Why the Insurance Company Is Ignoring You

It’s a frustrating moment that happens all the time. You’ve been hurt in an accident, and you’re trying to deal with the insurance company. You send them a letter or an email with your name on it, and they don’t respond.  And, even when they write back, some of them still don’t use your name. They only use a long number, like C-1234567.1

This can feel incredibly impersonal. It can feel like they don’t see you as a real person with a real story. It can feel like you’re just a number. If you’ve ever felt this way, you’re not alone. This is a very common problem. In fact, “claim handling” is the top reason for consumer complaints about insurance companies, making up over 65% of all complaints.3

So, why do they do this? Why do they treat you like just another number?

The Insurance Company Is a Giant Machine

Imagine a giant machine.4 This machine is built to do one thing: process thousands and thousands of claims as quickly and cheaply as possible.5 To do this, it needs a simple way to keep track of every case. That’s where the claim number comes in.

Every time a person is hurt, the company gives their case a special, secret code—the claim number.1 This number helps them quickly find all the paperwork, emails, and information about your case in their computers.1 It’s a way for the machine to organize all its data.1

The company’s computer systems are designed to work with numbers, not with names or personal stories.5 This is what helps them process claims faster, reduce human errors, and save money.5 From their perspective, it’s just business. Using a number instead of a name helps them avoid mix-ups, especially if two people have similar names.1

They’re Focused on the Claim, Not on the Person

Because the insurance company is focused on the claim, which is a piece of data, they can forget about the person behind the claim.6 This is why they might use tactics that can feel unfair, such as:

• Offering you a low settlement right away before you know the full extent of your injuries.7
• Delaying your case to make you frustrated enough to accept a low offer.3
• Questioning your injuries or the medical care you need.6

These tactics are all part of a plan to make your claim cost them less money.7 A review by the Financial Conduct Authority (FCA) found that some insurers were even undervaluing vehicles when settling claims, which led to a massive payout of compensation to thousands of drivers who were short-changed.8 This shows that sometimes a company’s focus on saving money can lead to unfair practices that harm customers.8

They are not thinking about your pain, your medical bills, or how the accident changed your life. They are thinking about the claim number and how to close the file as fast as they can.1

You’re More than a Number—We Can Help

At Weir & Kestner Injury Lawyers, we believe your story matters. You are a real person with a real life that has been turned upside down. We see you, we hear you, and we fight for you. Our job is to stand up to the giant machine and remind them that they are dealing with a person, not a number.

The insurance company does not control you.  That is why there is a court system.  Ultimately, a judge or a jury can decide the case, not the insurance company.  You do not have to let the insurance company decide what is best for you.    

If you’re tired of being treated like a number, our team is here to listen to your story and help you get the justice you deserve. We can handle all the paperwork, all the phone calls, and all the stress so you can focus on getting better.

Contact us today for a free consultation. Your name and your story matter to us.

Works Cited

1. 9+ Facts: What is a Claim Number & Why It Matters – repreve.com ·, accessed September 23, 2025, https://signup.repreve.com/what-is-a-claim-number/
2. What is the Meaning of “Claim Number” in Law?, accessed September 23, 2025, https://colorado-lawfirm.com/glossary/claim-number/
3. Majority of Insurance Complaints Resolved in Consumers’ Favor …, accessed September 23, 2025, https://www.valuepenguin.com/most-common-insurance-complaints
4. Bureaucracy: Definition, Examples, Pros and Cons – ThoughtCo, accessed September 23, 2025, https://www.thoughtco.com/bureaucracy-definition-examples-pros-cons-4580229
5. Efficient insurance operations: How AI is helping to drive down costs – Capco, accessed September 23, 2025, https://www.capco.com/intelligence/capco-intelligence/efficient-insurance-operations-how-ai-helps-drive-down-costs
6. 10 Insurance Company Tactics to Deny or Devalue Your Claim, accessed September 23, 2025, https://longandlong.com/blog/10-insurance-company-tactics-to-deny-or-devalue-your-claim/
7. 10 Tactics Insurance Companies Use to Deny and Devalue Claims – Dickerson Oxton, accessed September 23, 2025, https://www.dickersonoxton.com/resources/10-tactics-insurance-companies-use-to-deny-and-devalue-claims/
8. Car insurers to pay 270,000 drivers share of £200m compensation …, accessed September 23, 2025, https://www.theguardian.com/money/2025/sep/19/car-insurers-drivers-share-compensation-fca