Lile Moving & Storage

I have been in touch with this shipper to discuss the issues she has noted.  Shipper is at this point unwilling to pay for the services that were performed ($2367.99) as a prerequisite to filing a claim (WAC 480-15-800).  I have spoken to our insurer to advise of the situation and...

they have agreed to handle the claim direct with this customer with the knowledge that the account carries a balance due, but they need shipper to complete a claim form listing damages to her property and belongings in order to begin the settlement process.  Shipper has told me she is incapable of initiating or completing a claim form.  I have been trying to call her (leaving 2 voice mails) so that I can discuss any available option she may have to obtain assistance from a friend or family member, but with no success to date.   I will continue to call so that we can do our best to resolve within the limits of our liability.
Our standard claim form and instructions have previously been provided to this shipper but are also attached to this reponse with a request that they be forwarded to the customer on our behalf.

This shipment moved via [redacted] Van Lines from Seattle, WA to St Paul, MN.  As such Lile was the booking agent and performed origin services including packing.  Transportation services were dispatched via [redacted] Van Lines as per our agency agreement.  The shipment...

was quoted at a Not-To-Exceed price of $11,681.62.  This price covers all items and services included on the original estimate with any items added at a later date to be documented on a Change Order and added to the original price.  The discrepancy in the amount quoted of $11,681.62 and the revised price of $12,636.38 is due to increased packing charges of $954.76.  It is my understanding that there was a storage trailer at shipper's residence that was not originally going to be moved, and then those items were added to the shipment.  There also were a number of items that were to be owner-packed that were not, both of which added to the number of cartons packed by Lile.  Per Consumer regulations a Change Order was executed for this increase in price and signed by the shipper, a copy of which is attached to this email.
Please note that although it seems that items from the storage trailer were added to the shipment subsequent to the estimate being performed, no increase in transportation charges was made to the original price so that while the actual weight was 17,220# and the estimated weight was 13,776#, the actual charges were based upon the lower of the two weights. 
Finally it should be noted that while the majority of the goods (~10,000#) were delivered on time in St Paul, a smaller, but still significant, portion (~7,000#) of the shipment would not fit on the original truck and was indeed delivered several days late.  [redacted] Van Lines has offered delay compensation of $200 to the shipper who, based upon my knowledge, has thus far declined to accept.

Complaint: [redacted]The check has not arrived as of Monday, 3/21/2016, and the repair to the furniture has not been performed yet.  Once this has been completed, then we can consider the issues resolved.Sincerely,[redacted]