How Alvin Recovered from a Catalytic Converter Theft in Queens, New York

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Catalytic converter thefts have spiked in recent years, especially from hybrid and electric vehicles, which contain precious metals that can be quickly removed and resold. The crime is fast, quiet and expensive, often leaving victims with thousands in repairs and little recourse. 

But if you have comprehensive coverage on your car insurance, it can protect you from an enormous repair bill. One man’s story illustrates just how important car insurance is. Alvin, whose name has been altered for this story, lives in Queens, New York, and drives a 2009 Toyota Prius.

This case study walks through how Alvin handled the theft, from the first signs of damage to the resolution of his claim and demonstrates how insurance can work in real life, even when the process is challenging.

The morning of the theft

Alvin first noticed something wrong when he started his car on a cold November morning in 2023. The engine made a terrifying roaring sound, in stark contrast to the quiet hum he was used to.

“It sounded like a motorcycle,” Alvin says. “I knew something was off.”

Looking underneath, he saw a clean cut in the exhaust system. The catalytic converter was gone. “It looked like someone took a saw to it,” he says.

He called his insurer that same morning. Because he had comprehensive coverage, the rep told him the theft was covered and walked him through the steps: file a police report, take photos and get a repair estimate.

“I filed the report that morning and took a bunch of pictures under the car,” Alvin says. “Then I had it towed to the shop.”

The mechanic confirmed the theft and quoted the full repair at just over $2,200, including parts, labor and wait time for the new converter. 

Filing the claim

Alvin submitted his claim through the insurer’s online portal. He needed to upload the following documents:

• The NYPD report number
• Photos of the underside of the car
• The shop’s written estimate
• Proof of ownership

However, after everything was sent, the process stalled. He waited days, then over a week, without a clear update. 

In the meantime, Alvin was able to make use of another part of his comprehensive coverage. While his car was still at the shop, Alvin rented a car, which was paid for by his policy’s rental car reimbursement coverage, something he didn’t even know he had until his representative mentioned it in his initial call with the insurer. 

However, he remained worried about his initial claim for the catalytic converter replacement.

“Hearing nothing was the worst part,” he says. “I didn’t know if they were reviewing it or if it got lost in the system.”

Turning to social media

After nearly a week of silence, Alvin went online looking for advice. He posted questions on Reddit, asking whether others had experienced similar delays and what he could do to move things forward.

He got a handful of responses: people shared advice, escalation contacts and tips for communicating with insurers, including a suggestion to simply direct message his insurance company. Alvin found the insurer on Twitter and sent his claim number and a screenshot of his successfully filed document via private message. He got an automated response not unlike calling the company’s support line and wasn’t sure if he’d even reached a real person.

But three days later, a representative called to confirm the claim had been approved. It had been about 15 days since Alvin filed his claim. “I don’t know if my message did anything, but it doesn’t seem like a coincidence,” Alvin says. His experience is about average for car insurance claims, with most approvals coming through within a few weeks to a month.

Resolution and payment

A week later, a check arrived in the mail covering Alvin’s entire cost for replacing the catalytic converter and rental car costs, minus his $500 deductible. Alvin had already paid the repair shop out of pocket to get his car back sooner, so he was thrilled to get the cashback in its near-entirety.

Since then, Alvin has taken steps to avoid going through the same ordeal again. He learned from Reddit that he could install a catalytic converter shield, a metal barrier that makes future thefts more difficult and time-consuming. He also installed a dashcam. When asked whether his insurer offered him a lower rate for installing these security devices, Alvin was surprised to learn this was possible and said he would look into it.

Alvin’s experience is a reminder of how important car insurance can be. Not only did he get reimbursed for the expensive replacement, but he also learned more about how car insurance works and he may even save money on his coverage in the future.  

Alvin’s claims process was fairly seamless, but that’s because he acted quickly and had his documentation ready at hand for the representative at his insurer. He also developed a new appreciation for his car insurance coverage, which, while somewhat pricey given his location and coverage needs, was more robust than he’d known. Because car insurance is required to drive in New York, many, Alvin included, sign up for coverage without thinking about what it entails. And for better or worse, many only find out what their policy covers when needed.

Zack Sigel

 

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Zack Sigel is a writer and editor based in New York City. He has been managing editor at Policygenius and M1 Finance, where he led teams specialized in writing about business and finance, and he has also written about music and culture for Hyperallergic, VH1, Complex, and the Los Angeles Review of Books. Zack has a bachelor's degree from New York University, Tisch School of the Arts.