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Chucks Creations Autobody

Dealing with an insurance company as a non DRP

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Hey guys and gals (if i'm not the only gal on here lol)!

I have a questions for the other shop owners or estimators on the forum. Lately i've been dealing with a lot of headaches from insurance companies dragging their feet because we are not a "preferred" shop on their network. This one in particular that i'm dealing with is just driving me nuts. Breakdown of the ordeal: Customer dropped off their vehicle on 2/11/17 which was a Saturday. I called their insurance to notify them of the drop off the same day. Got ahold of someone on the 14th on when they could send someone out to inspect. Was instructed to write up my own estimate and take photos and submit it to their claim email and that because we are not a "preferred" shop, it could take 7-10 days for review. That was completed the same day (14th). I've followed up with them on the 16th to confirm the estimate and photos were received. Adjuster said that it didnt look like it was so I forwarded it over to her. I sent photos via a google drive link that allows others to view the photos. She said she was having issues so I just sent them as attachments. Finally worked for her and said it was forwarded to the person set to review... this was on the 16th. Yesterday, I emailed to check for status and was told that the person reviewing cannot see the pictures. This had me fuming. WHY was I not contacted back on the 16th or the 17th stating that? Why did I only hear it when I reached out. I resent photos, adjuster confirmed she received them and had forwarded them over again. Hours later asked if she had a confirmation that the reviewer was able to view and received a "well she hasnt contacted me back so that would mean that there isnt any issue..." if thats the truth then did she not send an email back on the 16th saying she couldnt view them? And if she did, why did I only find out on the 23rd when I reached out??!! I emailed a lengthy stern email requesting the reviewers info and the adjusters supervisors info... here we are 22 hours later, no reply. So after all that.... i'm afraid that it will still take another 7-10 days to review and another 7-10 for payment. My question here is, am I entitled to any storage fees because of their lack of concern and being put on the back burner because we arent a DRP shop of theirs? The customer is very patient but I am not. Especially when I hear the insurance adjuster straight out tell me, "oh you arent our preferred shop? its going to take longer then"... talk about steering tactics. Anyone have any words of wisdom on what I can do at this point? Am I in the right to request storage? Is there any law that I can cite to make them straighten up? I am in southern California if that helps. Thanks in advance!!!

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