Moving Insurance

Review: We used Moving Insurance LLC to insure high value items in a move from [redacted] to [redacted] in Oct 2014. Upon delivery, items had been damaged in transit and were noted on the moving forms as well as photos taken at delivery. Some photos still had the blue moving blankets under the items or around others in the background. Moving Insurance LLC has found every reason possible to deny the claims, even stating the damage was not present at delivery even though noted on forms and photos were clearly taken at delivery. The main reason for denial is they state we were required to pay for repair estimates prior to submitting our claim. Since those were not obtained, as we believed the items were complete losses and our contract did not require us to do so, they tried to close our claim on the basis that we did not get repair quotes and submit them within the 45 day claim process. That was not in our contract and a customer cannot be required to spend more money out of pocket for a claim to be considered. Since we did not have those quotes, they agreed to still review the claim and within a half hour tried to offer 10% of the items' value, which is completely unacceptable. They also denied claims on artificial plants which they destroyed stating they would have been destroyed under any level of care. Seems quite unethical and illegal to me to charge a premium on items you have no intention of covering.

We were forced to request arbitration and even that process has been difficult with them. They themselves wrote the rules for arbitration and deadlines, and have failed to meet abide by them. [redacted], Vice President of Risk Management has been rude and dismissive. We are hope the arbitrator rules in our favor given the facts and the manner in which Moving Insurance LLC treats their customers. Perhaps the others above that have written will join to write to the insurance regulators and state authorities as the business practices are deceptive and unfair if not unethical.Desired Settlement: We are currently in arbitration with the company and awaiting their review and decision. The company needs to honor its contracts and abide by its own contractual terms and cease attempting to impose non contractual terms for payment.

Business

Response:

The claim adjuster assigned to this claim did adjust this claim legally based on the terms and conditions of the insuring contract. The customer did not submit information that was requested in order to do a thorough review of the claim. the contract the customer signed DOES specifically state that the customer will submit any information requested within 60 days of our request, and will cooperate in the settlemnt of the claim. As the requested information was NOT submitted, the adjuster made a goodwill appearance allowance for those items the customer did not provide the required information on. The customer disputed this and requested arbitration. I did request the adjuster to try to negotiate a settlement prior to going to arbitration, which is part of the rules of the arbitration. The customer declined this; I was not rude and dismissive at all. I was neutral and simply confirmed to the customer that at their request the file was sent to arbitration. I am not commenting on anything because the file is with the arbitrator and we cannot discuss the claim any further until the arbitrator makes a ruling.

Consumer

Response:

I am rejecting this response because:Upon submission of our initial claim, the company then tried to impose a new condition at the expense and burden of their customer which was not in the contract. This new condition was requiring the customer to obtain repair quotes, at their own cost, before a claim would even be considered by Moving Insurance, LLC. Offering an arbitrary 10 percent of the value of items after a 30 minute review, or denying items coverage was purchased for stating they would have been destroyed regardless of how they were handled is not good faith. Clearly we are not the first to experience their deceptive business practices.

Review: Our apartment was flooded and damaged on Jan'12 and our property was moved and stored by [redacted] and insured by Relocation Insurance Group highly recommended by [redacted]. Our original contact for the insurance was [redacted], Customer Service Manager' ###-###-####. The insurance was paid by credit card monthly. We valued our property and artwork to be stored at the Shipment value of $160,000.00,costing us a monthly fee of $400, until 1/27/14 when the fee jumped to $480. Much of furniture was damaged during the move back. We contacted [redacted] within five days and she informed us via e-mail on 3/11/14: "To get the claims process started... within 45 days from the date of delivery... We will be sending you a claim packet, via email, to fill out once you have submitted your claim." So we filed a claim and waited for the "claim packet". We had to call Moving Insurance a few times when we didn't receive any claim packet. After threatening with going to Revdex.com, we finally got a claim packet on 05/15/14 over email, handled by [redacted], Claims Adjuster, [redacted] MO [redacted], Tel: ###-###-#### with instructions what to do. We mailed the claim before the specified date of 07/14/14, on 07/08/14, to both Moving Insurance and [redacted] requiring receivers signature as proof. We only heard they closed our case. It is very clear to us that Moving Insurance, LLC dba Relocation Insurance Group, are avoiding any responsibility to pay for our damages. Also, on 03/0614 [redacted]'s personnel damaged or front door handle and lock. We have photos of all damages.Desired Settlement: We want be reimbursed for: damaged property $6,700.00, damaged artwork repairs $2,250.00 from Moving Insurance. From [redacted] we want $280.00 for the damaged door handle and lock.

