Insurance question - Stolen tow vehicle

BB_TX wrote:
Surprising on your experience with State Farm. We have had them for home, vehicle, and RV for many, many years. And multiple claims over the years. And never a problem filing claims, having phone contact with them, and claim resolution quickly and to our satisfaction. Recently caught the rear cap of my 5er on a steel column due to tail swing on a tight turn. Major damage. Called SF, gave incident info, they told me take it to repair facility of my choice. Repair facility worked estimate, they called SF, got immediate approval, and completed $14,000 in repairs in less than 3 weeks. Cost me $500 deductible. Similar experience on all previous claims, and there have been many. DW has dinged her vehicle a number of times.

Yes...We've been with SF since 1991. We've had minor vehicle damage - a totaled Voyager Mini Van - a (questionably) chargable parking lot incident resulting in damage to ours and the others - and a Home Owners Claim 8 years ago for inadvertent damage to our neighbors house.
All of these were handled quickly and efficiently to our immense satisfaction. This though was not. I felt as though I was working with a different company than that which I'd experienced over the years.
Possibly because it wasn't run of the mill accident damage...possibly because of the change in internal policy which enjoins ones agent from involvement with the claims process. I might as well have been dealing with Flo - not my agent of 27 years.

The significant issues were:
1: Communication was terrible. I had to chase them down on every issue. At one point Claims sent me on a snipe hunt because "the police report isn't on the National Stolen Vehicle Database" and I was supposedly the only person who could rectify that. After 2 hours on the phone from a remote venue location I found that it was in fact on said database - by VIN number. The Report Number isn't part of that. and that Police Departments aren't allowed to give "Public" the NICS number - State Farm would have to contact them for that. Had SF never been down this road?
2: The reimbursement for interim vehicle issue is my bugaboo. No policy would have helped but that doesn't stop my blood from boiling. Why will they pay $750 for a month of a sedan but not $750 against my 15 days of more costly vehicle rental? Because policy language that's why.
3: Contents covered by Homeowners. Again - no policy from them would have been different.
4: Not a shred of assistance due to circumstance. Here in Metro Denver they make a great show of their Roadside Assistance trucks that will help anybody and everybody. Swell. Me? I got the Call Center Equivalent of "talk to us in 20 days". The "Specialist" that the first line call taker put me over to began with irritation wanting to know why I was talking to her.

It's as if my Good Neighbor moved out overnight and was replaced by surly teenagers.