Claims Service International

First we would like to apologize for any inconvenience that the customer may have experienced during the claims process. It is never our intention for our customers to be less than satisfied.

CSI is not part of any moving company, but is merely a 3rd party claims processing company. We are required by the law to analyze claims based on Regulations, based on claims adjusting guidelines, on the contract that the customer signed with their mover, and the legal documents for the move. It is mandatory that we follow all requirements when determining the carriers' liability.

The rate of compensation is determined by the customer. They are asked to select their valuation coverage the day of the move. The customer selected and signed for the free of charge valuation coverage of $0.60 per pound per article in order to enjoy the lower rates for their move. The Full Replacement Value Valuation Protection was, indeed, offered to the customer for an additional charge, but the customer refused that option. Therefore, using the coverage of $0.60 per pound per article that the customer chose, the compensation is determined by using the weight of each item multiplied by $0.60 per pound per article.

With that being said, the customer claimed a total of 7 items; 4 missing items and 3 damaged items. In order to determine without a shadow of a doubt that the items became missing while in the movers' care, customers are required to count their items at delivery and mark off the items delivered on the inventory sheets. If there are missing items then they MUST note them on the inventory sheet. Otherwise, just like in a court of law, you cannot prove that someone else did not enter the home and have access to the items, you cannot prove that the customer did not misplace the item when unpacking, etc. The customer did note 1 (one) missing box and that was allowed on the claim because they did note it was not delivered.

As for the damaged items, based on the contract that the customer signed with the carrier, and the carrier's applicable tariff, we could not determine them as liable. However, the carrier chose to allow those items as a courtesy!

The carrier's legal liability is actually $18. No matter what claims company the customer would have used, they would only be entitled to the weight of a box multiplied by the valuation coverage the customer selected of $0.60 per pound per article. However, CSI went above and beyond to see if the carrier would go beyond their legal liability; which they chose to do! The customer was offered compensation of $93 more than they are entitled to. This Gesture of Good Faith was offered to the customer as a courtesy only. Gestures of Good Faith are not mandatory and can be retracted at any time. The customer needs to understand that we did do all we could do for her to help her get a better outcome for her claim.

We regret that the customer felt the need to post such a review. We trust that the above explanation enables them to better understand our position on these matters.

We are very sorry to hear that the movers may not have properly instructed you on how to document your loss or damage. However, as you mentioned you did go over the inventory with the movers upon delivery. On that same document, you have the instructions under the big bold red letters reading WARNING, which tells you exactly what needs to be done on your part at that time & prior to signing. The proof is that you did do exactly that for 1 box. It should not take 3 weeks to count the boxes delivered. There is sufficient time to count the boxes as the movers bring the boxes in which you have already stated that you did.

Regarding the time to file your claim: We are uncertain if you misunderstood the movers or were misinformed, but per federal regulations all interstate moves are allowed 9 months from the date of delivery to file a claim.

Damaged Items: In your filed claim you have listed 3 boxes as damaged & 4 boxes lost (based on the inventory numbers provided by you on your claim form) yet you repeat that the movers broke 2 boxes & lost 2 boxes. Please contact Mary, your case manager, to clarify this matter as soon as possible so that your claim can be accurately entered into our system. Regardless, all of the damages were allowed for the claim.

To clarify the claims process & CSI's relationship with the movers we would like to explain that when carriers outsource their claims to CSI for handling, the claim file & the evidence submitted by the customer is not shared with the carrier. The reason is that only trained claims adjusters would be able to determine legal liability. That is why we make our determination & only then forward the results to the movers. Our determinations are based on evidence & not the carrier's nor the customer's opinion. CSI's adjusters must always be unbiased which is the reason why you are not able to call our adjusters. They do not speak on the phone; communication is via email only. This is part of how they remain uninfluenced. All info for the adjusters needs to be in writing so there is no "he said / she said" situation. However, every customer is assigned a Case Manager to assist them with questions.

We understand that in your attempts to reach out to *** that you were wanting more information so you can understand why the denials were given for each item. However, all the information was already provided to you. The settlement letter email has a paragraph explaining each determination for every item. If the item was denied, it tells you why. If the item was approved, it explains that it was approved.

03/02/20 *** spoke with you & advised how to file a dispute. *** explained in detail how to dispute each denial you received & what to provide for each denial to possibly obtain more compensation for your dispute. While she cannot explain why the adjuster made each determination, she told you what you can do to try to reverse that decision. She also gave you the info that adjusters can only be reached via email. She provided ***'s email.
03/02 Emailed *** asking to schedule call
03/04 Emailed ***
03/04 *** responded
03/08 Emailed ***, ***, ***, ***, among other people - upset & stating CSI is a scam
03/08 *** emailed & advised to speak with *** to help file the dispute
03/09 Emailed ***, again requesting a call. *** cannot give any different information than what *** had already provided
03/09 Emailed us again & were upset- no call from ***. *** explained again - he does not speak via phone & tried to assist you. *** again advised what to submit to try to get the item approved. This is the same info you stated you wanted, but insisted it come from someone besides ***.
03/09 Phone call with ***
03/18 *** responded
03/18 Emailed everyone
03/18 *** responded via email
03/18 *** responded
03/18 Emailed ***
03/24 *** emailed that she will intervene. She will review the claim & after there will be 30 days allowed to file a dispute.
04/16 *** responded with a detailed explanation for each of your concerns. She performed another review of the claim & during communication with your carrier asked if they would allow many denied items as a courtesy. Your carrier, who is under no way obligated, decided to allow the additional compensation.
The last email was from ***, after the unnecessary filing of this complaint. She stated that you have until 05/31/20 5pm Eastern Time to file a dispute.
The persistence to speak to *** over the phone became more important to you than what you were actually after which was guidance on how to properly file the dispute. Instead, much time was spent going back & forth (over a month) that could have been utilized to successfully file your dispute, have the claim re-reviewed, & a new settlement issued.

Please be certain to have your dispute filed before 05/31/20 5pm Eastern Time as no additional time will be granted. We look forward to receiving your dispute.

0.36% (46 out of 12509) did not understand our role, did not understand our instructions, did not like the coverage that they chose, or were given wrong information by their carrier until we were notified and addressed it with the carriers to correct the terminology used so that there is no confusion or misinformation...that's what we call a success!!!

First, we offer our sincere apologies that the customer is not satisfied with the outcome of her claim. It is never our intention for our customers to be less than satisfied with our services.

We understand that the delivery time can be very stressful and chaotic. However, when the movers are rushing to bring furniture and boxes into residence, they still need the customer to sign the documents which is when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count for boxes. It may not be the easiest task to complete and that is why the customer has 9 months to file a claim. However, that does give the opportunity to check main items and at least count them to verify quantity. Damages can later be documented by supporting pictures. At all times, such movers behavior (as described by the customer in their review) should and must be immediately reported to the main office even if by leaving a message after hours.

However, the customer must realize that CSI is not part of any moving company and must analyze claims based on the contract the customer signed with their carrier, their valuation coverage the customer signed for the day of the move, the legal documents for the move, and claims adjusting guidelines. Claims are heavily regulated and we MUST ONLY follow the proper regulations when processing them. Since we were not present during any part of the move we rely on the documents for the evaluation of the claims. It shows on the Inventory Sheets that customers must note any missing item or obvious damages upon the delivery. The customer did not do this. As for the customer's claim that the movers refused to allow her to note damages on the delivery copy of the Inventory Sheets, that would have to be addressed with the movers directly. They should have contacted the office (as stated above).

We regret that the customer felt the need to file this review. We trust that the above explanations enable them to better understand our position in these matters.

In the terms and conditions listed on the back of the carrier's contract that the customer signed in agreement that they read, understood, and agreed to, it is indeed, listed that the carrier is not responsible for particle board items. We recommend that the customer re-review the back of the Bill of Lading - Section 1 (h). Those are the terms that the customer agreed to, not CSI. We have to analyze the claim based on those terms. We did not deliver her items, nor did we take part in the move whatsoever. Further, as we have previously stated, we must only follow regulations pertaining to determining legal liability. While we are sympathetic that the customer claims that the delivery was awful, where is the evidence? If she has evidence to prove her claim then why did she not provide it to us so we could help her get a better outcome? Even in a court of law you must have proof other than hearsay. So while the customer may be upset that we cannot break the law for her, she must understand we cannot break the law for the carrier neither. Our job is to only analyze based on the legal evidence provided. We must review each claim based on the hard copy of the evidence submitted; regardless of what our opinions are. It appears that the customer does not want to comprehend that fact.

