Adjuster keeps changing the rules on vehicle comps — is this even legal?

Oh this is textbook adjuster behavior. They do this constantly — give you vague criteria, let you do all the legwork, then move the goalposts once your comps are better than theirs. The 'sold vehicles only' rule conveniently makes it almost impossible for you to verify anything independently because sold listings disappear. Don't let them gaslight you. You followed their original instructions exactly.

I used to work in claims and I'll be honest with you — the valuation tools we used had known issues with undercutting market value, especially on lower-mileage vehicles. Adjusters have some discretion but they're also under pressure to keep payouts low. When you pushed back with solid comps, he didn't have a great counter so he changed the terms instead. That's a tactic. Keep every email, every note from every phone call with timestamps. If he told you 100 miles verbally and now it's 200 in writing, that inconsistency matters.

Most states have regulations that govern how insurers calculate actual cash value on total losses — it's not something they get to just make up on the fly. Some states specifically allow active market listings as valid comps, not just sold transactions. It might be worth looking up your state's insurance commissioner's guidelines or filing a complaint there if the adjuster keeps shifting criteria. A formal complaint sometimes moves things faster than arguing directly with the adjuster.

I went through almost the exact same thing last year. The 'sold comps only' argument is so frustrating because where are regular people supposed to find that data? They have access to proprietary databases and you don't. I ended up getting an independent appraisal done — cost me a couple hundred bucks but it gave me a professional document to wave at them. Some policies even have an appraisal clause that forces both sides to use independent appraisers and split the difference. Check your policy.

Stop negotiating on the phone. Everything in writing from here on out. Email only. That way there's no 'I never said 100 miles' situation. And honestly, if they won't budge after you've provided solid documentation, it's time to escalate — either through your state's insurance department or a PI attorney. You've already done the hard part by documenting everything.

This sounds so exhausting on top of already dealing with the aftermath of an accident. I'm sorry you're going through this. Please don't just accept their number because you're worn down — that's literally what they're counting on.