Heil & Kay Insurance Agency, Inc

Initial Business Response /* (1000, 6, 2014/10/29) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@heilandkay.com
We understand a claim situation is the last thing an insured wants to deal withAt best it is an inconvenience and
at worst it can be an aggravating nightmareUnfortunately, the difference between these two sentiments is customer expectation
This claim was reported to our office on Friday afternoon, September 26, 2014, by the insured's son who was traveling with the car in *** We advised the insured's son that the carrier wants to hear directly from them when a claim is reportedWe also advised him how to report the claim to the carrier and explained that some delay may occur because this is an atypical claim situationSpecifically, their carrier is a regional insurance provider who only has offices in IllinoisAs such, they would need to hire an independent adjustor in Texas who will submit reports to the carrier's internal adjustor for reviewAll of this information was understood and agreeable to the insured's sonWe did a follon Monday and gave the insured's son the claim number and his insurance company's adjustor's nameHe confirmed that he had that information already
The following Wednesday we received another call from the insured's sonHe said that he had not heard from the independent adjustor in *** yet, and that he did not know who he should contactOur office again provided him the internal claim adjustor's name and contact information as well as the claim number and his policy number so he could reach out to the internal adjustor for more information on the processWe further advised him of how he could move the claim process along by having a repair estimate completed in advance, and the steps he could take to mitigate out of pocket costs for storage and towing fees
That same day our office received a call from the insured-the only call we ever received from the insuredShe expressed her frustration that although the claim was reported on a Friday afternoon, she still had not heard from the independent adjustorWe explained that we had just spoken to her son, that we had given him the contact information for the carrier and the they would follow up with him regarding where to view the vehicle, since he is with the vehicle in ***
The insured expressed extreme frustration that the process was taking too long, and that when she was previously insured with a much larger multi-billion dollar national carrier she never experienced such delaysShe stated that just because she is now with a much smaller, regional insurance provider, she still expects the same speed and response as the larger carrier is able to provide and that as her agent we are supposed to ensure that she receives the same level of service
The insured also explained she was not going to make any more payments on the vehicle loan, since she personally felt it was a total loss, and that she was not going to make another insurance payment to the carrier since she felt she was receiving such poor serviceShe then hung up the phone
From that point forward, the insured's son continued to make regular contact with our office, asking questions about the claims process and who to contact with additional questions about salvaging the vehicleWe had positive conversations answering additional questions about the claims process and reconfirmed with the insured's son that the claims process was moving along
Upon receiving notice from the Revdex.com of the insured's complaint, we immediately reached out to the carrier's claims department to confirm that the claim was being handledAccording to the carrier's notes, there were some issues reaching the insured/insured's son initiallyNeither the insured nor her son returned the claims adjustor's repeated phone calls for six days-a fact which the insured's son also confirmed and stated "he didn't recognize the phone number of the adjustor that was calling him from the company and didn't know if he should call them back"
The carrier's internal claims adjustor confirmed with the insured/insured's son that the vehicle is being declared a total lossSince that time the claim is all but resolvedThey are now waiting for the insured's acceptance of the offer before a check will be cut to the lender

Initial Business Response /* (1000, 6, 2014/10/29) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@heilandkay.com
We understand a claim situation is the last thing an insured wants to deal with. At best it is an inconvenience and at...

worst it can be an aggravating nightmare. Unfortunately, the difference between these two sentiments is customer expectation.
This claim was reported to our office on Friday afternoon, September 26, 2014, by the insured's son who was traveling with the car in [redacted] We advised the insured's son that the carrier wants to hear directly from them when a claim is reported. We also advised him how to report the claim to the carrier and explained that some delay may occur because this is an atypical claim situation. Specifically, their carrier is a regional insurance provider who only has offices in Illinois. As such, they would need to hire an independent adjustor in Texas who will submit reports to the carrier's internal adjustor for review. All of this information was understood and agreeable to the insured's son. We did a follow-up on Monday and gave the insured's son the claim number and his insurance company's adjustor's name. He confirmed that he had that information already.
The following Wednesday we received another call from the insured's son. He said that he had not heard from the independent adjustor in [redacted] yet, and that he did not know who he should contact. Our office again provided him the internal claim adjustor's name and contact information as well as the claim number and his policy number so he could reach out to the internal adjustor for more information on the process. We further advised him of how he could move the claim process along by having a repair estimate completed in advance, and the steps he could take to mitigate out of pocket costs for storage and towing fees.
That same day our office received a call from the insured-the only call we ever received from the insured. She expressed her frustration that although the claim was reported on a Friday afternoon, she still had not heard from the independent adjustor. We explained that we had just spoken to her son, that we had given him the contact information for the carrier and the they would follow up with him regarding where to view the vehicle, since he is with the vehicle in [redacted]
The insured expressed extreme frustration that the process was taking too long, and that when she was previously insured with a much larger multi-billion dollar national carrier she never experienced such delays. She stated that just because she is now with a much smaller, regional insurance provider, she still expects the same speed and response as the larger carrier is able to provide and that as her agent we are supposed to ensure that she receives the same level of service.
The insured also explained she was not going to make any more payments on the vehicle loan, since she personally felt it was a total loss, and that she was not going to make another insurance payment to the carrier since she felt she was receiving such poor service. She then hung up the phone.
From that point forward, the insured's son continued to make regular contact with our office, asking questions about the claims process and who to contact with additional questions about salvaging the vehicle. We had positive conversations answering additional questions about the claims process and reconfirmed with the insured's son that the claims process was moving along.
Upon receiving notice from the Revdex.com of the insured's complaint, we immediately reached out to the carrier's claims department to confirm that the claim was being handled. According to the carrier's notes, there were some issues reaching the insured/insured's son initially. Neither the insured nor her son returned the claims adjustor's repeated phone calls for six days-a fact which the insured's son also confirmed and stated "he didn't recognize the phone number of the adjustor that was calling him from the company and didn't know if he should call them back".
The carrier's internal claims adjustor confirmed with the insured/insured's son that the vehicle is being declared a total loss. Since that time the claim is all but resolved. They are now waiting for the insured's acceptance of the offer before a check will be cut to the lender.