First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

Claims Service International (CSI) is not an insurance company and the customer's claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers' legal liability for household goods claims. We cannot negotiate on behalf of Gulf Coast Van Lines. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements. CSI processes moving claims similar to how a tax preparation company processes taxes. We must take the information provided, follow regulations, and determine the outcome.

We understand that the delivery time can be very stressful and chaotic. However, when the movers are rushing to bring furniture and boxes into residence, they still need the customer to sign the documents which is when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count the boxes. It may not be the easiest task to complete notatting all damaged items and that is why the customer has 9 months to file a claim, but that does give the customer the opportunity to check main items and count items to verify the quantity and notate missing items. Customers do not need to unpack boxes while the movers are still at the residence to verify missing items. Boxes should be counted and compared to the amount of boxes listed on the inventory, and inspect the condition of the boxes to assure no visible damage has occurred. Damages can later be documented by supporting pictures. At all times, if the movers refuse to allow the surveying of the items at delivery their behavior must be immediately reported to the main office even if by leaving a message after hours.

We contacted *** Coast *** They stated they have been attempting to reach her in attempts to resolve her concerns amicably.

We regret that the customer felt the need to file this Revdex.com complaint. We trust that the above explanations enable them to better understand our position on these matters.

Again, CSI must analyze following Federal Regulations and the documents for the move. The customer did not notate that they had missing items when the items were delivered. With that being said, we cannot LEGALLY state without a shadow of a doubt, that the carrier is responsible for the missing items when the customer signed that everything was received!! Our opinions and/or emotions do not have relevance here. Everything must be based on evidence. ALL evidence that the customer submitted shows that everything was delivered to her. There is no way that the customer can expect us to break the law for her because she did not properly count her boxes and mark off her items while they were unloaded at delivery. The Inventory Sheets have instruction in huge, bold, all capital letters to count the items and note any discrepancies. We are attaching the bottom of one of the inventory forms to prove this. The customer should not be upset with CSI for performing our jobs as we are required to do.

First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

CSI's role explanation: Claims Service International (CSI) is not an insurance company and the customer's claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers' legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.

Actual Contract: The Bill of Lading is the contract between the carrier and the customer. It lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the move per federal regulations and the carrier's (mover's) applicable tariff.

Claims Filing Options: Per local regulations and the contract the customer signed with the carrier, they are allowed 30 days from their delivery date to file a claim. The delivery date was on 10/03/2019. The customer registered to file a claim on 10/27/2019 with no Bill of Lading, which is the contract for the move and mandatory to process a claim. CSI made many attempts to obtain a Bill of Lading were made to no avail as the customer was upset and did not believe it was her job to actually do so. (Emails attached).

The customer finally provided the Bill of Lading on 11/04/2019 which is beyond the allowed time to file a claim. CSI was in the process of reaching out to her carrier to obtain permission for the customer to file her claim even though it was past her time to do so, but then, received this complaint before we could get confirmation and advise the customer of the news.

Claim Process: The customer has submitted a claim and. It will be analyzed in the order it was received and compensation if due will be offered based on the carrier's legal liability, within the time frame allowed by law. The claim is currently in the review status, a determination has not yet been made.

We regret that the customer found it necessary to file a Revdex.com complaint, but we trust that the above explanation enables them to better understand our position in this matter.

We are unclear about what the customer is talking about because CSI does not and will not ever pay claim settlements. Any negotiations will have to be between the customer and the carrier.

Document Attached***
First, we would like to apologize for any inconvenience that the customer may have endured. It is never our intention for customers to be less than satisfied with our services.

While we hear the customer's concerns about their valuation choice, we also have a signed form attesting that they selected and signed for the Released Liability Valuation option of $0.60 per pound per article. The customer had the opportunity (on that same form) to select the Full Replacement Value Valuation Protection (FVP) but they refused that option to help keep the price of the move at a more reasonable level.

Based on the size of shipment that the customer had, there is absolutely no possible way that $1,000 would cover the FVP. The price for the carrier's FVP coverage is very, very expensive and therefore, most of the time the carrier does try to give the customers a 3rd option of obtaining actual moving insurance from a moving insurance company. The carrier normally explains that the moving insurance is less expensive than their FVP valuation coverage. BUT the customer ultimately is the one who chooses (as you can see from the attached form showing the signature selecting the $0.60 option).

Further, the postal money order made out to the movers proves nothing more than the fact that the customer made a payment to them. She had a very large move which cost quite a bit to service. Therefore, the postal money order cannot be proven to be anything more than part of the payments to the mover for their moving services.

CSI is not an insurance company and is solely responsible for processing moving claims with the information provided. The customer is expecting CSI to assume that what she is saying is correct. We cannot assume, we strictly analyze claims based on regulations and the evidence submitted. The evidence submitted shows that the customer did, indeed, sign for the $0.60 per pound per article valuation option. (See the attached Document)

We regret that the customer felt the need to file this complaint. We trust that the above explanation enables them to better understand our position on these matters.

Ms., we do not pay the claims. We simply process the claims and determine the carriers' legal liability. We then send notification to both the movers and the customers as to the carriers' legal liability according to the law, and according to the evidence provided.

The Dry Bar / Entertainment center and the Grandfather Clock- you did not supply any full view pics to verify the size of the items. You only sent us 2 close up pictures of the damaged areas for each one. That does not allow the adjuster to see the size or shape of the items. The pictures supplied for the Entertainment Center do not support that the item is anything beyond a bathroom mirrored medicine cabinet instead of the elaborate mirrored huge entertainment center you are claiming. Same thing for the grandfather clock, it could be a small clock that sits on a mantle or shelf, or it could be a gigantic clock made from oak. Nobody can tell with the pictures provided. (Pictures attached)

Also, you claimed 8 dining room chairs were damaged. However, you supplied the very same pictures (2 pictures) for each of the eight chairs. You cannot show that all 8 chairs are damaged when the pictures only shows one chair with damage.

Those are just a few examples of what the adjusters had to work with. We were not supplied proof of the weights of any of the items. Therefore, without the proof of the items' weights we must use a standard weight guide. The instructions for filing a claim do state to provide proof of the weights. You not only had the initial review of the claim, but also filed a dispute and had a Senior Adjuster review your submitted information to see if any adjustments could be made to the settlement amounts. Therefore, please understand that we cannot legally tell movers to open their wallets and pay anyone if we cannot prove, without a doubt, that they are liable.

As for the FVP, as stated before in the previous response, the price for FVP is very expensive. For a shipment of this size $1,000 would never purchase a policy.

There are pictures included here that were not included for the claim such as the picture of 8 total chairs. However, the picture does not show that more than one chair has damage. Regardless, the customer's settlement offer is a final settlement. We can provide the initial review and then a review of a dispute. The customer has exhausted both of these resources. Remember, we are not the responsible party for the claim; we are here to determine the mover's legal liability and in this case we have done that. CSI advised both the customer and the carrier of the outcome. We do not pay claims, so there is nothing more that CSI can do. The evidence submitted shows the customer signed for $0.60 per pound per article, the items that we could prove as the mover's legal liability were approved on the claim. The carrier is willing to pay the customer for those items.

First, we would like to extend to our customer a heartfelt and sincere apology for any inconvenience that they may have endured during the move. It is never our intention that customers will have a less than satisfying experience.

CSI'S Role: Claims Service International (CSI) is not an insurance company and the customer's claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers' legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.

