Have you ever wrapped up a call and immediately started venting about the person on the other end? Only to panic-check to make absolutely certain that the connection was absolutely disconnected? Most of us have been there. One USAA employee allegedly failed to double-check. And he may come to regret it. TikTok user RooneyCait (@rooneycait) recently posted a recording of a person she claims is her USAA insurance adjuster making assumptions about her case after he apparently failed to end his call to her while leaving a message. In the recording, he starts by calling her "rude," then asks someone in his office if he can "just close the claim," because RooneyCait hasn’t responded in what he believes is a timely manner. "Hey USAA, I think he forgot to hang up," writes RooneyCait on the screen, which is superimposed over a transcription of the message. Hang Up Before You Vent In the TikTok, the purported adjuster can be heard discussing the details of RooneyCait’s case, his idea of why her case was given to him, and a short riff on his car knowledge. He starts politely, "Good afternoon, Ms. Rooney," he says. "...I am the assigned adjuster on your recent auto claim." Then there’s a moment of silence, and his voice, flat and loud, says, "Rude." Next, he’s venting, seemingly to an officemate, "This lady is so…can I just close this claim? She ain’t gonna answer," he says. He then acknowledges that RooneyCait has provided photos and information for the case, but never responded to the first adjuster who messaged her. And, he says, the damage appraisal has never been done. The man goes on to speculate that he’s been assigned this case because "it feels like" the agent was "done dealing with this." Finally, he concludes, "Obviously this person doesn’t want to get their vehicle fixed," before speculating, based on the photos, that it’s a repair that won’t exceed $1,000. In the caption under the TikTok, RooneyCait provides some context to the narrative. She says this was an older claim, and 10 days later, she got in another accident. "My car is being fixed. Why would he not be able to see that? And I’m rude? Alright," she writes. She also notes that at the beginning of the recording, the silence between his introduction and his "rude" comment is where she edited out personal claim information. Does He Know That She Knows? The comments have the question everyone is dying to ask. As therealestshrimp said, "I need to know if he knows you heard all that…I [know] his soul had to have left his body omg." RooneyCait assured them, "Oh, he knows." MollyM offered a bit of post-event-management-advice: "Soooo when you call back drop the ‘bad faith’ wording and I PROMISE you will get a world of great service." Tay simply took a little malicious glee in the alleged claims adjuster’s mistake, "I am actually cracking upppppp this is amazing." How Do You Report Your Insurance Company Nobody’s perfect. But in a situation where you’re dealing with potential injury, private information, and just navigating the fallout from a car accident, a little patience may go a long way. Especially from a trained professional whose job it is to guide you through a very stressful situation. If you find yourself dealing with a difficult or unprofessional insurance agent or adjuster, the National Association of Insurance Commissioners (NAIC) advises filing a complaint with your state department of insurance. Common complaints include: Delays, denials, and unsatisfactory settlements. Like everything insurance-related, you’ll want to gather your paperwork, photos, and thoughts. Additionally, you can access information about closed, confirmed complaints against insurance carriers from state insurance departments, compiled by the NAIC. Motor1 reached out to RooneyCait via email and to USAA via their media contact. We’ll update this if either gets back to us. We want your opinion! What would you like to see on Motor1.com? Take our 3 minute survey. - The Motor1.com Team
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