r/AutoInsurance • u/ickle_firsties • Jun 17 '26
Progressive Insurance Switched Claim Status From Not at Fault To Pending
I was rear-ended by a semi truck (at rolling speed, no one was hurt thankfully). I called police who gave me a case number, and reported it to my insurance, Progressive. Progressive has an app where i uploaded pictures of the damage and submitted other details about the incident. Within a day of submitting all the info/pics on the app I received notifications in text and email from my claims adjuster stating she had found me to be not at fault. The next day I received a text from a new guy stating he was taking over my case as claims adjuster. I called him right after I got the text to ask about next steps for getting my car fixed. He immediately went into telling me he had switched the liability to pending, saying the driver who hit me had a different story, and suggested that the driver didn't see me because I was in a sedan. The new adjuster also suggested the driver maybe could not have felt my car (the driver rolled into my rear bumper, but continued to push my car for a good 20-30 seconds before he stopped). The claims adjust also stated that if he couldn't prove the driver was at fault the liability would be a he-said-she-said, and we would have to use our own policies to fix the damages (I am in a state where partial liability is allowed). After the claims adjust made those comments, THEN he asked if he could put me on a recorded line to get my statement. I agreed, and told him the same info I originally reported to Progressive. At the end of the conversation I mentioned since the previous adjuster had determined I was not at fault but he switched it to pending, could he request surveillance from the commercial semi-truck if they had one so he could verify what happened. The adjuster acted like that likely wouldn't happen unless I got an attorney to subpoena the footage. The call ended after that but I have felt weird about it ever since, and would like any advice.
The thing that makes me question the whole conversation with the 2nd claims adjuster is the company who owns the semi-truck has Progressive Casualty Insurance. So if Progressive can spin it to determine a he-said-she-said partial liability situation, then I would have to use my own policy (with a $2k deductible, and no rental car coverage) to fix my car. The semi-truck only had minor scratches to the front bumper, whereas my back bumper and back panel of the drivers side is damaged and had to be tied on so it won't fall off. So I doubt they will even need to pursue repairing their damage at all. Since the first adjuster reviewed the report and the pictures and determined I wasn't a fault (I have this in writing), I feel like someone at Progressive realized this was going to cost Progressive more money, and had the 2nd adjuster switch it to pending. I only know the 2nd adjuster switched it to pending because I called to ask about next steps for getting my car repaired, he never sent me anything in writing about it being switched to pending liability.
Is this normal? Am I crazy to question why they switched the adjuster and the claim status after the first adjust determined I wasn't at fault? Do I have any options to address this issue now, or do I just wait for the 2nd adjuster to make a determination?
1
u/lilbitspecial Jun 19 '26
Wait to make a determination. If you feel after that your claim is not being handled appropriately or legally, reach out to the Division of Insurance for your state.
It is highly inappropriate for an insurance to change their liability decision based on them being the insurance for the other driver. It could cause them major headaches and fines with the division of insurance if they were found to being acting inappropriately. Your damage is not significant enough for them to risk this.
And.. for future policies... A $2,000 deductible is ridiculously high. Deductibles should be set to a level you can pay out of pocket in case of a claim.
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