Settlement: It is CSI's responsibility to perform an unbiased review of each claim. We have to prove that the carrier is responsible for any transit related damage. Just like in a court of law the evidence cannot leave any room for doubt. The customer submitted the very same pictures for 3 different kitchen chairs and the kitchen table. All 3 chairs needed to have pictures- proving that each one had its own damage. The table needed its own pictures as well. There was not supporting evidence that more than one chair had damage. We are submitting the photos for the Revdex.com's review solely please. In the interest of our customer's privacy we respectfully request that the photos are not shared publicly. Also, the pictures were taken in such a way that it was not really easy to identify the damage; it was very difficult to see damages in just about all of the pictures. When the customer stated they were dissatisfied with the initial outcome of the claim, the customer was advised by her Case Manager that they can file a dispute and provide additional support (i.e. additional photos, or additional supporting documentation, anything to help her claim). They were instructed on how to do this. However, the customer did not supply additional pictures for the chairs and table, nor did they dispute and supply any additional support whatsoever. Their dispute was simply an email/letter of complaint without anything to substantiate their claim. No adjustments could be made to the initial settlement amount without support to PROVE that the increase was justified. Therefore, our hands were tied. CSI cannot tell the movers they are liable to pay more money without proving it. We sincerely regret that the customer was not satisfied with the outcome of their claim. Unfortunately, we can do nothing more than what has been done already. Should the customers wish to accept the settlement they may e-sign the release form and it will be automatically sent to their carrier who will send them a check.

We regret that the customer felt the need to file this complaint. We trust that the above explanation enables them to better understand our position on these matters.

As stated, CSI analyzes each claim based on regulations. The closest analogy that we can provide is if you think about how a tax preparation company prepares income taxes. They are not part of the IRS, but they must determine the outcome of the taxes based on regulations. CSI must do the same job but only with moving claims. We ask the customer please attempt to understand our position.

CSI is a 3rd party claims processing company, not insurance. We process moving claims like a tax preparation company processes income taxes. We review the information submitted and determine the movers' legal liability for their customers' claims. Movers are the responsible party for payment of their claims. No insurance is involved. The customer submitted her registration on 08/01/19 at 9pm. At 8:40am EST the very next morning 08/02/19 she received her login email - we have proof of the registration submission and the email back to the customer with the login credentials. The customer is confused and thinking this is an insurance claim, but it is not. It is a valuation claim and the filing requirements are different. If the customer does not submit the proper required information then her claim will be denied on a technicality. We help customers avoid this problem and advise them how to make the best out of their claim. However, we cannot be held responsible for the contract that the customers signed with their mover. The Valuation coverage that the customer chose of $0.60 per pound per article was selected and signed for by the customer before the move. CSI cannot be condemned because the customers chose the free of charge coverage in order to keep the rates for their move more affordable. We still reserve the right to withdraw from the customer's claim due to this undeserving review and require she deal directly with the mover. The customer signed that she understood that CSI is a 3rd party and would not file complaints since we have nothing to do with anything beyond helping with her claim.

First we would like to apologize for any inconvenience the customer may have experienced with the claims process. However, most of the customer's complaints listed are complaints which have nothing to do with CSI. We do not handle the customer's items at any time during the move. We are not part of the movers.

We would like to inform you that the customer's claim filed is not an insurance claim. CSI is a 3rd party claims processing company hired by carriers nationwide to determine their basic legal liability according to Federal Regulations, the governing shipping documents, claims adjusting guidelines, and substantiating evidence. There is not an insurance company involved. This is a Valuation claim which means that the level of liability coverage is selected by the customer on the day of the move. Also meaning that any liability for loss, damage, delay, payment of claim, any/all portions of move or claim are solely their moving company's responsibility. With that said, the customer voluntarily selected and signed for the free of charge, as required by law, Released Liability Valuation Coverage Protection of $0.60 per pound per article in order to enjoy lower rates for their move. The customer had the opportunity to select Full Value Protection Valuation Coverage at an additional cost and they refused that option. Therefore, the carrier's liability in case of negligence is limited to $0.60 per pound per article as dictated on the governing Bill of Lading, signed and agreed upon by the customer themselves. Further, compensation is only due when movers are found negligent and when evidence of mishandling of household goods is proven and legally documented. The customer did not note at delivery that the movers did not deliver the items that they claimed as missing. In fact, the customer signed that everything was delivered. CSI cannot make a determination without evidence to support our decision. The evidence shows that the carrier delivered everything, to which the customer's signature attests. CSI is not part of the carrier who performed the move and not liable for anything beyond our recommendation about the carrier's liability.

We regret that the customer was not satisfied with the outcome of their claim, but trust that the above explanation enables them to better understand our position on these matters.

Yes ma'am, people actually do count their boxes and note anything missing when they receive their items at delivery; even people with large moves. The paperwork states that customers must take these steps in order to prove the mover as liable. The same paperwork that was provided to you at the pickup by your movers. We understand that the delivery time can be very stressful and chaotic. However, when the movers are rushing to bring furniture and boxes into residence, they still need the customer to sign the documents which is when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count for boxes. It may not be the easiest task to complete, but that does give the opportunity to check main items and at least count them to verify quantity. Damages can later be documented by supporting pictures. It is not CSI's regulation that this must be done to prove liability. The law states that you must prove the mover is liable if you wish for them to provide compensation for those items.

CSI's employees are completely sympathetic with your situation. From all of us at CSI we are sending you our most sincere condolences. We are also trying to explain that emotions do not release the employees from their legal and contractual obligations. Every employee at CSI must follow all regulations at all times despite their personal opinions / emotions.

Once again, we genuinely apologize that the claim did not turn out as you had wanted. However, you must try to understand we are bound by the law to analyze claims within the limitations of the contract that you and the mover agreed to. We must also follow all regulations pertaining to analyzing claims at all times. We hope that you may one day find peace and closure.

We wish the customer all the best.

If the customer would kindly look on her documents provided to her from her mover she will find the contact information for Cobra Van Lines. She has had the information the entire time. She could also look on google, the white pages, or any other online site to get this information. This information does not have to come from CSI. We communicate with Cobra mostly through emails set up especially for claims correspondence.

The customer can reach Cobra Van Lines at XXX-XXX-XXXX. We hope that helps resolve her concerns.

We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

CLAIM FORM: There is not a 30 page claim form. Our online system allows customers to simply answer the 1st two questions from a drop down menu. Then they add their missing or damaged items and the pictures. Last they upload the documents. Filing a claim usually takes approximately under one hour if the customer only has less than 15 items to claim. The customer filed her claim for damage to 1 queen bedstead (headboard / footboard / bed rails). She also filed for a delay at delivery; it should not have taken her that long to file.

TIME TO REVIEW THE CLAIM:The time to review the claim was 90 days.
01/29/19 - Customer filed her claim - see the attached file showing when it was received by CSI
("Customer Filed Her Claim")
04/30/19 - Customer was sent notification to log in to her online claim and view her determination of her claim
(see the attached file "Notice Claim Was Completed")

COMPENSATION: CSI is not an insurance company, but merely a 3rd party claims company hired to perform an unbiased review of the claims and determine the movers' legal liability based on the law, based on the contract between the customer and their mover, based on the photographic evidence provided, and based on the customers' level of Valuation coverage that they select and sign for the day of the move. This customer selected and signed for the free of charge released liability valuation coverage of $0.60 per pound per article. This means that any compensation determined to be due will not be based on replacement cost, repair cost, or the value of the item. IF compensation can be determined as due then it will be based on the weight of the item multiplied by $0.60 per pound. Further, the movers are the ones who will be responsible for sending any payment determined as due to the customer.

However, the customer's pictures do not support her claim of damage. We would like the customer to log in and view her determination for her claim. IF she is not satisfied she can file a dispute and provide additional pictures to show there is damage on her bedstead. Please find the pictures which were submitted to us. The damage is not apparent.

UNABLE TO VIEW DETERMINATION: We are curious to know why the customer did not call us or email us to help her log in to view her determination. We are happy to help her get logged in. We are also happy to advise her on how to file a dispute if she wishes. Instead of letting us know that she was experiencing difficulties logging in she filed the Revdex.com complaint. The customer sent us a blank email on 05/06/19 and we then sent her an email advising that her email was blank and asking if we could help her. (Also Attached).

We are resending her the login information via email to allow her to log in and view her claim. IF The customer has questions we ask that they PLEASE CALL US at 772-742-5246 (from 9am to 5pm EST) for help. We will do our best to help.

