Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seeking Refund of insurance cost $1250.00 from W K Webster - Moved from *******, ** to ****** ** and paid for cargo insurance on our furniture. Upon 30 minutes after delivery of the furniture was complete, I notified the company that a cushion to our sofa was missing. The company communicated that they could not locate the missing sofa cushion. I filed an insurance claim on the matter. I received a quote for the sofa cushion replacement. After going back and forth many times, the insurance company, W K Webster, said that the cushion was not covered by their insurance policy and will not pay out any aspect of the claim. They are stating that I needed to notify the company prior to signing off delivery of goods, however their insurance policy states that I have ********************************** damaged items. - Date of Furniture Delivery: Friday 24 March 2023 - Date of Communication of Issue: Friday 24 March 2023 at 3:14PM - Date of insurance claim: Friday 31 March 2023 - Insurance Coverage: $50,000.00 - Cost of Insurance: $1250.00 - Insurance claim amount: ? Original: $4250.88 ? Updated: $1937.51 - Nature of ************************** not paying claim - Business is no longer trying to resolve the problem. - Reference number ************

  Business Response

  Date: 06/29/2023

  The claim settlement was based on the Terms and Conditions of the claimants move. Missing items and boxes not noted at the time of delivery were denied. It is the claimants responsibility to check off and note any damage or missing items at the time of delivery. A bingo sheet was used at the time of delivery and all items tendered for shipment were delivered and checked off as being received by *******. The insurers rely on this documentation to confirm the loss.
  There is also an Important Notice on the delivery documents which instruct the claimant to inspect the shipment carefully and make sure every item listed is accounted for at delivery. If there are items missing or damaged, they should be noted in the Exceptions at Destination Column. ** **** did not make note of any missing items/boxes in the exceptions and documentation signed by her, confirming that all items were delivered to their destination.
  Because of the above, these missing items were not covered and not included in the settlement offer.

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  In the terms and conditions of the ***************************** contact, it states in item:

  13) TIME LIMIT FOR CLAIMS NOTIFICATION
  "In the event of loss or damage which may give rise to a claim under this Insurance, immediate notice must be
  given in writing to Underwriters representatives. It is a condition precedent to Underwriters liability under
  this insurance that full details of any losses and/or damages incurred must be notified within 30 days after
  delivery or 30 days after scheduled delivery in the event of non-delivery. Further it is understood that
  presentation of claim in its entirety after notice will be in a timely fashion not to exceed 60 days from the
  time of such notice."

  The clause states that full details of any losses ...must be notified within 30 days after delivery. I adhered to the 30 day window, and notified the team immediately after their departure and followed up in writing via email.  At that time, they could not locate the item after allegedly looking for it within their truck. It could be believed that they did not act in good faith as they rushed me into signing documentation, communicated that I had additional time to review my items, and did not actually look for the cushion after I notified them, as I am certain the they would have located the cushion within one of the boxes.

  Therefore, I am still requesting refund of insurance payment ($1250) or an insurance payment of the request amount for replacement cushions ($1937.51). The delivery agents even said that I had 30 days to notify the company if anything else was damaged or lost.  Therefore, I followed the terms and conditions communicated to me. It is the responsibility of W K Webster to payout the insurance claim. 
  

  Sincerely,

  ******** ****
  
  
  
  
   
  

  Business Response

  Date: 09/12/2023

  As mentioned in the previous responses, it is the onus of the claimant to prove that a loss occurred. With damaged items, we rely on pictures of the damage and any notes made by the moving company during or claimant during the delivery. We also rely on the packing list notes, which are also signed by the moving company and the claimant, to ensure that damage is new and transit related. In the case of missing items or boxes, the insurers refer to the signed delivery documents to determine if packages/items were missing. Without documentation of the loss, a claim can potentially be made for any item after the items have been delivered.
  
  However, we have offered *** **** a revised settlement offer, without prejudice and denial of liability, as a good faith gesture to amicably resolve the claim.

  Customer Answer

  Date: 09/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This claim will be resolved once the exchange rate is updated present day and amount is paid.  Until then, I request that this claim stay open.  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  ******** ****
  
  
  
  
   
  

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 12, 2023, I received an email from ***************************** about my claim. The email states that I must sign the release form, and then email it back to her. I went to my local storage place and asked the manager ***** to print out the claim form so that I can sign it, and then she would email back to *****. Later that day, I received an email back from ***** telling me that she received my signed claim form, and that she would now forward it for processing. On May 13, 2023, I sent ***** an email about having a direct deposit, which is also known as a wire transfer. On May 15, 2023, ***** responded back to me that direct deposit was not available, but my storage manager ***** told me that other storage renters have used it before. Later that day, I called the company at ************ and spoke to *****. She told me that a wire transfer is available, and that she would speak to her manager to see if it is still available. She came back on the phone and told me that for me to resend the email to ***** with my banking information so that her manager can prepare the wire transfer. And I did just that.On May 17, I called the company again and spoke to ***** to see if everything was ok with my claim and wire transfer. She told me that the manager has all the information he needs to do the wire transfer. But later that day, I received and email from ***** to see if my address is correct so that they can send the check. I then called the company back and spoke to ***** that I received and email from ***** about mailing me my check payment. She gave me the number to her manager, ***********************************, at ************. I called ****************, and I asked him about my wire transfer. I gave him my reference number 177/23/08621, but he told me that he knows nothing about my wire transfer. He told me that he would look into it, but ***** had told me that he had already taking care of it. I did become frustrated after that because I was being told different things.

