On October 14 a claim was made to The Hartford Insurance Company, a claim number was established and a rental car arrangement was made.
On October 17, the auto body repair facility called to inform us that they had sent the adjuster out to receive an estimate, when the adjuster called the claims dept a spoke with the same person that I had spoken with she told him there was a payment problem and could not authorize the claim, and that we needed to contact her.
We were contacted by the repair facility and immediately phoned the claims dept and spoke to the same person, who informed us that she would email the appropriate people to find out what the problem was.
On October 20th, we phoned Hartford to receive an update and spoke to someone else in claims who said she seen the notes that we had spoke to someone but didn't have any other information.
We then called customer service who informed us that our policy had expired due to non-payment. We were told that a payment of $190.36 was due by 10/1/03, they processed a payment of $128.24 on October 3rd and another payment of $128.24 on October 17th. Our normal monthly payment was $128.24 but they wanted $190.36 for that one month and that we had until the 18th to pay the $190.36 for October but we needed to pay $128.36 for November as well this left us $62.12 short of what they wanted by the 18th. However, if they would have informed us on any one of our previous conversation we could have taken care of this problem.
The response by Hartford was that billing is handled by customer service and that the claims department does not have access to billing accounts. But if this is true why did the claims adjuster have in his estimate of record report, which we have a copy of, for the shop to call the office and it gives the name of the person in claims, not billing, which is who we contacted on the 17th.
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