Business

Response:

This customer did file a claim notification with our company on April 12, 2014. The insurance underwriter was handling all claims at that time, however, they said that there was some discrepancy as to whether they were actually liable for this claim, or a previous insurance underwriter, and therefore, finally on May 15, 2014, Moving Insurance decided to proceed with gathering the information and investigate the claim based on the terms of the insurance. We sent the customer a Reservation of Rights letter as part of the claim packet on May 15, 2014. This is attached.Part of the contract allows the insured up to 60 days from the date we send them the claim packet to provide us with the requested information to support their claim of loss or damage. We did not receive anything from the insured at all within 30 days, so the claim adjuster sent a courtesy follow up reminder that they had until July 14, 2014, to submit the information or their file would be closed. Nothing was ever received, so on July 15, the file was closed accordingly.On September 23, I received an email from the insured stating we received the required documentation on 7/10/14. I reviewed the entire file, as well as the actual email box of the claim adjuster, and confirmed back to the customer that in fact there is no record of them ever submitting anything at all to our company. They then replied in a very rude manner that they had proof of it "and this is a case for the Revdex.com". This is attached.I then responded again that we had no record of receiving any information from them, and asked her to please provide the address she mailed the information to, along with the signature of whomever signed for it, along with the carrier used and the tracking information.We never received another response, until the Revdex.com complaint. Based on the facts to date, this customer did not ever submit any of the information to support that they even had a claim, and their file was closed accordingly.

Consumer

Response:

I am rejecting this response because:As seen on USPS Tracking page (I made a jpg-file of USPS webpage) the packet we mailed was signed for 1. July 10, 2014, 12:44 pm by [redacted] (USPS to Moving Insurance Tracking Info Pic 7-10-14.jpg)The papers mailed to Moving Insurance contained: 2. CLAIM REPORTING INSTRUCTIONS.pdf This is the address to which the claim packet was sent.3. Claim PRESENTATION OF LOSS filled out.pdf4. Moving Insurance claim 4-10-14 numbered 5-21-14.pdAlso submitted were Invoices for repair of damaged items, but Revdex.com's limited space doesn't allow for more uploads.

Business

Response:

As stated previously, we had notified the customer that we did not receive the completed claim packet. I have checked with the UPS store where the package was received, and they confirm receipt at their facility on July 10, 2014. However, the employee that signed for this is no longer with the company.If the insured had provided the tracking information previously, when we requested, it is possible we could have recovered the package. Now that is not possible. Additionally, if they were able to provide the Revdex.com with photographs electronically, I am not sure why they could not simply provide these and the other requested information to us directly. I have again attached the claim reporting instructions that were sent to the insured, along with the claim form. I do not see that the claim forms listing each item, it's corresponding inventory #, description of damage, replacement values, claimed amount and the required repair estimates included in the attached.As the information was accepted on our behalf on July 10, we can accept that information, however, it does not appear that ALL of the information was submitted, which would allow us to complete a thorough review of the claim.If the insured has this information and can provide to us by next Friday, November 20, 2014, we will complete a review of the claim, and adjust this based on the terms and conditions of the insuring contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1. To blame someone else, allegedly not with the company anymore, is extremely poor business practice. It's not our problem to deal with Moving Insurance incompetent management and routines. Did the person(s) bring the claims with them home when they quit? Where is our claim? We are now also seriously question the lack of security routines for sensitive data and are adding this to our complaint. How about credit card information we used for paying the fees? What are the security routines? We called [redacted] some 5 times and (even [redacted] tried to make her reply) she never once returned the phone calls. Moving Insurance just claimed they never received our claim, AFTER we emailed them about the status of our case. So why would we even begin to believe the poorly managed Moving Insurance Company without involving Revdex.com.2. All of a sudden Moving Insurance admits to receiving our claim after totally denying it earlier. No mail records in an insurance company? That's another proof how mismanaged business it is and that their credibility is zero. They're fast to charge us, but faster to avoid responsibility, typical fraudulent behavior.3. To overcome Revdex.com's file uploading deficiencies I will attach the documents of the claim we mailed to Moving Insurance. NOTE We have tried to attach our claim to this response, but get a 404 Server Error and can't upload anything...4. I will also add that we sent the claim packet to [redacted] (the moving company), but USPS could only leave a notice because "No Authorized Recipient Availble" on Thursday July 10, 2014 12.52 PM. Considering all damage [redacted] caused to our property, it certainly adds insult to injury not even accepting our claim form, since we are supposed to notify them too.5. How on earth are we going to be able to reply to a response at the latest 11/20/14 when we got the Revdex.com email asking for our response on 11/24/14 10.57AM, which after the deadline date? The 10 day lag seems to be a Revdex.com issue and should not be held against us.

