Ugh, customers like this drive me crazy.. any advice from other adjusters.. or anyone?

Insuranceman

GEE... KIA stands for KILLED IN ACTION......I'm surprised they didn't total it out. I haven't seen too many that were involved in front end collisions and survived the wrecking yard! Especially if they blow the airbags!

They are a POS car when you drive it off the lot NEW....so, why should she expect to get anything more for it?? I have companies that refuse to insure them at ALL for physical damage!

Matthew M

let us know you are going to give us Todays Value of the car. you will check local prices for the specific vehicle and then hit us with the bad news. most of us after hearing that will go online and see what our car is selling for that way before you give us a number we would have already checked and will have an idea what that dollar value is going to be.

thresher

Teel your client to look up her car on the net for sale,at the same mileage and year.

earnwin3

For one, don't tell them to use KBB. KBB always overvalues the vehicles, and if you read the beginning of the book it always gives you a caveat ie: in perfect market conditions, etc. Its similar to any kind of hobby or collectibles, the book may say its worth a certain amount but the true value is what it is REALLY selling for on the market. I would stick to what the adjuster who posted a couple messages up said. Go through it step by step, state that we have analyzed similar vehicles in the area and based off those prices this is what it is worth. And make sure you got all the options, including any recent major mechanical work that was done ie: new/rebuilt engine or transmission. Of course as Im sure you know you cant add on new battery or new tires onto the settlement and that is standard upkeep that really doesn't affect the longevity of the vehicle. If you still cannot come to a consensus I would recommend that you tell them that they are free to hire an independent appraisal company, and you will do the same, to value her vehicle. Then based off those statistics come up with a agreed upon compromise between those two valuations. Of course, this is all ok only assuming your company allows you to do this. Every company I am sure has slightly different rules regarding total loss.

Chrys

if you have someone who can take her crap, pawn her off...if not, tell the woman to come in and SHOW her the computer printout...
if that doesn't work...tell her to go to kbb (kelly blue book) to value her car...
she's at fault here, NOT you...she's a nut and will never take the word of someone, she needs proof, give it to her.
The fact is, OLD cars lose value (the minute you drive off the lot)...it's steady decline.
The older it is, the more it loses, especially with high miles...
So hit her with stats and then if she starts, hold the phone away from your ear, or hang up on her...(then when she calls back, say oh dear the phone compamy these days...)

mr_nice_guy1125

If she bought a car not realizing how quickly they depreciate, then you're not going to have much luck explaining it to her after it lost $10K+ in value. Have a big dude in the office with ya when you do it.

MSAD

You have already figured out the first part of it - that no matter what you do - she's gonna be upset. Since you are aware of that - you know not to let it turn into an argument and you can maintain your cool.

If it's possible to meet with her in person - it may go better. People will flip out on you when you speak with them by phone but are less likely to do it face to face. It probably helps them to be able to look you in the eye - they can see you are being honest with them.

If she's not local - you have to handle it by phone.

I'd probably start by explaining that you owe her the actual cash value of the damaged vehicle. That means you owe her what she could have sold that vehicle for just prior to the accident given it's age, condition, options and mileage. Then confirm the options on the vehicle. Make sure you got them all. If you missed some options - that can affect the value and you may need to run the market survey again. Also confirm the mileage. If it turns out that you missed some options - tell her that you need to run the market survey again and will call her back as soon as it's completed.

After you have done that - let her know that you ran a market survey. It searched for vehicles that have sold with the same options as hers. The market survey adds and subtracts for the vehicle mileage. It's ok to tell her that the market survey came back lower than her carrier's offer. Offer her the full value of the market survey. Also offer to mail/fax or email her a copy of the market survey for her review.

Then let her know that since her carrier offered more - if she wants to settle with them - she can do that and her carrier will subrogate. If your company allows you can even offer to advance her deductible to her so she does not incur that expense.

If you have never advanced a deductible before - here's what I do. Call her insurance company - ask them to fax something over to you confirming what her deductible is and that they understand you are going to advance her deductible to her so they will not ask for it when they subrogate. I don't need anything fancy - just a note on a fax cover sheet with their letterhead on it is fine. You just need something so that if they suborn and forget you advanced you can send them a copy of their note showing that they agreed to advance.

I've worked with CCC and Total Logic. The market surveys can be a good source for a vehicle's value. But you have to make sure you got all the options and rated the condition of the veihcle fairly.

I'm sure you know this but just in case you don't - remember - it's not personal for you but it is for her -it's her life - her financial welfare. No matter how upset she gets or what she says - don't lose your cool. You don't have to tell her what she wants to hear - but you can tell her the bad news in a civil professional manner. Good luck.

dark_angel_91585

I don't work in insurance, but I work at a car dealership and there are always customers like this. "I want this much for my car and won't take any less." Of course, they don't understand the logistics of the market and depreciation.

Tell it to her like it is: "this is how much your car is worth today and that's how much we're going to give you." Calmly and conversationally, like you just told her that it was cold outside today.

Hell, YOU don't determine how much cars are worth -- that's what NADA and other things are for. You just relay the message. If she's really difficult, ask her why she decided to total out her car in the first place ... (joke)

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