Hit-and-run caught on camera, pre-existing damage, now her insurer is playing games — help?

Ugh, this is almost exactly what happened to me last year. I had video evidence too and the other driver's insurer still found a way to stall. In my experience, the moment they say 'reassess' it means someone higher up flagged it for a closer look — usually to find any excuse to reduce the payout. Don't let them conflate the two separate incidents. Keep pushing and make sure everything you send them is in writing from now on.

I used to work claims for a mid-size carrier and I can tell you exactly what's happening. When a file comes in with visible pre-existing damage anywhere on the vehicle, it gets kicked to a senior adjuster or even a special investigations unit for review. It's basically automatic. They're not necessarily accusing you of fraud — they're covering themselves. The good news: your footage is a huge asset. Most of the time when the liability is this clear-cut, the 'reassessment' ends up being a formality. But stay on top of them. Don't let the file go cold.

That 'reassess' call is a classic delay tactic. They're hoping you'll get frustrated with the rental situation and either accept a lower offer or drop the whole thing. Do NOT let the rental run without written confirmation they're covering it, or you could end up eating that cost. Document every single call — date, time, who you spoke to, what they said.

A couple of practical things worth doing right now: First, send a follow-up email to the adjuster recapping that voicemail and asking for a written explanation of what specifically is being 'reassessed' and a timeline. Paper trails matter. Second, if you have the open claim with the utility truck, make sure those two files stay completely separate and that you're communicating with different adjusters if possible. Mixing them up, even accidentally, creates headaches. Not legal advice, just process stuff.

Not legal advice, but if the other carrier is stonewalling despite clear liability evidence, you may have the option of going through your own collision coverage first and letting your insurer subrogate against theirs — meaning your insurer does the fighting for you. Also worth knowing: in many states, if the at-fault insurer drags their feet unreasonably, there are bad faith statutes that can apply. A quick free consult with a PI attorney might help you understand what leverage you actually have here.

Were you in the car when it happened, or was it truly unoccupied? You mentioned you were inside the store, so hopefully you're physically okay. Just flagging it because sometimes people are so focused on the property damage side that they forget to check in on themselves. Even low-speed impacts can cause delayed soreness, especially if you came running out and the adrenaline was pumping. If anything feels off physically, get it documented sooner rather than later.

Call them back, don't text or email for this one. Ask directly: 'Is my claim being denied or is it still open?' Get a yes or no. If it's still open, ask for the specific reason for the hold and a date by which you'll have an answer. If they can't give you a straight answer, escalate to a supervisor on that same call. You have the footage. You have the police report. You have documentation of the pre-existing damage being on a completely different part of the car. Don't let them muddy that.

Quick question — did you disclose the pre-existing damage and the open claim to the body shop and to the other insurer upfront, before they authorized the repairs? I'm not doubting your story at all, the footage sounds conclusive. But sometimes the 'reassessment' happens because something in the shop's estimate flagged repairs that don't match the reported loss. Just want to make sure there aren't any crossed wires on the paperwork side that could be making this worse than it needs to be.