Regards,

Business

Response:

All claim mail for our company is received at a UPS Store. I have spoken to the manager, who confirms that one of their employees did in fact sign for your paperwork on July 10, 2014. However, that is where the trail ends. They have no record of turning the package over to an employee of Moving Insurance. As stated previously, if you had simply provided me with the tracking information and name of the person who signed for this package when I originally asked, the package could have possibly been recovered. However, as you refused to provide any information, and the employee since left the UPS store, and so many months have passed, we were unable to do anything. Additionally, you not providing the information via email or fax also prevented us from having any information to review. At the request of the Revdex.com, I am including them in my response to you. We have completed a full review of the claim information that you submitted through the Revdex.com office, and we have adjusted your claim based on the insuring contract you accepted prior to purchasing the coverage. Please note that we are legally obligated to adjust all claims based on the contract. Please carefully review the information included in the letter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Be careful all potential users of Moving Insurance. There are a lot of fine print exclusions, all written to help the insurance company deny your claim. Same old story. Our apartment was totally destroyed because of incompent and neglected maintenenance by our landlord. As a customer of Moving Insurance, you are supposed carefully read and know the fine print exclusions that was never presented to you in the first place. Never mind that your life is a catastrophe because of the flooded apartment; it's much more important that you read the Insurance Contract. So, when I asked what was covered the reply was from Moving Insurance "everything on the list." Yeah right. Look at these examples of statements we got from Moving Insurance (quote): "The entertainment unit and 2 nightstands are constructed of a veneered chipboard, particle board, MDF or similar; therefore damage to these items is specifically excluded from coverage." Why were we told by Moving Insurance that furniture is covered by the insurance? That's simply not true. "The sculptures... and paintings... were not professionally crated in solid wood crates as required; therefore damage to these items is a specific exclusion of the coverage." Indeed they were not "professionally crated", but this puts an unreasonable burden on the customer (us) to be able to know what needs to be "professionally crated". We believed that the horrible moving company "[redacted]" would know and inform us, since they recommended "Moving Insurance" in the first place. This whole move has been a disaster and has been arrogantly neglected both by "[redacted]" and "Moving Insurance." Both "[redacted]" and "Moving Insurance" benefits from this; "[redacted]" makes an extraordinary sloppy move and saves money on packing material and on man hours spent; "Moving Insurance" in turn can deny reimbursing because of inadequate packing. However, we need to get on with our life and we are going to accept the offer from Moving Insurance. Great! You pay over $6000.00 to insure your property and get half back. We are not going to use Moving Insurance or [redacted] if we ever need to move again, that's for sure."

Regards,

Review: To whom it may concern: I hired [redacted] Moving & Storage of [redacted] to move my furniture out of storage from my previous residence in [redacted] into storage at [redacted] storage facility & from the facility to my new residence in [redacted]. I purchased on top of the insurance provided by [redacted] additional insurance from an insurance company recommended by [redacted] . I paid $ 300 for this additional insurance. , Moving Insurance, LLC dba Relocation Insurance Group, LLC, 1243 Water Tower Place #262, Arnold, MO 63010, 636-235-1370 Phone, www.relocationinsurance.com

On the delivery day the furniture arrived late. The delivered my content completely trashed boxes where completely pressed in including the content and furniture punched in, something unrepairable. Damage in the amount of over $ 2800.

I received a responce from the insurance with a settlement offer of $ 110 and the following statement: For and on behalf of [redacted] Insurance Company, in reviewing the facts of the loss, the mover's documents and the terms and conditions of the certificate of insurance we will settle this claim per the attached. Please carefully and thoroughly review the attached letter for complete details.

This is a settlement offer from an insurance company recommended by [redacted] giving me a settlement offer after reviewing the movers documents. Very questionable practice. I truly thought that I paid the insurance company the insurance premium of $ 300.

I refused settlement at $ 110 and demanding replacement and repair cost in the amount of $ 2,873.Desired Settlement: payment of $ 2,873

Business

Response:

This customer hired a moving company to move their items. They then came to our website, filled out an online application and purchased insurance. The coverage they purchased was subject to specific terms and conditions. The customer did check off in four separate places, before signing electronically, that they read and agreed to these terms.I have attached the insurance policy, which includes the full terms and conditions of the coverage that the customer accepted PRIOR to actually purchasing the coverage. Additionally, I have attached a copy of the settlement letter.We are legally required to adjust all claims based on the insuring contract. The customer was instructed to provide any additional information they had to support their position that they complied with the terms and conditions. We do not show that any additional documentation was provided. As the claim was adjusted based on the terms and conditions of the contract, we must maintain our position on all items. An offer was made to the customer, and upon their return of the release form, payment will be issued.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I was at all times in contact with Jeff H and I even offered that he can send an insurance adjuster to my home, I still have all the damaged goods stored away.He never responded to my offer. I always complied to his requests right away. In regards to his last email see as follow: I requested more information why I was only offered $ 110. To this day I did not got an answer. I also requested information on the movers documents, that in regards to his prior email was so important for the settlement. I guess the movers report, who trashed my content is more important than my respons who paid the additional $ 300 for the insurance. Their is most definitive something wrong with this picture!His last email before sending the settlement offer was Jeffs last email: Ms. [redacted], For and on behalf of [redacted] Insurance Company, inreviewing the facts of the loss, the mover's documents and the terms andconditions of the certificate of insurance we will settle this claim per theattached. Please carefully and thoroughly review the attached letter forcomplete details. Sincerely, Jeff H, Claims Adjuster, Moving Insurance, LLC dba Relocation Insurance Group, LLCI deserve a better explanation than just I didn't comply. Sorry I responded to all his messages, he didn't. I paid 3 times, 1. I paid the movers in full that damaged my content. I paid $ 300 to Movers Insurance to cover my content, and now I am suppose to pay for all the damages ........... wow :-( If somebody rejects the settlements, thats it for an insurance company, just keep quite than we don't have to pay anything instead of responding???? I have no words.

