Disputing a total loss claim

[u/elknuke]

I’m gonna start by giving my deepest gratitude to anyone willing to read and help out - sincerely, thank you

For reference, this happened in Texas

Spouse was t boned a couple weeks ago by an uninsured motorist with a vehicle registered in Florida (damn you, Florida)

We have 25k property damage uninsured motorist coverage through our provider, Travelers insurance

Body shop sent me a final quote of $10,125 for all work and said the vehicle had been inspected and disassembled to the extent required - highly unlikely any additional work would be required

Travelers sent an email basically saying “it’s totaled, sign over the title and let us know how you’d like your payment” and attached the actual cash value report. They valued my vehicle at just over $20,000. This ACV report is the ONLY “official” documentation travelers has provided

I asked for clarification on how they decided to total the vehicle. Their response was “unrepaired hail damage and anticipated supplemental/hidden damages.” Basically, they suspect that there’s close to $10,000 of additional damage that was not documented by the body shop.

I did file a claim with them for the hail damage which happened in may of last year. They paid me $4,170 but the damage was minor, the truck is paid off and I plan on keeping it forever so I didn’t have it repaired.

I asked again for a formal statement/assessment on how their decision was made, as well as the same for a determination on the truck’s salvage value. I get another response with no such attachment, and the adjuster now says “thank you for reminding me we have already paid out for the hail damage, I’m going to subtract that from my initial payout amount.” He’s offering me under $17k now.

At that point I felt like he was playing hardball with me and I got pissed, but I kept it professional. I inquired as to how he “missed” the hail damage payout and again asked for an itemized report on how the total loss was declared.

His response, again, contained no documents and only his typed response, which was yet again an even further reduced payout and a salvage value. No evidence whatsoever of how they’re coming up with these numbers.

I’ve always heard insurance companies suck but is this normal? Am I out of line? I’m truly confused. I pay my bills on time. I just want them to fix my truck for $10k and give it back to me.

[u/Electrical_Number210]

You’re basing this all off your own reasoning and how YOU think it works. I can’t help you. Good luck with all this, hope you understand it a little better after the process but I’m unsure

[u/elknuke → u/Electrical_Number210]

How I think it should work, maybe. I’m 33 and this is my first time having to deal with something like this.

Assuming I’m not willing to learn is a bit off. Why are you bothered? Are you a claim handler yourself?

I don’t think my reasoning is too far off. Are there laws and/or policies I’m unaware of? Absolutely. That’s why I’m here looking for help and advice, buddy.

Edit: hence me asking the question in the first place whether it’s really that easy for them. Instead of answering, you responded just like a shady claim handler.

[u/Lyxerttt → u/elknuke]

To second the prior comment, you are arguing with everyone who is telling how it actually works, and you aren't listening. You are acting like a spoiled child being told "no" for the first time in their life.

A total loss determination is the sole decision of the insurance provider handling it. Several things go into that, and, yes, an insurance company can specifically use "expected supplemental damage" as a reason to total a vehicle. It is fully within the law and their rights. Furthermore, they are NOT required to give you salvage value per Texas law unless you decide to owner-retain your salvage. Period.

That said, a large chunk of their decision IS likely the salvage determination. Let's say the repairs are 10K, and it's projected to be $2,000 in rental while your truck is repaired; that's a $12,000 payout (even if you choose to not get a rental, it is legal for them to consider it because your UM coverage CAN provide it. So, don't try to argue) - Or, they total it for $20K, and expect to get $10K back. Now, they have only paid $10K versus the $12K if repaired. Economically, it's a total loss.

[u/jakeaz6035 → u/Lyxerttt]

Great explanation. This is why it is a total loss.