I was pretty annoyed. This morning I called customer service at 0745 and asked for policy specifics and voiced my displeasure and not having my call returned. I asked for the adjuster's supervisor's name. The representative told me that notes on the account stated that they had tried to call my son several times but the line was disconnected.

I told them this was impossible-the number was probably written down incorrectly. It turned out that was the case. I corrected this; added emails too.

I told the representative that I was giving the adjuster until noon to return my call and then I'd move on to the supervisor. Then, instead of waiting for the call, just for shits and giggles, I called the adjuster again.

Voice mail. Of course!

I left my name again-and this time I said that I was pretty upset that my call wasn't returned promptly yesterday before close of business. That my car was sitting in an H.E.B parking lot at risk of theft. That my son was in pain and had no car.

I stated that I would give them until noon to give me a call back before I called their supervisor, and that I already had that number. And, if they weren't the adjuster assigned to the claim, please just be professional and return my call to point me in the right direction.

This was at 08:20. It took until 09:15 for me to get a call from the adjuster.

No pleasantries; just a curt, "Yes, I'm returning your call". Her tone was that of a collection agency, when you haven't paid your bill.

I asked what next steps were and she began to basically interrogate me. Was it my car? What was my address? Why was the car in Austin? Who was driving it? Oh, my son? And was he over 18?

I was floored. I asked about having the car towed. She told me that I needed to have it towed to a body shop and let her know where so she could send a guy to look at it and write an estimate. I asked her if she expected me to pay for the tow and she said, "That's how it works. You submit me the bill."

I said, no, you need to pay for the tow. That's not acceptable. Girlfriend tells me, well, that's not our process. And that's when it REALLY started to escalate.

Look, I was raised as a child in the hood. And, I moved here to Texas from right outside the hood. I speak fluent ebonics. I can do the chickenhead thing too. GF was coming at me like I was on welfare and she was was giving me my food stamps. Condescending and rude AF. And I know I was at least 20 years older than her, too.

We basically were talking over each other. Her telling me, "let me finish" and me saying, " you are not speaking to me in that tone or in this way. It is unacceptable." Finally I told her I had nothing more to say to her and I refused to work with her. And I terminated the call.

GF CALLED RIGHT BACK. I let it ring 5x before answering with, "Yes?"

No apologies for getting off on the wrong foot. Nope! "If you'd let me finish, I was trying to say" she started off.

And, downhill it went.

The exact same conversation. Exact same ending with me terminating the connection.

I grabbed my paper with the customer service 800 number, intending to call them. But--my phone rang. It was GF AGAIN.

I swiped to decline GF's call. GF called me back immediately. She literally BLEW MY SHIT UP 11 times in a row!! I couldn't get to my keypad screen to call the customer service line!

I finally got my call in. While I was speaking to another representative, she called in another 8 times!

Ended up telling the customer service rep that I refused to work with this person, and wanted her off the claim. I also wanted to file a complaint.

They apologized and asked if I reached out to GF's supervisor. I responded that if she spoke to me like that she was very comfortable with that style of communication so I thought it likely that she took her cue from her boss. Because I'm certain that I'm not the first person she's addressed that way. I expected her supervisor to be similar!

They encouraged me to call and I offered a compromise. I asked them to have the supervisor call me, and let them know the situation. I was not in a mood to explain anymore. If it didn't go well, I was prepared to escalate even higher.

I got a call from the supervisor in 15 minutes.

I also got:

A list of bodyshops to call.
A medical claims adjuster 's name and #.
A collision estimator's name and #.
Assurance they'd pay for the tow by having the body shop pick the car up.

A rental car.

In-between the tense screaming with the chickenhead claims adjuster, I had texted my son. I told him NOT to take any calls from her, in case she tried to work the claim through him since I declined all her attempts to contact.

She DID try to reach him. Which is funny, because she texted me as she was blowing his phone up. This is her text:

What's really pathetic about this:

1) she is TEXT YELLING at me. How is this a good customer service look?
2) Not one iota of an apology.
3) She lied.

What's GF?

Insurance policies over here are more specific I suppose, like towing. Usually it's much simpler, not that I've had to use it that much - touch wood!

GF is short for "Girlfriend", nchia! (I did state it in full once before I used the shorthand version 😁)

They still haven't given me the policy specifics of the insured! They're complicating it, really.