Regards,

Business

Response:

We have already provided the documentation showing how the claim was adjusted. For clarification purposes, this customer did in fact accept all of the terms and conditions PRIOR to purchasing the policy. She accepted the following terms, ALL of which were BOLDED in the contract, AND were brought to her attention specifically during the application process, on the page where she could list her high value items (Specifically stating that any items constructed of MDF/particle board type of materials are NOT covered by the insurance, AND that any breakable/fragile/delicate type of items needed to be professionally packed by the mover in order to be covered), and again on the payment confirmation page.Two items were denied because they are constructed of MDF/Particle board, and a specific exclusion of the coverage.This customer packed her own lampshades, vases, plates and toaster. The only time that the underwriter will cover damage to items packed by the owner is when the owner documents damages to specific boxes at the time of delivery and photographs these unopened boxes. There is nothing documented regarding damage to any boxes that would have caused damage to the contents of those boxes, therefore, the items are not covered by the insurance. Two lamps were denied. They were not professionally packed into lamp cartons as required. That is the specific condition of the coverage for lamps specifically. As this was not done, they were broken, and not covered by the insurance. And finally, the mattress was not professionally packed into a mattress carton as required. When the mover loaded the mattress, they documented that it was stained and worn, and the bottom and side corner were torn. She signed this at origin as a true and accurate inventory of the goods tendered to the mover, and their condition. As this damage was present PRIOR to the move, this was not covered by the insurance.We maintain that the claim was handled per the terms and conditions of the coverage, and therefore respectfully maintain our position on all items. An offer to repair damaged items was made to the customer for certain items, and she has until November 16 to return her signed release, at which time payment will be processed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The mattresses did not show any drag stains, I would like to see the photographs. I photographed the same issues the movers found as they picked up my content, see attached - it showed the mattress covered in a plastic cover. This was the only damage this mattress had, a hole in the liner in the back, you need to see the hole now and the spring box from the queen mattress also the stains. Both mattresses left my house clean and intact, besides on small hole. I offered the moving insurance multiple time to come to my home to assess the damage, but they didn't bother it appears the person that pays for the insurance is found guilty and the company that did the damage is the one the insurance company wants to believe, I guess I don't have to wonder why. Please email me the pictures with the stains and the holes as the pickup movers noted the stains. I don't know what they have in their reports, I would like to see this as well, so I can file fraud charges against the moving company. Also my cleaning women arrived after the movers just had moved the 2 cabinets into the moving truck. She is a witness how both of my mattress looked before the move, she has been cleaning for me for the past 2 years and she was shocked as she saw them after I moved into my new home. She said she would file a law suit against this moving company. Also as the movers delivered the boxes to my house I showed them everything they delivered broken including the boxes. They didn't care just walked away and kept on dumping my furniture into my new home.

Regards,

Business

Response:

The photo of the mattress provided by Ms. [redacted] shows the mover with her mattress at origin and it was not packed in a mattress carton as required by condition (ab) of the policy. Ms. [redacted] signed and agreed top these terms an conditions prior to purchasing the policy and based on the photo she was aware the mover was not transporting her mattress as required. We require mattress be packed in a mattress carton as when they are only wrapped in plastic, it gets torn and due to most mattresses being white they stain easily. Especially when they are being taken out of the home and put on a truck with other items such as lawnmowers, BBQ grills, etc. WE did not need to send anyone to Ms. [redacted]'s home as the mattress was not packed in a mattress carton as required, the bookshelf and desk are made or particleboard which is not covered per exclusion (g), and no exceptions were made for any damage to owner packed boxes at the time of delivery as required per Exclusion (a). We require this as when a customer packs their own cartons we no knowledge of the contents ,the condition of the contents, or the method of packing. As such, we are unable to assume liability for damaged contents of owner packed items without evidence of mishandling to the carton. We regret the claim cannot be resolved as requested and hope this clarifies the basis for our claim settlement position.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:BBQ's and lawn mover?? First at all I expect from a professional moving company not to put a white mattress on a lawn mover or a BBQ, I can't think of anyone who in his right mind would even do this! Second at all I moved from a townhouse to a condo without BBQ and without lawn mover. And I moved many times before and I never had problems, but maybe this si what you get when you get moving insurance, than nobody cares anymore. I requested already 3 times the report the moving company send to the moving insurance company. Since I paid the moving insurance company $ 300 and the moving company over $ 1,500 I am clearly the paying customer. If somebody ignores my request 3 times, that makes me wonder why. For the last time I am requesting the report send from the moving company [redacted] to the Moving Insurance. I paid two parties enough money to transport my furniture and to insure them. My contest was trashed and treated like garbage and I should pay for the damage. There is most definitive something wrong.