It is unfortunate the customer refuses to try to understand our position on these matters. We are not insurance and it does not affect us if the customer gets paid. We do not pay claims. CSI simply processes moving claims. Our professional adjusters are UNBIASED and must analyze claims using Federal Regulations, the contract between the customer and the mover, evidence submitted, and the customer's valuation selection they signed for the day of the move.

CSI: CSI does not pay any claims. We process moving claims similar to how H&R Block or Jackson Hewitt prepares income taxes during tax season. You choose which company you want to take your taxes to, and they have a job to do. They take the info submitted by you and determine the outcome. No matter which company you choose to prepare your taxes the outcome of the tax return should be the same. They do not pay you any tax return money due. It is the IRS's responsibility to pay you any money you may be entitled to. On the other hand, if you owe the IRS money, the tax preparation company does not pay on your behalf either, that is your responsibility. We simply review the claims and determine the legal liability of the movers. They pay their customers any compensation determined as due.

Lengthy Claim: Further, the customer may have spent much time filing her claim, but it is not because the claims process is 30 pages (now the customer is claiming it jumped to 50 pages long). Everything is done online and the process is a wizard which asks 2 questions then allows you to put in the info for each item. If you have many items it may take longer. We apologize that the customer had difficulty. However, just like filing this complaint because they said they could not log in to see the results - the customer never reached out to us to let us know they needed help.

We submitted ALL the pictures that the customer provided for her claim. We sincerely ask that the customer and the Revdex.com please look at those pictures and understand that the damage is not obvious. She can file a dispute and provide additional pictures which show the damage. Then her claim will be reviewed by a Senior Adjuster. This is a much better alternative to just being upset and not trying anything. Filing this complaint is not going to get her a better outcome for her claim. It does not resolve the issues at hand. This situation CAN be changed if the customer is willing to do something about it. We are willing to help her. The customer has another chance to get a better outcome on her claim.

document attached

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
CSI's Role: Claims Service International (CSI) is not an insurance company and the customer's claim filed is not an insurance claim. CSI is a 3 rd party claims company hired by movers nationwide to
determine the movers' legal liability for household goods claims. CSI simply processes the moving claims, perform the review and advise the movers of their legal liability based on the contract between the mover and the customer, the customer's valuation selection (level of liability), Federal Regulations, and claims adjusting guidelines. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.
Valuation vs Insurance: Per federal regulations, the carrier must offer two levels of liability. IT IS NOT INSURANCE. The Full Value (Replacement) Protection covers for the full replacement of an article or the repairs of it, whichever is lower. The $0.60 per pound per article option is the basic liability coverage which is based on the weight of an article multiplied by $0.60 per pound per article (regardless of its value) and is provided free of charge. The customer had to option to choose the higher level of coverage, but
declined to do this. Instead they chose the free of charge $0.60 per pound per article in order to enjoy the lower rates for their move. Further, compensation is only due when movers are found negligent and when evidence of mishandling of household goods is proven and legally documented.
The customer complains about the time to resolve the claim:
***This was an interstate move which means that Federal Regulations allow within 120 days from the date the customer submits their filed claim for there to be a resolution sent to the customer.***
l The customer registered to file their claim 01/04/18
l They submitted their filed claim 01/31/18
l On 04/24/18 CSI emailed the customer a settlement offer from their carrier. The customer had 30 days to either accept the settlement offer or file a dispute.
l The customer did not respond until 06/22/18. Their letter did not say they wanted to file a dispute nor did it supply additional support to review to see if the settlement amount could be adjusted. It specifically stated:
¡ "The claim you paid of $18.00 is not adequate. The claim number is wrong and the claim description bears no resemblence to my filing. Furthermore the items left at my home from another customer were never mentioned. There are numerous issues. Please file an accurate settlement."
l On 08/01/18 CSI sent the customer a copy of their filed claim form (per his request) and a letter that they were supposed to file a dispute by 05/24/18.
l Customer sent another letter to 777 Movers and CSI on 04/19/19 complaining about the settlement offer being inadequate. However, once again no additional support was provided. Just a letter reiterating his dissatisfaction. A letter of complaint is not the same as a dispute.
*** Remember, the customer is not our customer and we cannot make any decisions about reopening the claim. We are simply a claims processing service. CSI is only authorized to review the claim and determine the carrier's legal liability, which was completed 04/24/18.
l 777 Movers contacted CSI wanting to go beyond their legal liability as a COURTESY. While CSI could not find the carrier as liable for missing items because the customer did not note on the documentation at the delivery that they were missing (anything at all), the carrier instructed CSI that they wanted to offer the customer whatever the amount would have been if the items had been allowed at the standard weight guide. There were 3 statues which were not allowed because we did not have sufficient evidence showing the weight of the statue. That is all.
While we regret that the customer felt the need to file a complaint, we trust that the above explanations enable them to better understand our position on these matters.

The notes on the claim (which are time and date stamped) state that:

04/15/XX XX:XXpm EST- the customer called and spoke with *** (Customer Service Rep). He stated that *** wanted him to call to start a claim but he already has a claim over 18 months old. Customer stated he did not post a Yelp review and wanted to know why *** sent him an email. *** advised that *** believed that he needed help with a claim. Customer requested to speak with his Case Manager. *** told customer that *** will call him back once available.

04/15/XX X:XXpm EST - *** called customer back. He is sending the registration letter it should arrive tomorrow. Told him as soon as she gets that she will talk to Triple 7. *** said she will call customer back when she hears from Triple 7 (hopefully tomorrow).

05/01/XX X:XXam EST - *** received email from carrier (Triple 7) asking for all the info about the claim.

05/07/XX X:XXpm EST - *** called customer back to ttell him she is working on it. She had called and spoken with the carrier (Triple 7) and they stated they wanted to go beyond their legal liability. She changed the settlement to their instructions to offer more compensation from the carrier.

05/09/19 Settlement Email Sent to Customer (containing the carrier's gesture of good faith offer).

Nowhere in the notes does it say that *** (who is not a Case Manager and cannot help with anything other than getting the claims information submitted or give an update) is going to call the customer back.

The customer must understand that Triple 7 is only one of the 150 movers who hires CSI to process their claims like a tax preparation company processes income taxes. They help customers to know what to submit to have their claim processed. Then their adjusters review the claims and tell the carriers what their legal liability is to their customers based on the customers' valuation selection, the contract between the customer and their carrier, Federal and State Regulations, and claims adjusting guidelines. CSI is not insurance, CSI does not pay the payments for claims, CSI cannot do anything more than process the claims and tell the movers what the LAW says is their basic legal liability. We cannot tell them "well this customer should get more money" as our opinions cannot come into play. It is simply about processing the claims, being UNBIASED, and telling the carriers what they should pay their customers as we can prove to them that they are responsible for the specific proven losses or damages. If we cannot PROVE they are responsible we cannot tell them they must pay for such items; regardless of our personal feelings about anything. Everything, just like a court of law, is determined based on evidence which can be proven without a shadow of a doubt. Judges and lawyers work with hard evidence, as does CSI. So please understand that we have done all we could for the customer; including trying to get the carrier to go beyond the monetary amount that they are liable for.

$0.60 Per Pound Per Article: Please see the attached Bill of Lading contract showing that the customers signed for the $0.60 per pound per article. Please also find the Valuation Addendum which explains valuation and shows that $0.60 per pound per article was selected by Ms. Cara *** on behalf of ***.

Weight IS Mentioned: In the instructions when completing the claim online and in the printed instructions when the claim form is sent via mail it states to provide the weights of the items. Also, on the claim when entering each item there is a section where it asks you to supply the weight. No, customers are not supposed to know the weights, but they can and do look this information up online and provide that proof as weights substantiations. They can copy the links and provide the links so that the adjusters can go to the item online and see the picture of the item and the weight. CSI did not make up the $0.60 per pound per article and how the compensation is determined. This is Federal Regulations. Please look up the Carmack Amendment which details about how interstate commerce is governed by this requirement.