  Business Response

  Date: 05/23/2023

  Please note this claim has been resolved, paid and mailed as of 5/22/23 and we trust that you will be receiving the settlement check very shortly in the mail.

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The storage company In which we stored our property was broken into from the inside, we notified the company and filed a police report, We paid for additional insurance with the company, they sent us to this company saying they are the underwriters for claims, we was sent an email, stating we should get a claim number that has been two weeks now and nothing yet, I emailed and called and still havent received any response

  Business Response

  Date: 01/25/2023

  It appears that we acknowledged your claim on January 16th, 2023. Since acknowledging your claim, we havent received the information we requested to finalize your claim. The case handler should be in contact with you shortly (if they havent already) to assist you with any questions you may have. 

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My storage unit was broken into and since I pay insurance for this storage unit check was sent November the 21st of 2022 I have went to the bank and to check cashing places to cash it they can't cash it because the insurance company WKW Webster insurance company they won't answer the phone the number that they have on the check is ************ the voicemail is full you can't leave a message and it goes straight to voicemail when you call the insurance adjuster ***************************** she won't answer she says have the bank call that number that's on the check when the bank calls it goes straight to voicemail she gave another number for the bank to call no answer so I got on the BBB to review the reviews and come to find out that other people have went through not being able to cash there insurance check with WKW Webster insurance company in ******** cause my storage unit was broken into so if anyone on this site or the businesses would like to helo me find a way to cash this check please give me a call my number ********** trying to cash this insurance check that I pay monthly to have my things stored in your facilities that you have an agreement with for insurance claims and stuff so again I will be waiting and I will be contacting the number on the check to see if someone answers and I will continue to call ***** the insurance and adjuster that wrote the check or agreed that the check could be written out .once I find somewhere to move I'll never use istorage again in ******* ****** For a storage unit cause units are trash I had to raise the insurance to **** because they are taking more than what the insurance is worth so to make sure I have raised it to **** so WKW Webster insurance company of ************* need to answer the phone so I can cash there fraudulent check....****************************** told me me she has nothing else to do with why I can't cash the check she's just the insurance adjuster.....never again

  Business Response

  Date: 01/05/2023

  We apologize for the delay with cashing the insurance claim check. Please note this claim has been resolved / paid as of 12/22/2022.

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  . Unable to contact company . Filed claim within 60 days I have 2 responses emails with contact info that hasnt been answered in over 45 days nor the companys number . Nor email.Im the worst contact ever insurance company that does not give assurance

  Business Response

  Date: 12/28/2022

  ************ office has contacted the claimant and arrangements are being made to wire the funds to him.

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I suffered a loss at ****************** located in ******** ******* due to flooding of 18 to 24 inches of water. Virtually everything in my unit was destroyed totaling over $6000 as well as over $2000 paid to the facility. Their protection for $12/ month for 12 months was supposed to remedy said losses. The claim was turned over to ussc longwood on 5/ oct/ 2022, and a receipt form from wk Webster was emailed on 12/ oct/ 2022 stating they needed a rental ledger. One week after providing multiple copies of said ledger and supporting photographs the status still shows awaiting ledger from claimant. I am unable to get a response from wk Webster / ********************* to discuss what needs to be done to move forward. This is unacceptable in the insurance industry as Ive much experience with injuries, property damage / auto etc. Any reputable company handles their claims in a timely manner to get the claimant back to right. They dont go silent. Ive provided evidence and everything they could need, asked for response and gotten nothing. This is week 4 since the $8,000 loss. I understand them delaying claims and the legality (or non) of doing so. This is my first escalation to get results. Ive been patient and provided everything they asked of me to no avail.

  Business Response

  Date: 10/25/2022

  Dear ************, 
  
  Thank you for contacting us. We can confirm that we have received your rental ledger on October 21st, 2022. We have now received all requested documentation to allow us to complete a review of your claim and so you will be hearing from us again very shortly. The claim status has been updated online and you should be able to view this as well.
  
  Best regards,

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I have completed and returned the release form   I always told the check was authorized and being sent out Thursday or Friday  

  I have yet to receive any tracking information or delivery confirmation information whitone would expect with such an item  even **** and Amazon provides for much lower values  

  not to mention I suffered over $8k in losses and they claim $2.5k was the cap  

   I just want the requested tracking o, delivery method etc the resolve this matter   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Customer Answer

  Date: 11/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim in April 2022 because the storage unit I have been renting since 2019 apparently has/had a leak in the roof whixh was repaired by the property maintenance and our property was damage due to water from rain. SO after getting the required information to the company and several emails for updates and unanswered phone calls still no update or conclusion as of today September 20th 2022. I feel this is a misjustice of us being required to pay for insurance when renting a unit and they will ignore or complete the claim

  Business Response

  Date: 09/27/2022

  Thank you for your contact and sorry for your frustration on this matter. We are working with insurers to obtain some additional information that is missing from our system regarding the Lancaster ***** branch of US Storage Centers. We assure you we are working as fast as possible to get this resolved and we thank you for your patience.  If you would like to discuss then please contact your case handler directly.

