Customer Reviews & Ratings
Complaint Posted 7/30/2018
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Great Customer Service but...
I can't believe I missed all the negative reviews here! I should have listened. They seemed like the right place to go to for shipping insurance. Our shipping company claimed they settle fast and are reasonable so didn't think about it but offered this on every package we shipped for several months now. Finally we had a reason to use them since there was shipping damage and the customer wanted a refund. So we made a claim. We asked the customer to take pictures of the damage and sign the affidavit etc. A full week later we see "documentation required" and a request to provide pictures of damage. Problem is that it was all already there including the affidavit from customer and all the details they already requested in the forms! We started an online chat and they couldn't figure out why they didnt see the attachments and said maybe they wanted more pictures. I said we're not about to bother our customer for more pictures when they already are fuming about the shipping damage and have provided clear pictures previously. Bottom line - a real bonehead in their company had only skimmed the claim without looking at the details. Nice attention to detail. So the online rep said they will see if they can push this through on what was already provided. Next day we get a "denied". What joy. We started another chat and they actually said "You didn't read our policy did you?" I said for what? They said, if there is anything to indicate whats in the package we will deny it. Nice! I must have missed that! We appealed at his suggestion and again a few days later "denied" with a long form letter and a "friendly reminder to read our polices and have a nice day". Seriously? What a low life insurance company! Stay far away from these clowns. Their standard MO is to collect small amounts of money from a lot of packages and deny,deny,deny your claims. This is not helpful nor reasonable for our small business and for sure not yours. Let them know they need to change dramatically or they can suck it.
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Hours   Monday - Friday 7am - 5pm PST Phone   (800) 955-4623 Address   3390 Auto Mall Drive
Westlake Village, CA 91362
Website Email
Contact   Matt Morelli Other  
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