Customer Asks: Furthermore when CSI received my claim on 1/18/18 why weren't questions asked then?
ANSWER: Many customers choose not to do the additional work and look things up. The information and instructions are provided to the customers. We process the claims with the information provided to us. We cannot hold the hand of every single customer for over 150 movers and check to see if they read the instructions about providing weights. We check to make sure that the customers supply the necessary information so their claim is not denied for a technicality such as: Item name, item description, whether is it missing or damaged, if damaged - description of the damage, was it in a box or carton- if so did the box/carton arrive damaged, what amount do you wish to claim for each item, did each customer provide the proper documentation required for the claim, did the carrier provide their proper documentation for the claim, etc. We do go beyond our requirements to help the customers with their claims. We cannot call everyone and ask if they read the instructions about providing the weights of each item, then explain how to do that. The claims process would take 10 times longer as we would get nowhere. We look for things that can be avoided that can cause the claims to be denied for a technicality. This is done for every customer for each of the 150 + carriers as a courtesy! The weights are not mandatory to provide as we can use the standard weight guide for any items which the customers do not provide the weight substantiations for. It is just a request that we make to help customers. If the customers do not want to do that it is fine and we can still process the claim without any denials. Not providing the weights of the items claimed does not cause denials (except for very rare occasions such as the customer's 3 statues. However, that is part of the reason that the carrier decided, that despite the fact that CSI cannot prove they are liable for missing items, they will allow those items at the weights that the standard weight guide determined. AS A COURTESY THE CARRIER GAVE THE CUSTOMER AN ADDITIONAL $82!! The carrier's legally proven liability was $18 but they offered $100).

Unloading of Truck at Delivery / Missing Items: No, the customers are not expected to open every box at delivery. We understand that the delivery time can be very stressful and chaotic. However, when the movers are rushing to bring furniture and boxes into residence, they still need the customer to sign the documents which is when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count for boxes. It may not be the easiest task to complete and that is why the customer has 9 months to file a claim. However, that does give the opportunity to check main items and at least count them to verify quantity. Damages can later be documented by supporting pictures. Missing items must be noted on the inventory sheets at the delivery in order for them to be proven as the carrier's legal liability. Just like in a court of law, nobody can know if the customer left their door unlocked, if the customer misplaced items, if the cable guy or another person accessed the residence and these items disappeared during that time, which is WHY the missing items must be noted at delivery in order for the carrier to be held liable for those items. Otherwise it is a hypothetical assumption that the items went missing during the transport.

Items Left That Were Not Customer's Items: We are only authorized to address missing and damaged items for this carrier. This is not something that CSI can address. The customer should have contacted the carrier about this concern.

***CSI is not part of Triple 7, we do not involve ourselves with their operations, their correspondence with customers, and cannot instruct them to do anything, but CSI can only make recommendations concerning the determinations according to the law about the missing and damaged items for their customers' claims. The customer stated what about his multiple calls to Triple 7. We would have no knowledge of that.

The customer is failing to understand we cannot PROVE their liability beyond $18. They have already volunteered to offer the customer over 5 times their legal liability.

We are attaching the customer's information about their statues. Nowhere in this package is there weight substantiation which is the customers' responsibility to provide.

We regret that the customer is dissatisfied with the outcome of their claim. Unfortunately, there is nothing additional that we can do.

First we would like to apologize that Ms. claim could not be resolved to her satisfaction. Unfortunately, we believe that, based on the complaint, Ms. does not understand what CSI's role is in this process.

CSI: This is not an insurance claim. CSI is not an insurance company, but a claims processing company. CSI processes moving claims like a tax preparation company processes tax returns during tax season. We are hired by movers across the nation to help their customers file their claim then we review the evidence and determine the movers' legal liability. The movers are responsible for payment to their customers, not CSI. Just like H&R Block is not part of the IRS, CSI is not part of the movers who we analyze claims on behalf of. We simply determine the outcome of the claims so the movers can compensate their customers the monies due for their losses/damages.

Damages: SInce CSI is not part of the movers we do not see or touch any of the customer's shipments. CSI is not responsible for any of the damages which the customer details in her complaint. Any proven damages are the sole responsibility of the mover who serviced her move.

Claim: The customer filed their claim 05/26/18. On 06/25/18 the customer was sent an email containing a settlement offer. The amount reflected what their carrier is legally liable for. The rate of compensation is predetermined by the customer's selected Valuation Protection, not an amount that CSI determines, not an amount that the mover just pulled out of their hat. Valuation is not insurance, but a level of liability which is selected and signed for BY THE CUSTOMER the day of the move. The customer selected the free of charge Released Liability Valuation Coverage of $0.60 per pound per article. This does not pay for the replacement of damaged items, this does not pay for the repair of damaged items, but it compensates based on the weight of the item multiplied by $0.60 per pound per article for any item proven to be our legal liability. The customer had the choice to select and pay for the Full Value Protection but they declined this coverage in order to enjoy the lower rates for their move.

Settlement: All settlements must be accepted or disputed within 30 days of when the offer is emailed to the customer. The customer has waited 9 months before advising that they had any interest in resolving her claim. The only inclination that we had that she even cared about her claim is this Revdex.com complaint; there was no word, no phone call, no response to her claim whatsoever. Unfortunately, due to the time which has lapsed, there is nothing that can be done. This, too, is of the customer's doing, not CSI's.

We regret that the customer was confused about our role in these matters. We trust that the above explanations enable them to better understand our position on these matters.

First we would like to apologize that Ms. Casile's claim could not be resolved. Unfortunately, we believe that, based on the complaint, Ms. Casile does not understand what CSI's role is in this process.

This is not an insurance claim. CSI is not an insurance company, but a claims processing company. CSI processes moving claims like a tax preparation company processes tax returns during tax season. We are hired by movers across the nation to help their customers file their claim then we review the evidence and determine the movers' legal liability. The movers are responsible for payment to their customers, not CSI. Just like H&R Block is not part of the IRS, CSI is not part of the movers who we analyze claims on behalf of. We simply determine the outcome of the claims so the movers can compensate their customers the monies due for their losses/damages.

If the movers stop using our services we have no legal rights to proceed with their claims. We have no idea why Relocation Systems stopped using our services, but they did. They may handle their claims themselves, they may have hired another moving claims company, we truly do not know. We must encourage the customer to contact their carrier directly to see what they need to do to proceed with their claim. We have already returned the claims information for all their customers back to the carrier when they said they were terminating services with us.

We sincerely regret that Ms. Casile was caught in this process. We ask that the customer please try to understand this was not of our doing. If it was possible to help her we would do so. Sadly, we cannot.

Document Attached***
While we apologize that the customer is going through this, we cannot be held responsible. We did send her an email notifying her that her carrier terminated services with CSI. Please find the attached copy of the email. We have no additional information for this mover. They stopped with our services and that is all we know. If we could help the customer we definitely would. But you do not have to leave forwarding information when you switch services (phone, cable, claims, etc.). This is what we encountered. We do wish the customer the best and truly hope that she does find resolution to her concerns.

We apologize to the customer for any inconveniences that they may have experienced with the claims process.

CSI: We would like inform the customer that Claims Service International (CSI) is not an insurance company and the customer's claim filed is not an insurance claim. CSI is a 3rd party claims company. Any liability for loss, damage, delay, payment of claim, any/all portions of move or claim are solely those of the carrier (Rhino Relocation).

Settlement Amount: With that said, the customer voluntarily selected and signed for the free of charge, as required by law, Released Liability Valuation Coverage Protection of $0.60 per pound per article in order to enjoy lower rates for their move. The customer had the opportunity to select Full Value Protection Valuation Coverage at an additional cost and they refused that option. Therefore, the mover's liability in case of negligence is limited to $0.60 per pound per article as dictated on the governing Bill of Lading, signed and agreed upon by the customer. Further, the carrier did offer the customer an amount beyond their legal liability and the customer refused it.

Determination: CSI did not try to "low ball" the customer. Per Federal Regulations the customer signed the Revised Estimate in agreement and therefore the carrier reserved that amount of space on the tractor trailer for her items. The space reservation option is what the customer selected and how the move was billed. This decision had nothing to do with CSI, but it was a decision made by the customer when she entered into an agreement with the carrier.

The customer is lashing out at CSI about her complaints with her move - those complaints have nothing to do with CSI.

