In November 2003 I was in a traffic accident. I had to come to a quick stop, but the two people behind me didn’t react fast enough. I was hit by the car behind me, which was in turn hit by the car behind it. I ended up in physical therapy for a month. One of the cars was insured by the relatively expensive State Farm, who have been nothing but professional through the whole process. The other was car was insured by fly-by-night “specialty insurance” provider Viking, part of the Royal & Sunalliance group, where “specialty” is a euphemism, according to their website, for “mandatory coverages for customers who are less able to afford auto insurance”. Viking has had three BBB complaints in the last 12 months, which the BBB lists as “satisfactory”.
There’s one more piece of data you need to know. A while back I ran into a fault with my Audi. There’s a design flaw in which front bumpers will get caught on parking lot obstructions and tear off (I mentioned this problem here.) Audi quoted me a price of $1300 to repair it, but shortly after I received the quote I received a letter from the lawyers pursuing a class action to get this very issue resolved, so I held out. When the accident occurred, I was missing a front bumper, but this had nothing to do with this case. I wasn’t making a claim for this damage. The insurance adjuster estimated the damage to my rear bumper at $700.
I have been in communication with adjuster Dawn, who has been out of the office for long stretches of time. I got in touch with her today, and these are the highlights of the conversation, from memory. It’s surreal.
Dawn: We’re offering you $x.
Josh: That’s lower than what State Farm offered. Lower by 100%, actually.
Dawn: But this was a minor accident.
Josh: Well…
Dawn: This was a minor accident, and you had previously been in another accident that damaged your front bumper.
Josh: That wasn’t an accident, that was my bumper getting caught on a planter in a parking lot while I was backing up.
Dawn: But it did more than $1000 damage to your car.
Josh: Yes.
Dawn: It was obviously more serious. It did $1000 damage to your car, and you weren’t injured, but you were injured during this $700 accident? I don’t see how that could be.
Josh: You’re not making any sense.
Dawn: Well, that’s your opinion.
Josh: No, that’s not just my opinion. Look, if a baseball hit my car and shattered my windshield, and the windshield cost me $1000 to replace, would you consider that a more serious accident than the impact?
Dawn: You’re comparing apples and oranges.
Josh: Exactly. You’re comparing apples and oranges.
Dawn: But you did $1000 damage to your bumper.
Josh: They’re completely different. In one I was driving, in the other I was backing up in a parking lot.
Dawn: But you weren’t driving when you were hit [by our insured]. You were stopped.
Josh: The other guy sure as hell wasn’t stopped!
Dawn: Well, he was coming to a stop, and didn’t brake fast enough. At least that’s what you told us. [Switches to dramatic voice:] Or is that what happened?
Josh: No, that’s what happened. We’ve been over this, lots of times.
Dawn: OK, then.
[more bizarre exchange…]
Josh: [Starting to laugh:] Look, I know full well that you may know what you’re saying is nonsense and that you’re just trying to screw with me, and that’s fine.
Dawn: [Getting flustered:] Well, what do you want? Let’s talk about that.
Josh: $y [where y = 2 times x; that’s the amount State Farm paid]
Dawn: Well, I don’t have your file right now, it was taken by an auditor. But call me back on Monday, and I’ll see what I can do.
Josh: [Laughing:] OK.
Dawn: Bye.
Josh: [Still laughing:] Bye.