45 days without any communication I called American Independent and left a message for Matt Nichols, Althea Patterson’s supervisor explaining to him the entire situation. 

  For my efforts I received a call from Althea Patterson around 10:00 a.m.with a voicemail asking me for proof of "police   report via fax to her if I had it, if not claim #.  that was fine." I was not able to answer but returned her call within the next two hours.  She explained in a short, rude tone that they would accept liability and send me a check. Just like that, as though we had talked many times. I was told that an appraiser would be calling me within 24-72 hours and would be out to inspect and take pictures of the vehicle.  This is not what I was told in the beginning. Now I have to do all the work finding a decent body shop and estimates that will hopefully be within the amount they decide to give me! The conversation did not go very well I was highly upset with way I was treated. I informed her that I was going to call and speak with her supervisor about her and she said “Go ahead he’ll send you right back to me.  I did in fact call and leave a message for her supervisor. As all calls are supposedly recorded there is no question about what I was told in the beginning and how the claim turned out.  The appraiser did end up contacting me within several hours and came out to inspect it the next day.  This process has been drawn out way to long for a cut and dry accident. 

        I was hit by their client plain and simple.