Regards,

Please do NOT purchase any insurance from these people.The moving insurance was a total waste of my money. During the move I purchased the insurance from Moving insurance LLC. The following claims were refused
1. My sofa had mould and the legs were missing. They said that they wont cover mold and the legs I can purchase off a fuzzy website for cheap..
2. My computer desk was broken which was wood and my bed frame had scratches. they told me that my desk which was wood didnt look like wood. I told them to come and verify but they didnt settle the claim and wont take the claim.
3. My TV stand was broken which they said that they wont cover as I didnt report it within 48 hours of delivery. They told me I had 45 days to file a claim but when I filed a claim they had a small point in there big contract that we have to inform them within 48hours. Seriously, What is the difference between claim and inform. So they wont cover that too
And later the lady told me to file it with the movers and get whatever they would give.
Please do not waste time and money on these.
My claim number is : [redacted]
My policy no. is [redacted]

Review: I insured several specific items in a move as opposed to insuring the entire move.

My claim involved four items. One was a metal base lamp. The claim form required answers based on the mover's inventory page, item number, item, age of item, cost, etc. as well as photos and additional paperwork.

In order to comply with the form,I discovered one item on the mover's inventory list as "LAMP". I therefore gave the inventory page and item number on the claim form.

The claim was denied on the basis that the lamp was not mover packed in the appropriate carton. My response was the entire move was mover packed in their materials: cartons, tape, paper. Ms. [redacted] says the inventory clearly shows the lamp was blanket wrapped. My response was that that LAMP entry must have been the floor lamp whereas all other lamps and lighting fixtures also insured were obviously carton packed. Again denied. I further asked Ms [redacted] if I had supplied a different inventory item number for that lamp, would she have paid the insurance on it. She never replied to that question. The reason is obvious. If yes, she would have to pay the claim because the item would have been carrier packed. If no, it proves her blatant refusal to honor the insurance contract.

In addition, Ms [redacted] incorrectly read the LAMP as being blanket wrapped. By further examination, I see that there is no indication of a blanket next to LAMP whereas such indication is shown for other items.

She also denied the rest of my claim, lumping the three damaged mirrors which were packed in picture boxes (25 of them) with china boxes for a total of 61 boxes. That math allowed her to reduce payment to the point of not meeting the deductible and therefore no payment was made for damages I suffered in the move.Desired Settlement: Ms [redacted] should honor the agreement by paying for the lamp, three mirrors and the statue.

Business

Response:

This customer purchased insurance on our website. While going through the online application, she was prompted on three separate pages to list all items to be insured. Additionally, the instructions specified that all items had to be individually listed and valued. Further, the instructions specified that any items lumped together in a group would be considered of equal value. The customer actually had to complete all information, then check off in four separate places before signing electronically, that she read and agreed to the terms of the insuring contract.

When she filed her claim notification, she was sent a claim packet with full instructions on how to fill out the forms and return to us for review. This included information identifying each item being claimed with a description of the item, its' corresponding inventory # matching the mover's inventory form, the type of damage sustained, etc. The customer completed these forms and submitted to us for our review.

Regarding the lamp, this customer specifically filled out the documentation identifying a damaged lamp as item# 81 on the mover's inventory form. This item was clearly inventoried as blanket wrapped,, which based on the insuring contract, is NOT adequate protection, and therefore specifically excludes damage to this item. Based on the information available to us, we have no choice but to maintain our position of denial on this item.

Regarding the other items being claimed, unfortunately the customer chose not to follow the instructions of the contract, and did NOT list specific items to be insured. Instead, she lumped together as one category EXACTLY: "China, cut glass, mirrors, crystal, assorted antiques" for a TOTAL value of $2,400. The moving inventory has a total number of items listed under this category totalling 61 individual boxes. Therefore, based on the contract, the maximum value for the contents of any one box was $39.34.

Per the insuring contract, the carrier will not pay out more for an item than it was insured for.

Unfortunately, this customer grossly underinsured their goods; the allowed amount is for the total amount these 3 items were insured for. After applying the deductible the customer selected at the time of purchase, there would be no payment forthcoming.

For an on behalf of Underwriters at Lloyd's, the claim was adjusted based on the contract, and the 3 items that were covered under the contract, the offer included the full amount these items were insured for. Therefore, the offer was fair, and we must maintain our position on these items.

If requested, we do have all documentation supporting our position. All of this information was already provided and explained to the insured.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The insurance claim form requested an inventory number for each claimed item. I found only one item called Lamp so gave that inventory number. The insurance company initially denied that as not being carrier packed. My response was that the entire move was carrier packed. Their retort was that it was clearly blanket wrapped.Then I realized it was most likely a floor lamp and not the table lamp for which I entered the claim.All my table lamps were in boxes.I asked Ms [redacted] if I had put a different inventory number for the table lamp, showing it was carrier packed as specified, would she have paid the claim. NO RESPONSE. She would either have had to say NO therefore proving the company had no intention of honoring the claim or if she said YES then payment would have to be made.

However, her entire excuse for not paying the lamp is invalid. The inventory item does NOT indicate blanket wrapping as it does for other articles.Both she and I have that documentation.

