8 Aug, 2019 → by ClaimboUser918158
Avis’s full coverage insurance provider, Sedgewick, is of no help in Hawaii

1

This is my email to the Sedgewick agent, Andrew, who basically did the minimal to help me resolve my claim which is still pending and now I will have to go through my own insurance. An Avis driver who had full coverage, hit our parked car. When we tried to get it fixed at auto shops in Hawaii, the jumping of the hoops that the Sedgewick appraiser requires makes it very difficult to get any auto shop to accept the repair. And Sedgewick does not have any direct or associated shops in Honolulu. So you are SOL if you have to work with Sedgewick in HNL. Below is my last email to Sedgewick/Andrew: Dear Andrew, Due to your inability or unwillingness to help me get our car fixed, I have contacted our USAA insurance and filed a claim. They will be dealing with you and Sedgewick directly. I was very disappointed with Sedgewick’s overall poor customer service and your unwillingness to help me get our car repaired after we were hit by an Avis driver who had a full coverage Avis insurance policy. You wrote in your last email and tried to make it sound like you are “letting" us use the repair facility in Hawaii that we “choose.” I did exactly what you advised and was stonewalled by your appraiser’s requirements to bring the car in, remove the bumper, take additional photos, and send them in. Then wait for a few days for your appraiser to get back to them. Thus, the auto shop, Auto Tech, said they would not accept this job due to the unrealistic and unnecessary requirements of the appraiser from Sedgewick. In short, Sedgewick and Avis are very naive and insensitive to the present local logistics of auto repair shops in Hawaii. Due to the limit and cost of land and space, most auto shops do not have the space or the time to hold cars for a longer period needed to be repaired. In fact, if there is no pre-approval many shops will not even do the actual assessment work of removing a bumper in the event the new adjustment could still be rejected and they would not be paid for the initial work. As they are professionals, they make their assessment on looking over the actual damage and making the adjustment. They usually make the adjustment, send in and get the approval, order the part which also takes time since Hawaii is located geographically far from the mainland, when the part comes in, they call the customer in, you take your car in and have the repair done. The present Sedgewick “ rules" are unrealistic for auto shops in Hawaii. And since Sedgewick does not have any associated or direct repair shops that I could take the car into to be repaired, there are very few real options to getting a claim settled and the car fixed by a quality auto shop, and your response when I reached out to you about what can I do, was “There is nothing more I can do,” which I found to be very cold and irresponsible and basically putting the work and responsibility back on me, the person who was hit by an Avis car! Ironically, I have had more help and support from the person who hit our car than you and Sedgewick. I would strongly suggest that Sedgewick inform Avis to hire a local Hawaii insurance operation that understands and will cater to the realistic needs of local people in Hawaii because the present set of rules of policy are unrealistic and naive when Sedgewick has no direct connect repair shops to take vehicles to in Honolulu. The Mainland and Hawaii dynamics and logistics are very different. And after this experience, I would not rent a car or buy insurance from Avis again although they push and sell you "complete coverage insurance" and tell you there will be no problem, when in actuality, for me having to deal with Sedgewick, the third party insurance provider, it was a nightmare. I will also forward this email to the Avis customer service and complaint section as I can see a continued problem for others who have to deal with you/Sedgewick. And in the end, now that I have to go through my own insurance, it will end up costing much more in time and money, not only for me, but for Sedgewick and probably Avis also. There are no winners under your present insurance operational and appraisal system in Hawaii. The last two things I need to address is first, if I need a rent a car while our Lexus is being repaired, I will email or call you again for you to arrange that. And second, I have your uncashed check for $901 for the initial incorrect appraisal. What would you like me to do with it? I can void it out and send it back to you if you give me an address to send it to. Sincerely, Mike
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