We regret that the customer felt the need to complain about CSI when her complaints have nothing to do with us besides the amount of compensation is not what she wants - which is not our fault. We hope that the above explanation enables the customer to see the situation in its true light.

That was not CSI. This complaint is one the customer filed against CSI. The customer could have declined to sign in agreement. If the customer took it to court the fact still remains that she signed in agreement and the situation surrounding the signing of the document is hearsay. CSI was not present at the signing of the document. How can the customer expect us to "take their word" for everything? How would the customer like it if CSI "took the carrier's word" on everything? CSI CANNOT be biased. We cannot favor the customer nor the carrier. We will not break the law for anyone! We analyze claims based on the legal documents, Federal Regulations, evidence, and claims adjusting guidelines; not what "he said" or "she said". IF the carrier overcharged the customer in any way we will find it and advise the carrier that the customer is due reimbursement for that overcharge. However, since the customer signed the Revised Estimate it is legal and binding evidence that she did agree for that space to be reserved for her shipment. The carrier agreed, the customer agreed, and the customer wants CSI to point fingers. Again, we follow the law when determining the legal liability and cannot favor the customer nor the carrier.

First we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

CSI Helps: CSI does not make the Federal Regulations which govern the claims process. CSI assists customers meet the requirements of filing a Valuation claim. They are filed and handled much different than insurance claims. Should there be one missing piece of information then the claim can be denied. Since we do not want to see claims denied based on a technicality we review each filed claim and make sure that the required information is present. We assign Case Managers to help the customers make the best of their claim. Case Managers will advise customers if they need additional pictures, better pictures, if they need to supply documents, advise how to provide weight substantiations, etc.

Not Insurance: CSI is not an insurance company, but a 3rd party claims processing company hired by
movers across the nation to determine their legal liability. Movers are responsible for their claims but
some outsource to companies such as ours. Either way, the movers are the responsible party for payment
of their claims.

What We Do: CSI determines if the damages are transit related. CSI processes moving claims similar to how a tax preparation company processes tax returns. The tax preparation company simply performs the review of the taxes and determines the outcome. CSI performs the review of the claim and determines the carrier's legal liability based on Federal Regulations, claims adjusting guidelines, the customer's valuation selection, the contract between the customer and their mover, and evidence provided.

Claim: The customer stated on their claim when they filed it that they selected the Full (Replacement) Value Protection Valuation Coverage. If this were the case the customer would have had to sign for and pay for this FVP coverage. However, there is no evidence that the customer did any of these. In fact, the customer selected and signed for the free of charge Released Liability Valuation Coverage of $0.60 per pound per article in order to enjoy the lower rates for their move. The customer's original quote from their moving broker shows that they were even quoted using the Released Liability Valuation Coverage of $0.60 per pound per article. The governing Bill of Lading also shows that the customer selected and signed for the $0.60 per pound per article valuation coverage. Please find both files attached for your convenience.

Weights: When analyzing claims we must use either a standard weight guide to determine the weights of each item claimed, or we use the customer's claimed weight if their item weighs less than what the standard weight guide says. If the customer wanted us to use the exact weights of their items they had the opportunity to substantiate the weights of their items, but they did not do this.

Dollar Amounts: When customers file a claim they can put whatever amount they wish to claim for their amount claimed. However, if the valuation coverage that the customer selected was the Released Liability Valuation Coverage of $0.60 per pound per article then the amounts claimed are not used to calculate any compensation determined due. With this valuation coverage the compensation is not based on the replacement value or on the repair cost, but the weight of the item multiplied by $0.60 per pound per article.

Fraud: There is not any fraud involved. CSI must analyze claims as required by Federal Regulations and claims adjusting guidelines. The customer is upset that they did not select and pay for the optimum coverage for their items. The choice that they made has nothing to do with CSI. The customer, and the customer alone made this choice. The customer was not truthful and tried to have their claim analyzed using the FVP but upon receiving the documentation it showed the customer's signature on the Released Liability Valuation Coverage of $0.60 per pound per article.

Accept the Settlement: IF the customer was dissatisfied with the settlement offer they could have filed a dispute and provided additional support (i.e. weight substantiations) to see if the settlement amount could be changed. However, they are the ones who clicked to accept the settlement offer from their mover. Please find the attached release form reflecting the customer's electronic signature which is time, date and IP address stamped which cannot be altered. Again, we did not force the customer into anything.

So, we hope that this clears the situation up for the customer and they will understand that they must prove their valuation coverage in order to have their claim analyzed using the FVP, we are not an insurance company, and we tried to help them during this process.

Customer: 'My dryer was broken badly, my China Cabinet broken. I have a $200 brand new weed eater missing, a video cabinet missing, a broken antique Moroccan oven. I was covered up to just over $13,000, I expect half that for missing and damaged items'
CSI: CSI is not part of the movers and did not touch any items.
As we previously stated to the customer, CSI is a 3rd party moving claims processing company. CSI processes moving claims like tax consultants prepare tax returns during tax season. The tax consultant is not part of the IRS, but they know how to help you file the often confusing forms required. Therefore, we did not see, touch, or transport the items.

Customer: 'I felt forced to accept the payment they offered'..
CSI: The customer had the option to file a dispute and substantiate weights for his items, but they CHOSE to accept the settlement. CSI played no part in that.

Customer: I have not a check still as of Feb. 14, 2019 to my Sun Valley Nevada address.
CSI: We have advised the customer more than one time (even in our previous response to the customer) that CSI, is simply a claims processing company and does not make payments. We only review the claim and determine the carriers' legal liability. All compensation will come from the movers directly to the customers. The customer can contact their mover at XXX-XXX-XXXX. If the customer selects an option from their automated system they need to select customer service or any other extension except the one for claims. Their job number will be helpful to give to their mover which is CXXXXXXX. They can ask the carrier about the status of their payment. CSI has no information about the status of their payment.

Customer: I was covered up to just over $13,000, I expect half that for missing and damaged items.
CSI: CSI is not part of the mover, we don't pay claims, and cannot negotiate on their behalf. Further, per Federal Regulations, you are allowed only 1 (one) claim per move and the customer signed the release form attesting that the amount offered was satisfactory resolution to their concerns about that move. We can do nothing more for the customer. They chose to sign that they were finished with the claim.

The customer's complaint is not about CSI's services, but about their experience with their mover and their lack of understanding the valuation coverage that they selected. They refuse to comprehend what we have explained about the claims process (despite our multiple attempts to explain this very same information).

***PLEASE SEE THE ATTACHED CONTRACT WHICH SHOWS THE CUSTOMER SELECTED AND SIGNED FOR THE COVERAGE OF $0.60 PER POUND PER ARTICLE - it is explained there and the customer still chose that option. THIS HAS NOTHING TO DO WITH CSI. They cannot be upset with CSI as we have to use the contract the customer and the carrier have when we review claims. It is the LAW.

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for customers to be less than satisfied with our services.

This is not an insurance claim, CSI is not an insurance company, and we will not be making any payment to customers whatsoever. Their mover is one of the 200 + movers that we analyze claims on behalf of. This mover has hired our services to assist their customers when they do need to file a claim and to advise them (carrier) of their legal liability based upon the contract that the customer and the carrier have. We are unbiased and cannot favor the mover nor the customer. The law requires moving claims be analyzed by the book, period. That is what we do. All compensation determined to be due is going to come directly from the mover to the customer. No insurance, no other paying company, it comes from the mover's pocket.

Federal Regulations state that movers must offer 2 levels of liability called Valuation Protection. Full Replacement Value (liability) Valuation coverage- this must be selected, signed for and paid for the day of the move. This means the mover (if through the claims process compensation is determined to be due) the mover would have the option to replace, repair, or compensate for the item. The other is Released Liability Valuation Coverage of $0.60 per pound per article. This is offered free of charge to customers and most select this option to help keep the cost of the move lower. This means that if proven liable for the loss or damage through the claims process, the mover will compensate at the rate that the customer selected; $0.60 per lb. per article. No matter the value of the item. It is based on a standard weight multiplied by $0.60. The monetary compensation amount is pre-determined by the customer the day of the move.