Ms [redacted]'s insistence that my damaged table lamp which was carton packed is blanket wrapped and non-covered shows that she and/or her company does not want to honor a contract.

Regards,

Business

Response:

All claim forms that are submitted we require that the insured identify by name and inventory number exactly what they are claiming, along with the nature of damage, value of the item, and the amount being claimed. At the time the moving company packs and loads the shipment, a sticker is placed on every item by the moving company, and they then complete an inventory form identifying these items to correspond with the stickers.

This customer is the one who identified the item on the claim form by the inventory number; we accepted this information in good faith. This inventory number is in fact inventoried as blanket wrapped, which would not be covered by the policy.

As an act of good faith, with no admission of liability, we will allow the $400 claimed for the lamp. We will send this offer with a release form directly to the insured.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this financial resolution is satisfactory to men whereas their rationale is incorrect.

Regards,

The actuarial [redacted] is incompetent and undervalued my moving items in order for all of them to fall under the deductible. He does NOT work well with clientele and is not customer focused. I've mentioned to several people in Atlanta who are getting the work out not to recommend them as realtors or moving personnel.

Review: I purchased insurance on the move of an antique rope bed through a third party, the party contracted with for the move. In the process of the cross country move, the bed was damaged. The bed was packed in 3 boxes. The damage was to the box containing the foot board, making the foot board and therefore, the bed, unusable without repair. The settlement offer from Moving Insurance, LLC was calculated based on each part of the bed being a separate entity, not part of a whole, thereby reducing the amount of the settlement. When I contacted the VP of [redacted], she informed me that there was no mistake and that perhaps I should have insured it for more. How does one calculate the value of one irreplaceable piece of a bed frame? The stated value of the box was for both pieces. They are parts of a unit. Interestingly, in the FAQ's on their website, the question is asked about damage to part of a larger unit. Moving Insurance, LLC is not following their own written "fact" for compensation of parts of a larger unit.

Ms. Moran did offer arbitration, but at a totally unreasonable cost, clearly meant to discourage such. The amount I was denied is not much, but the issue to me is the integrity of the claim. I find the ethics of this company to be alarming.Desired Settlement: Fair compensation to me would be the additional $29.36 that I was denied based on deliberately faulty calculation of the claim. Fair compensation for my time and aggravation would be the full amount of the repair which include the deductible for a total of $179.36. I also feel that letters of apology are in order from both the VP of [redacted] and the CEO of Moving Insurance. LLC.

Business

Response:

The insurance underwriter has reviewed this file and agrees that the foot board was insured for $150. Per the insurance contract "The settlement based on Full Value Replacement insurance and Replacement insurance will be the lesser of repair costs, replacement value or as stated on the valued inventory."Therefore,the maximum amount payable is $150. The insurance underwriter has further agreed that strictly as a gesture of good will, they will cover the repair cost of this item in the amount of $165. After applying the deductible of $100, the underwriter will offer a payment of $65.00.Per exclusion (i) of the insurance contract, sales tax is specifically excluded from coverage:(i) Appraisal fees, estimate or inspection fees, shipping or transportation charges, sales tax, damages caused during assembly or disassembly of items that require third party service, items having no commercial value, items of sentimental value or property damage. A release form reflecting this offer will be sent to the insured for signature.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution, although not satisfactory, is acceptable.

This Company is a joke. We purchased insurance for a few antiques and three large Flat Screen TV's. The tv,s were damaged and Movinging Insurance would not pay our claim. Their reason was they were not packed right by the movers! HELLO, is that not why you buy insurance. The Company is a bunch of crooks that don't give a damn about your things after they are paid. They had pictures of the damage, along with all the paper work showing the damage. And, at least one of the agents is unprofessional.
We would never recommend Moving Insurance.

Review: I have moved cross country several time over the course of my career. I have always taken extra insurance to protect my valuable items. Designer furniture and fine are collected over the decades that I worked hundreds of hours to invest in. MY mover recommended I take additional insurance from [redacted] - [redacted]

[redacted]. I called them and they advised me they would not insure property being moved from a storage unit. I asked them if they knew if a company who would and they directed me to [redacted]

I itemized my value items and insured my valuables for $25,000 in coverage. The policy cost $481.35 received my delivery and unpackaged and catalogued about $7137 in irreparable damage to crated and professionally packed items. I tried to make a claim, their website was not working. I contacted them immediately to report the technical issue and they assured me not to worry, that they would send hard copy claim forms. I immediately faxed them detailed photographs of the damage of each piece, the replacement cost the bill of ladding.

