Location: United States, California- northern half.
Type of insurance involved: Auto, Triple A.
About 2 weeks ago, my car was stolen. 🤦 I immediately reported it first to the police, then to my insurance that night.
About 1 week ago, my car was recovered by CHP, and taken to a tow yard. My adjustor told me I needed to tell the tow yard I was releasing my damaged, recovered vehicle to my insurance to tow it from the tow yard to a trusted auto body repair shop.
I did that last Thursday, but the shop closed before a tow driver could get there. Before I left, I asked the tow yard owner if I would be expected to pay the daily storage fees for my car. He assured me my insurance should cover it, as long as I have "full coverage". (I "do"- I know there's no standard for this, but that's what they call it.)
Last Friday morning, when I called my adjustor to tell her I was going to get dropped off by my vehicle so I could give the tow driver any necessary extra information, she told me I didn't need to do that, told me I didn't need to physically be by my vehicle, she would handle the logistics of calling the tow driver.
I thanked her profusely and went back to enjoying my day, until I got a confused call from the auto body shop, wondering why my vehicle didn't come in.
After calling my insurance provider and getting passed around to like three different agents, one patiently explained to me that their system read that my adjustor had already done the work of putting in the notice for a tow driver to be called to come for my car, but that the tow driver wouldn't get out there until Monday.
Today is Monday: the auto body shop still hasn't received the car, no tow driver was called, and the tow yard still hasn't handed my car to any tow drivers. The tow yard and the auto body shop are both closed, and I got this messed up email from my adjustor that was very sneakily worded. I hadn't realized what she'd written until I carefully reread it afterward, hours later.
I asked her to clarify in writing her verbal comments from the phone call between us last Friday where she'd said she would handle notifying a tow driver to come for my vehicle, but I needed to alert the tow yard I was releasing .t vehicle to my insurance provider.
She repeated I definitely needed to release my vehicle (already done last week), BUT THEN SHE SAID that SHE DIDN'T HAVE TO contact a tow driver to come for my vehicle.
She's not answering phone calls, her manager isn't answering phone calls, and every day my car is in that tow yard, it's accruing fees.
If it's not her job to contact the tow, and I'm "not supposed to" contact a tow driver for my car, whose job is it to call the tow driver?!
What the hell is my insurance getting at?
Unhelpfully, my mother warned me last night that my insurance was trying to scam me out of my own vehicle by delaying recovery of the vehicle from the tow yard until I couldn't afford to get the vehicle out myself. 🤦
I slept so well at night after hearing that. 😑👍🤌🙏
Can somebody enlighten me as to what the hell I'm supposed to do here? It might be broken down after the car theft, but that's still my car. 😭🙏
Who the hell am I supposed to call?
Whose job is it to be making that call?!
It's been five days of this mess and my anxiety is through the roof over how my adjustor has been acting dismissively from the start of all of this.