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.

Not a Charger was spot on with this one, again.

An update for those who may be interested. We wouldn't allow their app to have the ridiculous permissions on our phone and told them so. This was several weeks out from the accident by now.

The adjuster he hawed about giving us an email for pictures but said she would talk to her supervisor, after a few days the adjuster sent us an email and we sent pictures AND the estimate. The next day I got an email from the supervisor that said they were paying the claim from the estimate.

We got the check and we are officially done.

Thank you for the place to rant and the advice.

Shocking...I was right and all of the people trying to make WW III out of this were wrong. Who knew?

My guys - staff or independent - knew they were supposed to solve such problems if at all possible themselves.
Sometimes the stuff - like the "special people" in the entertainment industry - just had to get to my ear.
(I still chuckle to myself at Craig T. Nelson's meltdown decades ago, for example.)
I welcomed the Attorney threats, because with them I could settle the matter with a rational discussion based on market research.

We don't have enough happy stories around here. Thanks.