Last, the customer, not one time during the claims process nor during the dispute process did they ever provide any proof that they purchased the Full Replacement Value Protection Valuation Coverage (FVP). We cannot take the customer's word that they have this coverage, as everyone would claim that they have this. In order to have your claim analyzed using the higher level of liability (FVP) you must prove that this is the coverage that you have. The customer never provided us with any evidence of this coverage. Therefore, the claim was analyzed based on the free of charge Released Liability Valuation Protection of $0.60 per pound per article.

So, we hope that this clears the situation up for the customer and they will understand we are not part of their mover, that they must prove their valuation coverage in order to have their claim analyzed using the FVP, we are not an insurance company, and we tried to help them during this process.

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

CSI is not an insurance company. CSI is a 3rd party claims company hired by carriers across the nation to review their claims and determine their legal liability based on Federal Regulations, the customers' valuation protection that they selected, the governing contract between the customers and their carrier, and claims adjusting guidelines. Any compensation determined as due will be paid directly from the carrier to their customer.

Claims are reviewed in the order they are received. Federal Regulations allow within 120 days from the date the customer files their claim for there to be a determination about the claim or an extension notification sent to the customers.

*The customer filed their claim 08/20/18.
*On 08/21/18 we did reach out to the customers via email (to the email address that they provided when they registered with our company to file a claim) asking the customers to provide support and show that they did, indeed, select and pay for the Full Replacement Value Valuation Protection (FVP). There was no response received.
*On 11/02/18 the carrier provided CSI the necessary contractual Bill of Lading (and supporting documents for the move) which does not show that the customer paid for the FVP
*Therefore, on 11/13/18 CSI again sent the customer an email notifying them that unless they can provide the proof that they paid for FVP, CSI must analyze the claim based on the free of charge basic released liability valuation coverage of $0.60 per pound per article.
*Only then, on 11/13/18 did the customer respond and provide the proof of their FVP coverage.
*11/15/18 CSI completed their review of the claim and sent to the customer's carrier for them to review and approve the settlement amount
*12/18/18 the carrier provided their approval
*12/20/18 the customers were emailed their settlement offer.

The settlement offer reflects the carrier's legal liability based on the support provided by the customer. CSI offers a dispute process to allow customers the opportunity to see what else can be provided to substantiate their claimed damages. Then, CSI can perform a 2nd review of the claim taking the new support into consideration.

Customers have 30 days from the date of the settlement letter to file a dispute and provide additional support for a 2nd review of their claim. We are not certain where the customer came up with they only had 5 days to do this.

Since this is not insurance and we are a claims processing company, the burden of proving their claim and keeping track of the status of their claim is solely the customers' responsibility. Because of this, CSI provides our customers 24/7 access to their claims through our online portal. Every email sent is automatically saved to their claim for the customers to view at any time. Nobody is making the customers chase anything. We do all we can to help customers with this process. However, we do need customers to take the initiative and log in to their claim to check for any status changes or determinations made. We send the emails, but cannot control whether people check their emails daily or if the emails send the messages to junk mail/spam because their spam filter is set too high.

We regret that the customers felt the need to file a Revdex.com complaint. We trust that the above explanations enable them to better understand our position on these matters.

The customer misunderstood the analysis. It specifically states for the one item that if they want to supply pictures for the item within 5 days then they can do this. If they take longer than 5 days to get the pictures then their only option is to file a dispute. See the quote below:

"The items you are claiming as damaged have no supporting pictures to allow a proper analysis of your claim"....... "However, if you are able to provide the supporting pictures required within five days (5) from the date of this settlement, you may do so by replying directly to the settlement email and attach the pictures supporting your claim. Feel free to send multiple emails if needed. If no response will be received within 5 days of the date of this settlement, the only option to request adjustments to your claim will be to file a proper dispute with the dispute department."

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
The customer has no real complaint about CSI besides that she states her case manager did not return her call. However, the fact is that *** was trying to get answers and was also waiting for a reply during the same time. She was waiting for a shred of information or positive news to help get this claim resolved amicably and within the limitations of the contract. The customer did receive a final settlement offer which is based on the carrier's legal liability according to Federal Regulations; the correct carrier who is responsible for the claim, Revolution Moving Systems.
We regret that the customer felt the need to file a complaint against CSI. We would like to ask the customer to withdraw CSI from this complaint as the only complaint about CSI is because the case manager could not obtain any answers for her.

We have our response attached along with the support.

CSI Helps: CSI did not â??stipulateâ?? the claims process. CSI assists customers meet the requirements of Federal
requirements of filing a Valuation claim. It is filed and handled much different than insurance claims. Should
there be one missing piece of information then the claim can be denied. Since we do not want to see claims
denied based on a technicality we review each filed claim and make sure that the required information is
present. We assign Case Managers to help the customers make the best of their claim. Case Managers will
advise customers if they need additional pictures, better pictures, if they need to supply documents, advise how
to provide weight substantiations, etc.

Not Insurance: CSI is not an insurance company, but a 3rd party claims processing company hired by movers
across the nation to determine their legal liability. Movers are responsible for their claims but some outsource
to companies such as ours. Either way, the movers are the responsible party for payment of their claims.
Which Company: Both movers Executive and Revolution took part in this move. Therefore, Executive told CSI
that they would take responsibility for the claim and they told the customer to file under their company. We
proceeded as normal.

Our Role: CSI determines if the damages are transit related. We analyze claims based on Federal Regulations,
the customersâ?? valuation selection, the documents for the move and pictures. The rate of compensation is
based on the customerâ??s valuation selection of $0.60 per pound per article; therefore the weight of each
approved item multiplied by $0.60 per pound per article.
Legal Liability: The carrierâ??s legal liability (whichever carrier is taking responsibility) was determined for the
dispute as $2,099.79. The carrier stated they wanted to add a gesture of good faith to this offer and make the
offer $6,000 total. We sent the settlement letter and release form to the customer as instructed by the carrier
(who is the responsible party for paying their claims as stated above). Please find the amount approval email
instructing us to send the customer $6,000 Exhibit A. When we received the signed release form from the
customer we forwarded it to Executive, and our part in this process was complete.

Explanation: We are not certain what happened, but Executive emailed us on 09/06/18 stating that they were
not the company responsible and that Revolution is the company on the Bill of Lading who should be taking
responsibility for the claim. They stated that they now were no longer willing to be responsible for the payment
of the claim except for the $873.60 originally determined amount. Exhibit B

CSI did not agree with this therefore we issued the $6,000 settlement letter under Revolution thinking that
Revolution would honor the offer made. The customer signed and we returned the release form to Revolution.
However, they would not honor anything beyond what was determined as their legal liability of $2,188.59. They
did not want to add any additional gesture of good faith to this amount to make it $6,000. We cannot force the
carriers to make payment, nor can we tell them they must add a gesture of good faith. We had to issue the
release form to reflect the amount that the carrier was legally liable for and would pay.

CSIâ??s mistake was that once the 2 companies started to play the blame game and passing responsibility for the
claim back and forth, we should have ceased working on the claim all together and referred the customer back
to the carrier for them to handle the claim themselves. As a 3rd party we should have not remained involved,
trying to still get Revolution to match the $6,000 settlement offer because we felt it was the right thing to do.
However, we have never experienced this situation before, and were trying to assist the customer and the
carrier resolve this situation. We have learned from our mistake and will not remain involved should a situation
such as this ever present itself again in the future. The customer should have filed this complaint against the
carrier(s) and not CSI who tried to get this to go through when everyone else who was responsible just tried to
wash their hands off!!

We apologize for the inconveniences the customer experienced. We trust that the above explanation enables
them to better understand our position in this matter.

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

Estimate: When creating an Estimate we are completely dependent upon the customer to supply us with an accurate reflection of the list of items which they wish for us to transport and we need to know which services the customer will need us to perform. Our Estimator spent much time with the customer while they told them their list of items that they wanted us to move. The Estimator made an itemized inventory list and printed it on the Estimate. This Estimate with the inventory list and details about the services ordered is then emailed to the customer for them to review and ask questions or make changes as needed. If the inventory list and services are correct the customer must e-sign this Estimate attesting that the information printed is correct. The inventory list consisted of 369 pieces estimated to occupy 2,093 cubic feet. We accounted for 2 flights of stairs at the destination which were listed for a charge of $100. They also ordered $75.06 in packing materials. We gave them a courtesy discount in the amount of $2,000. The customer stated they wanted their items delivered to a STORAGE FACILITY so we included 60 days of free storage per our customer's request, plus we were planning on some packing materials for no charge.