After numerous inquiries, I received an offer of settlement for $100! After repeatedly attempts to settle this claim fairly in good will I received another offer of settlement of about $1200l This amount did not cover the cost of my broken [redacted] coffee table and the cost of the insurance combined. This is unscrupulous company that has required me to spend hours and hours of my time trying to obtain a fair and reasonable, good faith settlement. Please read all the [redacted] comments on this company. I wish I had before I basically gave them $481.25 for nothing but bad service. [redacted] and [redacted] are particularly unhelpful and unresponsive. This company is unscrupulous and their contract rises to the definition of unconscionable.Desired Settlement: Reimbursement of the $7137 in insured, documented, damaged item, I am replacing. A formal written apology from [redacted], [redacted] and their attorney [redacted] who has sent me a threatening letter, ordering me to "cease and desist" from sharing my protected First Amendment rights to share my opinions on the service I have received on social media. If I receive this fair amount of compensation I would like to end the matter and remove negative reviews of the company despite spending dozens of hours of my personal time trying to obtain a fair resolution.

Business

Response:

This customer came to our website, completed an onlineapplication, and then had to go through the terms and conditions of the policy.All information was disclosed. She actually had to check off in four separateplaces, before signing electronically, that she read and agreed to these terms.She purchased insurance for a total of $25,000. Shelisted five individual items that she identified as high value, and theircumulative value totaled $19,000. This left a total amount of coverage foreverything else she owned at $6,000. Almost the entire first page of the terms andconditions was a description of the coverage requirements, and exactly howco-insurance is applied in the event of a claim, including examples. Thiscustomer underinsured her shipment by over 75%.The claim was adjusted per the terms and conditions ofthe contract. She states that our system was down, however, we have confirmedwith the management that carries our servers that there was never any time thesystem was down. We assume this person simply forgot to click “Submit”.At this point I note that when the customer submittedher initial claim online, she was sent a claim packet with full instructions.She was instructed to complete the claim forms fully, and submit these, alongwith photographs of the damaged items and a professional estimate to repair thedamages for any items claimed damaged. She was given 60 days to submit allinformation requested, as was specified in the contract and accepted by herprior to purchasing the coverage. We received claim forms that did not have allfields completed, and photographs. She did not submit the required repairestimates.From the insuring contract, Examination Under Oathbelow, and specifically relevant to this claim (b), (e), (f):EXAMINATION UNDER OATH: Before recovering for any lossyou will, if requested: (a) permit us to inspect the damaged property before itis disposed of or repaired; (b) send us a completed claim packet containing theinformation we request to settle your claim. You must do this within 60 days ofour request or your file will be closed; (c) agree to examinations under anoath at our request; (d) produce others for examination under an oath at ourrequest; (e) provide us with all pertinent records and reports needed to provethe loss; (f) cooperate with us in the investigation or settlement of the loss.Initially we denied furniture items she claimed as shedid not document the damage to these items as is required per the insuringcontract, and also the legal manifest she signed with the moving company, whichis the only way to determine if the damage occurred while the goods were in thepossession of the moving company. She did dispute this, but was unable toprovide any documentation to support her position that she complied with theinsuring contract. We offeredarbitration to this customer, which she declined. We then offered her a good will settlement of thereplacement value of all but 2 items (which were two items she packed herselfand specifically excluded from coverage), having applied the co-insurance, asshe must bear her portion of the loss by underinsuring her items and not payingthe full premium. She also declined this.In fact she did state in writing after she declinedthis that she would be either throwing her items away or donating them to “anot for profit that provides fine art mentoring scholarships to homeless andhigh risk children.”Due to the nature of communication she has directed toour company, the matter has been referred to our attorney.

Review: Terrible, fraudulent, scam business. If you have a legitimate claim, they will do everything in their power to wage a war of attrition against you.

First they made me hire a repairs assessor to evaluate my claim. When the 3rd party I contracted reviewed my broken goods and corroborated the claim, they then insisted on bringing their own private person out. That person told me he agreed with my claims in person, but the moving company refused to show me documentation of his review. They then offered only partial "repair" claims for items that were irreparably broken. I only got 1/3 of the claim I deserved, but eventually had to accept it because I was running out of time on their "deadline" of accepting their claim or getting nothing. This "deadline" was 30 days after they submitted their offer to me, while on their end they took 5 months to review my claim, being completely incommunicado for months at a time when I asked for updates. Their customer service was non-existent, and when I finally did get ahold of someone, they were unclear, uninformed, and clearly trained to be a part of their war of attrition against customers. Don't go anywhere near this company, it's a scam.Desired Settlement: I should be awarded at the full amount of my entire insurance claim.

Business

Response:

The information included in the complaint is incorrect and not factual. The first notification of claim was actually made July 1, 2014, not June 1, 2014. I have attached a full copy of the insurance certificate that was purchased.The customer did submit photographs and a statement from a repair firm that his items were not repairable. Based on the photographs, it was very evident that the items were in fact repairable. We sent in a professional repair firm, that is a member of the national organization CPPC (Claims Procedure and Prevention Council) to perform an estimate to determine if items were repairable, and if so, the cost.All file information was then submitted to the insurance underwriter for their review.The insurance underwriter allowed the repair cost of all items, and an additional good will offer of $700, for a total amount of $6215 (Six Thousand Two Hundred Fifteen Dollars and 00/100) as evidenced by the signed release attached (which does effectively disallow this person to pursue any further funds for this loss, as he accepted this amount as full and final settlement).I have attached a copy of the release signed accepting this amount, along with our letter with the offer including the good will offer and an offer to arbitrate if he disagreed with the insurance underwriter's position.As the customer accepted the offer, this is a closed file and the insurance carrier will not change their position.

