Al, you don't want to ask me what I think of the insurance industry. We only have a 10k character limit on posts!!

Actually, there are some "good" insurance companies out there. Certainly not the two that advertise heavily and that they have the most "competitive rates". They make your buddies at Allsnake look like saints. One of the problems for a consumer is that an insurance company can be "good" one year and then turn "bad" the next if they "lose" a bunch of money on claims.

You're right about the process being influenced by the insurance rep (usually not your agent) who handles the claim. A knowledgable and businesslike one can make it go smoothly. A rooky or a crank can make it a living hell.

I got along pretty well with most of the field reps I had to deal with because they knew (once they got to know me) I wasn't going to cheat the customer just to save them (the insurance company) money. And they had to learn I wasn't going to cheat the insurance company either. As obvious as that sounds, it's an unfortunate reality that there are a lot of repair shops out there that will play "games" because they think that's how it has to be done to make a buck. Having learned that there are dishonest shops, the insurance folk are leary. Fraud, both from repair shops and consumers, is the biggest hole in their bucket. Unfortunately, when they draw up their policy and training manuals, they start from the assumption that ALL shops are dishonest. They of course deny that, but I judge by actions not words. Again, an experienced insurance rep will know the difference between a fair shop and a crooked one, and can "alter" the process as far as the company's policies will let him or her. With the exception of the two companies noted above.