#71 Insurance Repair Talk

  Episode 71: Insurance Talk — When the Adjuster Won't Show Up Episode 71 of the All Access Podcast from Dent Repair Now. Gene Petty walks through a live insurance claim battle on a deer-hit truck — from a lowball photo estimate and an adjuster who refused to show up, to a speakerphone call that cracked the case open. He also covers Erie Insurance's move to pull all field adjusters off the road, and opens the floor to the PDR community to share what they're experiencing.  The Claim  A truck came in with significant damage — roughly 30" on the rear door, plus hits in front of the wheel well and on the bedside. Shannon wrote it at $4,800. The customer filed a claim with their insurer (referred to as 'Jake's Insurance'), who ran a photo estimate and came back at ~$3,000.  The Adjuster Standoff  When Gene filed for a supplement, the assigned adjuster (Bob) called before the shop opened and refused to come out — stating Gene wasn't a body shop and the claim had been written for conventional repair. This was Gene's first time in 18 years of doing PDR insurance claims having an adjuster flatly refuse a visit.  The Speakerphone Moment  Gene called in a favor from his body shop partner (Joey), who swung by, agreed the door needed a full skin, and texted the original adjuster (Jim) directly. During the call, Jim didn't know he was on speakerphone — and said Gene was 'out of his mind' before realizing Gene was standing right there. The conversation shifted immediately, and Jim agreed to come out Tuesday.  The Bigger Problem  Insurance companies are now routing photo claims to local adjusters to write virtually rather than visit in person. Gene believes this is intentional — a built-in strategy to low-estimate claims knowing a large percentage won't get repaired.  Erie Insurance Going Virtual  Gene shares that Erie Insurance — one of the best insurers to work with in the Northeast — is pulling all in-person automotive adjusters from the field before year end. He considers this a major setback for PDR collision work.  Kristin Feller / Collision Hub  Kristin gave a talk on claims handling at a recent event (Montreal) and Gene recommends it highly. Key takeaway: adjusters are increasingly scripted and AI-driven, and repairers need specific language strategies to get around dead ends like 'we don't pay for that.'  PDR Expo 2026  Sept 25–26 at The Rio, Las Vegas. Gene is presenting on cold glue — theory in the morning, live hands-on repair in the afternoon with participants doing actual repairs on a live car. pdrexpo.com  Join the Conversation   What insurance issues are you running into on the collision/smash side?  How are hail delays different this year versus previous seasons?  What's your take on the industry-wide shift to virtual estimating?  Where should the PDR community be having this conversation?  How do you schedule multi-day repairs around unpredictable adjuster timelines? Links & Resources  PDR Expo 2026 — Sept 25–26, The Rio, Las Vegas Follow: @dentrepairnow on YouTube, Instagram, Facebook, TikTok