Auto Insurance Claims: Liability only on a totaled auto on loan, gap coverage, gap insurance

Question
A friend of mine had full coverage on her truck with Farmers Ins. Her policy was renewed a few months ago and for some reason, the agent recommended she get liability for her truck since she hardly drove it. Yes, she is still making payments on the truck and just believed everything the agent said. Well the truck was totaled in an uninsured hit and run. The agent said they can't help her since she signed the policy but they will pay the $3500 for Uni. Moto. Luckily, she had GAP coverage with her bank. However, they are asking for a print out from Farmers stating that the truck was a total loss along with a breakdown of it's expenses. Farmers sent a guy to check the truck out and issue a check for the $3500 made out to her and the bank. But now the agent is refusing to provide a letter/form stating that the truck was a total loss. We've gone to another agent for help, but he claims "There is nothing I can do" too. Besides arguing with the corporate office (for months), and threatening to contact the insurance commissioner,is there anything we can do to just get the letter from them? (Although I'd like to try to take this agent for a legal joy ride) The GAP insurance is only giving her 2 weeks to get the letter or they will refuse to pay off the loan.

Answer
Hi Chris,
I'm sorry to hear about your friends problems and the fact that Farmers is now removed common sense, education and professionalism from their list of requirements for agents.
The other Agent couldn't help, because she is not his client and he could lose his job by interfering, whereas Farmers is doing everything possible to protect the stupid one.
Farmers, if pushed hard enough, can be legally held liable for the full value of your friends vehicle.  
The only place you can expect help is from the Department of Insurance.  CONTACT THEM IMMEDIATELY.
Just type 'yourstatename department of insurance' into your web browser and hit go.  This will bring up many sites in your state dealing with insurance.  Scroll through them and find the one that says 'official site of the department of insurance'.  Click on it and scroll through until you find the method to male a telephone complaint and a complaint by e-mail.  It may fall under 'consumer information'.
Make a telephone report against Farmers, the adjuster that is refusing to send the total loss statement to the bank and against her Agent.  The Department of Insurance should assist her in recovering the entire value of her vehicle.
Do it NOW, threats get you nowhere, action does everything.
I hope this has been of help, please write me with any more questions.  Next time include your state of residence.
Your feedback by rating my answer will be appreciated.
Sincerely,
Bennie
San Francisco Bay Area 12-18-07 1:52 PM PST