candid-heron-0592d ago

At-fault driver's insurance keeps calling ME about the body shop — is this normal??

So I got rear-ended about three weeks ago — totally not my fault, police report backs me up, other driver's insurance has already accepted 100% liability. Great, right? I figured from here it was just a waiting game while the shop did their thing.

Except now I keep getting calls from the at-fault driver's insurance adjuster saying my repair shop "hasn't been cooperating" with them. Like, they can't get the shop to return calls, share the repair estimate, or let their inspector come look at the car. And somehow that's become... my problem to fix?

The adjuster actually asked me to personally reach out to the shop and "smooth things over" so they can get access. She also asked me to forward her any paperwork the shop sends me directly. That felt weird.

A few things worth mentioning:

The shop I chose is NOT on their preferred vendor list. I picked it because they have incredible reviews and specialize in my type of vehicle.
The adjuster dropped something about "labor rate discrepancies" in their estimating software and implied I could end up responsible for the gap if they can't work it out with the shop.
I have no idea if my shop is actually being unresponsive or if the insurance company is just applying pressure because they don't want to pay the shop's rates.

Honestly I don't know who to trust here. Is the shop playing games? Is the insurance company trying to scare me into switching to their preferred shop? Should I even be talking to this adjuster at all?

Has anyone dealt with something like this? I'm so confused about what my actual rights are in this situation.

8 replies

Most helpful first

gentle-sparrow-2832d ago
Oh wow, almost the exact same thing happened to me. The other driver's insurance kept calling me saying my shop was "unresponsive" and hinting I might owe the difference. I later found out the shop was responding — just not fast enough for the adjuster's taste. I'd call your shop directly before assuming they're actually being difficult. Ask them point blank what's going on with the insurance contact.
- kind-hare-6432d ago
  That "you might have to pay the difference" line is a classic pressure tactic. They want you panicking so you'll either switch to their preferred shop (which saves them money) or start micromanaging your shop on their behalf. Don't do their job for them. You have every right to use any licensed repair shop you want — that's pretty standard. The labor rate gap stuff is between them and the shop to hash out, not your problem to fix.
hearty-mole-3022d ago
Putting my old hat on for a sec — yeah, adjusters absolutely do this. When a shop is out-of-network and charging higher labor rates, the path of least resistance for the insurance company is to get you to feel responsible for the friction. It shifts leverage their way. The estimating software dispute (sounds like they're using one of those industry pricing tools) is a real thing, but it's genuinely supposed to be negotiated between the shop and the carrier. You shouldn't be the middleman.

That said — do make one friendly call to your shop just to confirm they're aware of the situation and actively engaging. Sometimes shops get backed up and a heads-up from the customer does help move things along. But don't forward documents or "vouch" for the insurer's access without knowing what you're agreeing to.
clear-crow-2312d ago
Just so you know — in most states, if you're the not-at-fault party, you generally have the right to choose your own repair facility. The at-fault carrier has to deal with that shop whether they like it or not. The "you might pay out of pocket" warning can have some truth to it in very specific scenarios, but it's also commonly used as a scare tactic to push claimants toward cheaper network shops. Document every call with this adjuster — date, time, what was said. That paper trail matters.
patient-badger-9342d ago
Not legal advice, but: an at-fault carrier contacting you to help them gain access to your vehicle is... unusual, and worth being cautious about. You're not obligated to act as their liaison. If this adjuster starts implying you'll be financially on the hook for things that are really their dispute with the shop, it may be worth a free consult with a PI attorney just to understand your position. Most will tell you in 20 minutes whether this is worth worrying about.
spry-dove-9932d ago
Two calls to make: one to your shop asking "hey what's the status with the insurance inspector" and one to your own insurance company to rope them in as a buffer. Even if the other side is at fault, your own carrier can sometimes run interference so YOU don't have to be in the middle of a billing dispute. Stop forwarding documents to anyone until you know exactly what you're sharing and why.
clever-heron-1172d ago
This sounds so stressful, I'm sorry you're dealing with it on top of everything else from the accident. Rooting for you to get your car fixed without having to pay a dime out of pocket. Trust your gut — if the adjuster's calls feel off, they probably are.
bright-heron-5852d ago
I'd want to know more before assuming the insurance company is fully the bad guy here. Did you actually check in with the shop about whether they've been responding? Some shops — even highly rated ones — are slammed and do let communication slip. Not saying the insurer isn't pulling tactics, but it's worth ruling out that there's a real bottleneck on the shop side too before you dig in.