My wife got rear ended. Nothing big but the other guys insurance wants us to install an app on our phone to make a claim.

I said why can't we just email you the pictures and the estimate from the shop we chose to do the work.

They said you have to upload them by the app. If we send out an appraiser you will have to use our approved shop.

The multiple levels of BS are infuriating.

I don't want to use their app because it wants to access my camera not just let me upload the photos taken by the body shop appraisal guy. I then have to take new pictures. Sounds trivial but I do not like any apps on my phone I do not absolutely have to have. I don't even have my insurance companies app on my phone why should I want theirs.

I am seriously just considering turning it in to my company and let them go after the guy who did the damage.

I seriously think they make it as much of a pain in the posterior as possible.

Thanks for letting me rant.

My wife's car was recently rear-ended as well.

We have Farmers insurance and we were able to let them handle the claim and they were reimbursed by the other guys insurance company (USAA).

You do not have to use their approved shop in order for them to send an appraiser out. That's just flat-out untrue. Don't fall for it. I'm the same way with apps.

You can turn it into your company, as you described. If you do, ask them if they will waive your deductible, since the other company has already agreed that the accident is their fault. If your company will not do so, they will collect it back on your behalf when they collect their own money back from the other company.

Or, you you can get that adjuster's supervisor on the phone and tell them you are going to the shop of your choice, and that you will not be using the insurance company app, and that you will expect the other insurance company to set up your rental car and send an appraiser to the shop to look at your car, write the estimate, etc. Polite but firm will make this happen, even if you have to go beyond the supervisor level. If I were that manager and that call made it to me, I would A) take care of it for you immediately, and then B) ask the supervisor WTH they were doing letting that escalate to me in the first place, and then C) review the communication between you and the adjuster in order to give corrective feedback to that person.

Makes no sense that sending an appraiser requires you to use an approved shop.
Approved shops - which basically means a shop on their list who does repairs for that insurer at a discounted rate, cheaper parts, and possibly less-thorough repairs - typically write estimates for the insurer according to the insurer's guidelines.
That includes photos, sourcing the cheapest parts, and doing much of the paperwork; the original intent was to eliminate the expense of an appraiser.
It has largely morphed into something less than consumer-focused, and in some cases, sub-standard repairs.
It's called DRP - Direct Repair Program - and puts the shop's focus on appeasing the insurer vs the best and/or most thorough repair.
Forcing the use of a specific repair shop should not be legal: check with your State's Insurance Commission, who hopefully is consumer-focused vs being an insurer's rubber-stamping back-up.

It's not legal in any state.

Yep you got that right! Steering I hate that! We have lost work thanks to well played ways insurance companies word things to the consumers. The apps suck and every time I am faced with a customer that has to use one I know I and in for extra office work. Being a 3 man shop it takes a lot of production flow out of my day. We use CCC and while I know some don't like the open shop assignments I love them. I can take my own pics showing what I want them to see and add notes to each picture. None of this step back and put your vehicle into this outline of a car and take the picture BS. Have you been seeing more and more admin fees getting paid? Slowly that will be happening. This relying on the shops to do the jobs of a field adjuster and the ones reaping the savings is the insurance companies will come to an end as soon as shops start standing up for themselves.

just have your insurance deal with them. Or tell the other company that you have talked with the insurance commissioner from your state and what they (the insurance company) says isn't what the insurance commissioner says. I'm betting things change in a hurry.

"I talked to a lawyer/the insurance commissioner/whomever" is an empty threat, doesn't work very often, never works on an experienced adjuster. They hear that stuff all of the time. If he wants the other person's insurance to handle it, all he has to do is what I outlined.

Thank you for that important advice!

I made a copy of it, sent it to myself for future reference, and to family and friends in case they find themselves in that position.

Can you dump the app after appeasing them? If not, I would tell them to pound sand.
Which company?
I wouldn't take the hit by turning it into yours as I believe that will count as a claim against you.
Might call your states insurance regulator's or
I'd wait for our resident insurance expert to chime in

Wife’s car got hit while parked. I was across the street and seen the kid hit it. So I’m dealing with the same bs with GEICO. Against my better judgment I did all the stuff the asked on my phone. Never talked to a living person, just their computer. Car hasn’t bee repaired yes as we are talking it to the dealership. It’s scheduled for later this month. Two weeks ago I get an email from GEICO asking me to do a survey of how my claim went and how appraisal with Jim went and to rate Jim. So I do the survey and gave the the lowest score possible. Than in the comments. I ask who is Jim, I have never talked to a live person only your stupid computer. Plus buy the way your computer sucks. With in the hour I get a call from GEICO. Answered all my questions and promises Jim will call me. That was two weeks ago and still no call from Jim. I’m not even sure Jim exists.

