PCTG Consumer Complaint Report Record ID#: 1308683927

Dear Department of Insurance: This complaint is filed against Allstate Insurance Company as a corporation doing business in Pa. and their appraiser Mr. Donn Uhlhorn Pa State License #149948. The entire claims handling process of this insurance company is out of control. They send out an appraiser to inspect and settle a claim arriving at an agreed method of repairs and the cost to perform these repairs. When the repair facility finds additional damages and requests an inspection for supplemental purposes, Allstate sends out a different staff appraiser who may disagree with the repair process already agree upon with the original appraiser. This market behavior works against the spirit and intent of the Pa. Motors Physical Damage Appraiser Act and Regulation and creates a conflict with repair shops and their customers. This scenario is exactly what has happened with the attached file. Allstate staff appraiser Mr. Robert Cicconi was assigned to inspect and settle our customer's claim. This occurred on May 31, 2011 and a method of repairs was agreed upon and an initial estimate written. We began the repair process on June 1, 2011 and found additional damages. We spoke with Mr. Cicconi that the vehicle sustained damages deeper than originally thought and the repairs would require an interior quarter panel as well as the originally written outer panel. We spoke with Mr. Cicconi who advised us to continue the repairs and order the inner panel and install stating "we will handle the additionals at the supplemental process". This particular vehicle had sustained damages to the front end as well and Allstate had denied coverage until they investigated the accident report. Once Allstate accepted the front damages they sent out a Mr. Donn Uhlhorn to inspect and settle the claim's additional damages. While at our facility Mr. Uhlhorn requested to inspect the damages at the left side rear and prepare a supplemental report. Mr. Uhlhorn did not view the damages prior to our repairs and refused to cover necessary labor and procedures originally agree upon by Mr. Cicconi. In this particular case Mr. Uhlhorn denied labor tasks necessary to replace the outer panel by allowing the automated data base deduct overlapping procedures and eliminating necessary procedures which were to necessary to install the inner quarter panel. We understand there would be overlapping labor tasks however the automated estimating system is only a GUIDE and the expertise and experience of those repairing the vehicle are taken into consideration as the repair progress continues. Mr. Uhlhorn who did not see the original damages and not part of the original discussions to repair, refused to reimburse necessary and additional labors required to install the inner quarter panel.'' In addition, to this problem Mr. Uhlhorn refused to leave a copy of his appraisal at the time he inspected the damages. We asked him to write the appraisal while he was at our facility but Mr. Uhlhorn was in a hurry to leave. He explained he had another appointment and would fax us later that afternoon. At 4:00 PM we called him for the estimate and his payment for repairs and he explained he was not finished. The following day Mr. Uhlhorn stopped by and signed in at 12:15 PM carrying a "Preliminary Estimate" (non-finalized, not completed, non-committed estimate) not a locked-in the computer appraisal of damages. At this writing we have no true estimate of damages and a supplemental check has not been issued --- Mr. Uhlhorn's departing a repair facility without leaving a copy of your appraisal is a violation of the state law. Due to the methods Allstate Insurance Company is utilizing to handle claims in Pennsylvania the claims are become mismanaged to the benefit of the insurance company. When a repair facility arrives at an agreed repair process and understanding of how the claim will be reimbursed and then is faced with an insurance company that changes direction and personnel in the middle of the claim which effects the consumer whose property is the focus of the loss. Please investigate the manner in which Allstate and their personnel are handling claims in Pa. In addition, please investigate Mr. Uhlhorn's professionalism, behavior and conduct while handling consumer's claims.' Thank you, Stephen Behrndt, President Crawford's Auto Center, Inc.