One important thing I need to add to that is if you record
the conversation, do not let them know.
If you even a hint of a recording everything ends and you will get nowhere. Which leads us to the next no-no. Never ever ever use the word lawyer or any word that even starts with the letter "L". Once you even hint at a lawyer or court or law suit, etc., they now have the right to end all conversations, communications
and negotiations with you. Then you can only speak to their attorney and more than likely he will refuse to speak to you directly and so you will really have to hire one. So much for that bluff.
In the past, I have found that no matter how aggrevated you get, just keep your cool. Usually when the insurers client is in the wrong, they want to settle it quickly especially if you did not claim any injuries. If you get nowhere with the claims manager say goodbye. Call the switchboard and ask for his supervisor.
Bottom line - call the state insurance
commission and learn more. Then when you call the insurance
company you will be speaking at the same level and never tell them you spoke to the insurance commission. If you have to file a claim against them with the insurance commission - JUST DO IT. Don't warn, advise, threaten or otherwise let your intentions be known. Maybe that's just an Italian thing, but it works.