I didn't mean to sound as if I wanted her to rant. However, in my experience dealing w/ adjusters that do not want to work with you, bringing up bad faith claims as well as bringing up arbitration tend to get them on the ball. It is not that they can't represent themselves, they want to deal w/ something in the most efficient way. If it is a situation where they are just being assholes, she needs to ask to speak w/ a superior and state what her problem is and exactly who she has had a problem w/. I agree being agressive and yelling/screaming is not the way to handle things. If you have been accused of a crime by a representative of their company w/ no basis for their claim then you need to make a statement to a superior and let them know exactly what happened and the circumstances surrounding the dissapearance of the car as well as the circumstances that led to the recovery of the car.