Consumer

Response:

I am rejecting this response because:

While I did accept their settlement, I told them when I did that I was only doing it because their deadline where if I didn't accept was coming up and otherwise I'd get nothing...and that they'd won a war of attrition with me that was designed to get me to accept a settlement less than what I deserve. I ran out of patience, time, and money to pay for arbitration and legal representation. But that doesn't mean it's a fair settlement. What they do is predatory and anti-consumer. They wait months without responding, take 2-4 weeks sometimes to respond to emails, introduce unnecessary and continued delays, and at the last minute offer a crappy settlement with a few weeks to accept or get nothing. The repairman I hired (at their request) was independent and impartial, and his message/verdict indicated I deserved the full claim. They refused to accept that (why they made me pay for it to begin with is a wonder), and sent their own guy out, who told me on site he agreed with my claim. Then they refuse to share the language of his findings/verdict, only offering me a pittance. Their statement that my dates are inaccurate is wrong...there were a great many dates that I reached out to them throughout the process, more often than not having to reach out 2-4 times to get any response, sometimes not for weeks. I only included three contact dates because that's all your site allows.What they should do to effectively resolve this is pay me the entire sum of my claim. Just because I have accepted their weak claim out of desperation doesn't mean it's actually right or legal, and I stand firm in my complaint to the Revdex.com so that future customers will know that this business is predatory and should be avoided.

Review: I purchased insurance for a recent move through the company's website. After we moved, I received an email congratulating me on the move and offering storage options as we unpack etc. We had some broken furniture items but I chose to wait until we unpacked to submit a claim (though I did inform the moving company immediately by email). Sure enough we found another broken item once we unpacked. I then submitted the claim online 53 days after delivery and was sent a claim packet which I filled out and submitted. I had several follow-up conversations with the claims staff by email about details of my claim.

Today I was summarily informed that my claim was denied as it was submitted after 45 days from delivery.

NOWHERE in the purchase process or in the email I received after moving was there any mention of a 45 day window. Furthermore, the company ACCEPTED my claim online, and held email conversations with me after I submitted a written portion, effectively acknowledging the validity of my claim.

This is a clear example of a company misleading a consumer and then shirking its responsibility to honor a contract by using a technicality in the fine print to invalidate a contract that IT HAD EFFECTIVELY ALREADY ACKNOWLEDGED WAS VALID. This treatment is unacceptable, and I expect the company to proceed with the claim normally.Desired Settlement: The company needs to honor the contract and process my insurance claim.

Business

Response:

This customer did purchase insurance through our website, however, when he purchased the insurance he was required to check off in four separate places, before signing electronically, that he read and agreed to the terms and conditions. The relevant clause was actually HIGHLIGHTED AND BOLDED in the contract.

The insurance underwriter handled this claim in full. We have no authority to negotiate any part of the claim. Due to size constraints on the Revdex.com system, I was unable to attach all documentation, however, I have attached the Cover letter and denial letter that the underwriter sent to the customer, and a copy of his dispute letter to the underwriter, and their response back to him, where they uphold their position.

Unfortunately, this appears to be a simple matter of non-compliance with a main part of the contract, and the insurance underwriter has clearly stated there is no coverage. Therefore, we are not in a position to do anything further.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Even accepting that the claim was submitted outside of the official window and was correctly rejected by the underwriter (again, a point I feel MovingInsurance failed to make clear), MovingInsurance as an agent of that underwriter has utterly failed in it's corporate responsibility to avoid misleading clients and misrepresenting information.

As I mentioned in my initial complaint (and the company EXPLICITLY admits in the attached correspondence), I submitted a claim online and MovingInsurance did not reject it for being submitted 7 days too late. Instead, they accepted the claim, and sent me an email confirming receipt of my claim, followed by a claims packet with tedious documentation and photo evidence which I painstakingly filled out and supplied, and then held email exchanges with me over the course of 42 DAYS in which I had to repeatedly ask for responses to my questions (the pieces of email correspondence which they left out of their attachment), during which time they again NEVER acknowledged that the claim was already forfeit.

This clear failure on the part of the company in the intimation over the course of several months that the claim was valid, resulted in a significant amount of unnecessary work for me as a customer. I therefore demand that in the event that the claim is in fact invalid, MovingInsurance must refund my entire payment of $229.78 to account for their failure to effectively honor their contract with a customer.

Regards,

Business

Response:

On behalf of the insurance carrier, after a thorough review of all the facts, and as established by presenting all documentation to the Revdex.com, there was complete non-compliance on the part of this insured. Strictly as a gesture of good will, with no acknowledgement of liability on the part of the insurance carrier, or Moving Insurance, LLC, we will refund the premium paid. The amount paid will be refunded to the credit card used at time of purchase.