Exactly why you skip saying it to them and say it with an official complaint. Last flunky to try [censored] with me disappeared and I got the “government smooth over team” that made the complaint go away by simply doing the correct treatment of my claim that could’ve been done without me filing.

As someone who responds to Department of Insurance complaints, I can tell you that a legit complaint is very effective. In this instance, the OP would have a legit complaint. However, the insurance company usually has 30 days (depending upon the state) to respond to the complaint, and then the DOI has to assess the response before taking action. A DOI complaint here would be helpful if my suggestion doesn't work...but it will.

Just another reason I am glad I don't own a cell phone. Oops, sorry Dave, was that too much in the weeds for you?

We can only hope.

Went through the estimate app with State Farm in July of 2021. What a joke! Was told they were just then starting to put adjusters back on the street after Covid.
I was stopped at a light when I got rear ended in my 2010 Challenger SXT. Lady that hit me never hit the brakes. She saw me at the last second and swerved to the left to try to avoid me. Her right front wiped out my left 1/4 panel. Car was hurt bad. I figured it was totaled, but wasn't sure. She also was with State Farm. So I download the app and take pictures. Estimate came back at 3800.00. I was rolling on the floor with laughter. They sent me a check for 3800.00, which I never cashed. I called my friend who is an estimator for a body shop. He looked it over and took a lot of pictures. Called me 2 days later and said it's totaled. He was at 13,000.00 without any probable hidden damage. I did some research and figured the car was worth 17,000 to 18,000. State Farm calls and offers me 17,200. I told them it wasn't a bad offer but I wanted 18,000. They called me back 2 days later and said we'll give you 19,000. Well OK, twist my arm... That car paid for itself and then some. I paid 16,750 for it 5 years earlier.

i don't have a cell phone................that they need to know about.
and my old style land line with the dial twirly thing doesn't receive texts................

Another one I've used in the past is, My wife's back and neck are hurting, she may have to see a chiropractor or other specialist Dr.
That got State farm to open their checkbook to my requested reconsideration of their lowball offer of 1800.00 to 5500.00 on a totaled 64 El Camino. And I kept the car. this was about 1987? 😁

Tell them you don't have a cell phone or a device for the app, See how they handle that! Tell them you will mail(US mail) it to them.

That was what I would tell them up until recently as I didn`t have a newer phone. I still had the old flip phone.

Correct. Mention to them that you are going to refer the matter to your state insurance commissioner.

We've been over that already. Almost no one does it. It's similar to "You'll be hearing from my attorney." Empty threat in almost every case.

When you tell the insurance company the Commissioner's number and give them the name of the person you spoke with there, then ask them if you need to contact the Commissioner again, the response changes quickly. If a 2nd call to the commissioner is involved, the company gets real nervous, a 3rd call is a lot of trouble for them.

I've found the State Insurance Commissioner's office is very helpful when it comes to a problem with an insurance company. They were more then willing to step in to help my son. His issue was solved very quickly once the company figured out we actually did make contact with the Commissioner.

If the insurance company really is playing games with you, find the Insurance Commissioner's number for your state and call them. The Insurance Commissioner will tell you clearly if the company is within its legal window or not. If it is not, their job is to correct the problem.

Filing a complaint when you have a legit reason to do so is very effective, yes.

Thank you for the replies.

Still not resolved but here is where we stand.

I told her we have an estimate from the shop that will be doing the repairs. She asked who and said she would talk to them. Insurance company called back and said the shop I chose will not deal with their insurance company. I could have told her that, the guy went down a list of insurance companies he will no longer deal with. Hasn't hurt his business because his work is top notch and pretty affordable.

Anyway.

I had a tablet that I never opened so I opened it and loaded it up. Installed their app.

Some of the information it wanted seemed very invasive. I get it that they basically are trying to prevent somebody from taking pictures of a wrecked junkyard car and pass it off.

Then the app wouldn't let me take pictures. It said it couldn't get a GPS signal. Odd because the other apps could on it could but at that point I was done with it.

Wife called the help number on the app and told her it wouldn't work. They suggested a phone app and wife said NO. Too invasive and not going to happen on her phone.

Help lady said she gets that a lot and she will note it.

Adjuster messaged my wife about it and said she would talk to a supervisor about using email to get pictures. Still waiting.

You have been screwing around with this for 2 weeks. How long are you going to let them screw you around?

Look up and call your State Insurance Commissioner. File a complaint against the insurance company and get the problem resolved.