Involved in traffic collision with at-fault Infinity Insurance Co policyholder. Initial attempts to make contact and establish claim required repeated phone calls on my part - they made no effort to respond to request for contact. I received their initial settlement offer in which they declared my vehicle a total loss. In response, I supplied them with current, local market-based examples of comparable vehicle values using the same format and types of sources they had used to establish initial settlement offer. They rejected my examples stating that they were not comparable to examples they used. When I pointed out the similarity of the examples I supplied to theirs, they In conversation they mocked my examples as being beneficial to their case, and when I attempted to point out the validity of my examples to theirs, they then literally denied ownership of the data they used - stating that the examples used to calculate their settlement offer were provided by a third-party. They then resorted to obtaining additional comparable value "estimates" from biased third-party sources to offset/nullify my examples.
An additional element of the settlement was the determination of the salvage value of my vehicle, which was to be deducted from the settlement. They established the salvage value using nationwide data from the previous twelve months. I supplied them with comparable salvage value data from the local market over the previous six months that demonstrated an exaggerated valuation of the salvage. The salvage value they calculated exceeded current, local market value by over 187%. I contacted Infinity via email to follow up on the correspondence in which I supplied this and other related information. The email response I received did not contain any reference whatsoever to the review of the salvage value, so I contacted Infinity by phone. I asked the Infinity agent if I they were going to provide a response to this subject and the agent asked me "what type of a response did I expect?" The agent then told me that they had already mailed a written response and I should read it, which I did when it arrived later that same day. The written response, like the email before it, also did not contain any reference whatsoever to the matter of the salvage value. I contacted the Infinity agent by phone and was told that I was "being difficult" and they were through reviewing this matter.
I then attempted to contact Infinity's Customer Complaint Dept (yes, that's what they call it). Infinity had previously supplied contact information for this department so that claimants who believed their claims were wrongfully denied or rejected, could receive an impartial review and appropriate remedial action, if warranted. Multiple messages left by me over the next few days requesting assistance on this matter were never returned.
Three weeks later I filed a written request for assistance with the California Dept of Insurance. My request for assistance included the data I had supplied to Infinity to establish a fair salvage value for my vehicle. I just received a written response from Infinity that was in the form of "shoot the messenger". They characterized my claim of their not being responsive to the many messages left with them requesting contact as being "unconditionally false" because they had in fact returned one phone call. The response then berated me for not using my insurance company to process the claim or utilizing the small claims court process to obtain the settlement.
The fact is that the liability coverage I subscribed to did not cover damage to my vehicle, and therefore I had to process the claim through Infinity myself - but my liability coverage is really none of Infinity's business in the first place! And then they berate me for ignoring the use of the small claims court process. It is apparent that requesting assistance from the Dept of Insurance really pains these guys.
And after all this, they have not provided any response to my request for review of the salvage value. I am in the process of preparing data for one last attempt at getting Infinity to give fair attention to this matter, before, I guess preparing a case for small claims court!
If some or all of this seems to make no sense, I can only agree with you. Without question the worst example of service that I have ever experienced.