At-fault insurer approved OEM parts, now refusing to pay for them — what do I do?

This is a classic adjuster move — approve something verbally or in writing through one person, then have a different rep deny it later and act like the approval never happened. They're counting on you not having documentation. The fact that you have the written supplement is huge. Do NOT let them gaslight you into thinking that approval doesn't count.

I used to work claims and I can tell you exactly what's happening here. The field adjuster who approved the OEM part probably didn't have authority at that dollar threshold, or a supervisor reviewed it after the fact and tried to walk it back. Happens all the time. What you need to do is send a formal written dispute — email, so there's a timestamp — referencing the supplement number and the date it was approved. Ask them to cite the specific policy language that lets them revoke a written supplement approval. They usually can't, and that question alone sometimes makes them back down.

Went through almost the exact same runaround last year — three bad recycled parts, finally got OEM approved, then they tried to claw it back. I ended up filing a complaint with my state's insurance commissioner online. Took about 20 minutes to fill out and within two weeks the insurer magically found a way to honor the original approval. Definitely worth doing alongside whatever else you try.

Get everything in writing from the shop too — a detailed repair timeline showing when each part arrived, condition it arrived in, and when the OEM request was made. Combine that with your supplement and you've got a pretty airtight paper trail. If they still refuse, small claims court is a real option for the disputed amount, and insurers hate showing up to those.

Not legal advice, but what you're describing — an insurer approving coverage in a written document and then trying to deny payment for it — is the kind of thing that can form the basis of a bad faith insurance claim in many states, on top of the basic contract dispute. The rental cancellation before you even had access to your vehicle is another data point. Might be worth a free consultation with a PI attorney just to understand your options. Most won't charge you anything to hear the facts.

I know this is more about the car than injuries, but please make sure you're keeping track of any physical symptoms too — even stress-related stuff. The hassle of a months-long repair fight can mask soreness or tension that people write off. Just don't let the property damage battle make you forget to check in on yourself.

Quick question — when you say the supplement "approved" the OEM part, did someone from the insurer actually sign off on it, or did the shop just write it up and submit it and assume silence meant consent? That distinction matters a lot. If it's a signed or emailed approval from their side, you're in great shape. If it's just the shop's paperwork, they may try to argue they never formally agreed.

This sounds absolutely exhausting. I'm sorry you're dealing with all of this on top of just trying to get your life back to normal after an accident that wasn't even your fault. Please don't just let them wear you down — you clearly have the receipts here.