Weight Verses Cubic Feet: The universal method of conversion for converting cubic feet to weight is to multiply the cubic feet by the number 7; and from weight to cubic feet is to divide the weight by the number 7. Please note both cubic feet and weight are listed on the Estimate because of the conversion.

Binding Estimates: Binding estimates as clearly indicated in their name, whether based on cubic feet or weight are binding on both the customers and the company. Such estimates if based on weight do not require a weight ticket since they are binding. The only way to change a binding estimate is to write a revised binding estimate that automatically cancels out any previously given binding estimate. The revising of an estimate must be due to a change of order which results in a change of charges. Weighing shipment and adjusting the prices accordingly is only an option with a non- binding estimate.

Truck / Tractor Trailer: We had sent a 26 foot moving truck which is the largest size of truck used to pick up shipments until they are consolidated with other shipments on a tractor trailer and sent on a route. It is not normally efficient to send a tractor trailer for a move not estimated to occupy more than a 26 foot truck unless the pickup is located and scheduled where it can be easily incorporated into an existing tractor trailer route.

Increase: Upon arrival to the origin the foreman doesn't always recognize that additional items were added to the original list of items to be moved. Especially if such information is not offered by the customer in advance. Therefore, the crew is ordered to commence the wrapping and loading of items that they can identify from the itemized inventory list on the Original Estimate. However, once additional items are identified, the foreman will cease work until they carefully inspect the entire shipment, issue a Revised Binding Estimate listing the additional items which are not on the original inventory list and the price for us to service those items. At this point the customer has 3 CHOICES:

Cancel the move - the customers can decide to cancel the move and no additional charges will be imposed other than to pay for the services already rendered.
Keep Original Estimate - customers can decide to only ship the original items list (or the equivalent weight / space) and utilize the services originally ordered for no additional charge.
Accept the Revised Estimate - customers can accept the newly revised estimate listing the additional items and services now requested and complete the move.
The customer chose to sign the Revised Estimate then instructed our movers to commence with loading the rest of the items and to include the additional items which would fit on the truck; agreeing they would be responsible for payment for all services listed on the Revised Estimate and the total estimated price (therefore, the customer knew about the increase in the price and still agreed - before midnight as they claim in their complaint).

Leave Items: Our movers did everything they could to fit as much into the truck as possible. The customer had 120 additional pieces that we were able to fit. The additional items now made the shipment size 3,600 cubic feet. That is an additional 1,500 cubic feet that we fit on the truck; which was MAXIMUM CAPACITY PLUS. The other items the customer would need to decide whether to find another way to transport or leave them. This decision had nothing to do with our services.

Working Until Late: If the customer had let us know ahead of time that they wanted all those additional items serviced we could have planned and dispatched 2 trucks and additional movers. However, we did not know; which caused our movers as well as our customers much frustration.

Storage Facility: We have a hub in Miami and a hub in Maryland; we do not have a storage facility in Colorado. The customer must have confused our services with the services of the previous company's quoted services. We know that our warehouse facilities are clean, dry, and insect/rodent free. It would not be faster to store it in another facility further away from our hubs, and where we also chance problems with any of the above mentioned issues.

Delivery Date: Per our notes in the system the pickup of this shipment occurred on 06/25/18. The customer did not advise about a definite delivery address and their First Available Date (FAD) that they could accept their delivery until 07/24/18 via an email. They requested their FAD as 08/13/18. We are allowed up to 21 business days from that date to attempt the delivery of the shipment. Therefore, we worked the delivery details into a route and consolidated others along the way to make sure the tractor trailer was full and the route was efficient. The customer was delivered 08/18/18 which was well within the allowed delivery window.

Workers: The customer must understand that you cannot fit 5 or 6 movers in the cab of a tractor trailer for a long route. Sometimes these movers are on a route for 2 months at a time before being able to return home; performing pickups and deliveries along the way. However, we have other movers with whom we have worked with located in various regions of the country that we can call for assistance when we require additional laborers. These persons are qualified movers or previous movers.

Reassembly: We will reassemble basic and non complicated items. Anything complex or which can pose a liability issue we will not reassemble; even if we disassembled the item. If the item requires special tools or has additional steps which our movers do not know we cannot take the chance of the item breaking and causing our customers physical harm.

Damaged Items: The customer filed a claim with our 3rd party claims company, CSI. The rate of compensation is predetermined by the customer's selected Valuation protection. Valuation is not insurance, but a level of liability. The customer selected and signed for the free of charge Released Liability Valuation Coverage of $0.60 per pound per article. This does not pay for the replacement of damaged items, this does not pay for the repair of damaged items, but it compensates based on the weight of the item multiplied by $0.60 per pound per article for any item proven to be our legal liability. The customer had the choice to select and pay for the Full Value Protection but they declined this coverage to enjoy the lower rates for their move.

However, we would like to encourage the customer to file a dispute with CSI and provide them with additional evidence about the weight of their loveseat and ask CSI to readdress the issue of their claimed overcharge. We have provided CSI the required authorization to proceed and address this concern of overcharge instead of handling this issue internally as we had initially wanted to do. This way the customer will know that the determinations about their claimed issues are reached without bias. The customer needs to file their dispute soon as they only have 30 days from the date the settlement offer was sent via email to them.

We regret that the customer felt the need to file a complaint. We trust that the above explanation enables them to better understand our position on these matters and they will hopefully find satisfaction through filing a dispute.

CSI is a 3rd party claims company that reviews claims and determines the legal liability of moving companies. Claim settlements are determined according to the Valuation protection selected by the customer, and using Federal, State, and Local Regulations. The customer selected and signed for the free of charge Released Liability Valuation protection of $06.0 per pound per article. This protection means that the compensation rate for each item deemed as the movers legal liability is compensated based on the weight of the item not the value or replacement cost. Below you will find the occurences of the customer's claim.

07/20/18 Customer registered to file a claim. CSI emailed the customer a Registration Acknowledgement email
and her claim ID # with her login credentials the same day.
07/23/18 Customer submitted her claim and CSI emailed customer acknowledgement of her filed claim.
10/31/18 A settlement offer was emailed to the customer.
11/05/18 Customer filed a dispute and CSI emailed her acknowledgement of her dispute.
11/15/18 CSI emailed the customer a dispute settlement letter and release form. Customer electronically
signed the release form (accepting the settlement offer) and it was immediately sent to her carrier so
they can process her payment.

Being a 3rd party claims company, CSI is not responsible for payment of claims. Therefore the customer must contact her carrier about the status of her payment. As a courtesy we will also contact the carrier to advise them that the customer is wanting a status of their payment.

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customer to be less than satisfied.

We wish to know the number that the customer is calling and which extension or option he selects from the automated menu so we can review all the records. Our phone calls are recorded and logged on records on the computer. We can review these records if we know which number the customer is calling.

Further, we were informed that the customer settled directly with their carrier which therefore cancels the claim. Since CSI is a 3rd party claims company, not an insurance company, who is hired by movers to assist their customers through the claims process and determine their legal liability, CSI does not pay claims. The carriers are responsible for the payment of their claims. The customer's carrier has already reached an agreement with the customer and is going to pay him an amount beyond his legal liability.

We regret that the customer felt the need to file a Revdex.com complaint. We trust that the above explanation enables them to better understand our position on these matters.

The customer is not quite understanding that the mover is the one who pays any settlement amount determined as due; whether it is through the claims process with CSI or the mover offers it directly to the customer. No matter what, the money comes from the mover. The customer can choose either to accept the generous offer from the mover or what CSI determines as the mover's legal liability which would not include any additional funds. The compensation would be determined based on the weight of each item proven as the mover's legal liability multiplied by $0.60 per pound per article. The total weight of all of the customer's claimed items totals 85 lbs.

The customer's carrier (mover) was going to reach out to him and touch base to try to better explain this situation so the customer understands what their options are.