  Customer Answer

  Date: 10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I did reach out to the Lancaster location and the case handler and no one has still responded or sent any updates.  I am still waiting on some kind of communication and this shows this is a fraudulent they are requiring pay for insurance with your unit monthly but when a claim is submitted they are delaying processing the claim.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 12/08/2022

  Our deepest apologies for any delay in service. We will reach out to our bank immediately and have a check mailed out as soon as possible. The case handler will contact you directly with an additional update shortly.

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the insurance company offered through prime storage in ****. Our storage unit was broken into and had a lot of important heirlooms stolen. We filed a police report and the lady at the storage unit started a claim through this insurance that we pay for each month. We finished the claim via email through this company. They mailed a claim check to us and it bounced! They dont answer the phone or return calls and appear to be very fraudulent. Why would they waste our time mailing a check that is not backed by funds in the bank and cause fees in our own bank account due to non sufficient funds. In fact what kind of insurance company has no money in the bank? Sad that a business would do this to people!

  Business Response

  Date: 08/31/2022

  Thank you for contacting us. Please provide us with your WKW reference number and the name of the case handler. We will then investigate your complaint and resolve this as soon as possible. Please respond to ***************************************

  Customer Answer

  Date: 08/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
   

  Thank you for your help in this matter. A man named ***** called and fixed the issue so the problem has been resolved. 

  Thank you,

  *****************

   
  
   
  
  

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/11/2022 Filed Claim, file currently open.

  Business Response

  Date: 08/23/2022

  The circumstances of the claim have now been reviewed by the insurer and case handler who has written to the claimant with their findings and decision.

  Customer Answer

  Date: 08/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WK Webster is not accepting an updated/corrected claim form. They never provided instructions so I initially filled out the claim form incorrectly (which worked in their financial favor) in November 2022 (see attachment). Once they explained how the form was supposed to be completed, I refilled the form in AND added links to exact match or comparable items as substantiated evidence of the correctness of the updated values to show I'm not trying to cheat the system or take advantage of them (March 2022, see attachment). They are unwilling to accept the corrections and are telling me only the original is valid. This translates to 10s of thousands of dollars they are trying to get out of paying me on my policy. I have reviewed this with 2 lawyers who both agree the insurance company is being shady in how they are handling this. I want the full settlement, as per the updated claim I submitted, without having to go to court and waste everyone's time and money. If your BBB assistance does not work, my next step (at the encouragement of the lawyers) is to file complaints against WK Webster with the Federal Regulators in all three states (TX, VT, **). Please help, BBB. Thank you!

  Business Response

  Date: 08/17/2022

  As mentioned in our initial settlement offer to ***************, his claim form shows replacement values at destination for the items being claimed as higher than their insured value.  Therefore, the shipment was underinsured and, in this instance, the 100% Co-Insurance Clause would apply.  We have attached a copy of his insurance certificate along with all terms and conditions. Please refer to Clause 5 which states:
  100% Co-Insurance Clause
  If you fail to insure for the full replacement value of goods at destination, you will only be entitled to recover from Underwriters the proportion of the loss as the declared value bears to the total value of the property you shipped.
  In addition, please note the following in Clause 4:
  The household goods and personal effects insured must be valued at the replacement cost at destination as supported by a complete valued inventory
  From the documentation provided it has been demonstrated that the insured values did not take into account the replacement cost at destination.
  In regards to his claim, insurers already agreed to an amended claim total which took into account the typo that was mentioned on the claim form. The  final amended claim total as follows: 
  USD ********* (INSURED AMOUNT OF ITEMS BEING CLAIMED)/ USD 89,500.00.00( AMENDED REPLACEMENT COST AT DESTINATION) = ****%
  USD ********* (TOTAL HE HAD CLAIMED LESS THE DEDUCTIBLE)  x ****% = USD *********
  We must highlight that the above claim calculation accepted the claimed amounts as listed on the Claim Form without any supporting repair estimates which are required to substantiate amounts claimed. At this point, shipper has claimed the full insured value on most of the claimed items - many of which appear to be repairable. We were seeking an amicable prompt settlement of this claim however we reserve the right to request additional supporting documentation to substantiate his claim.     
  Please note repair estimates and additional supporting documents would still be subject to the co-insurance clause of ****% and the full terms and conditions of the insurance certificate will apply.
  We therefore proceeded to offer settlement at the amended claim calculation totalling USD ********* due to the Co-Insurance Clause / terms and conditions of the policy.
  As you will note, we accepted the claimed amounts without any repair estimates as the items on the Claim Form we so grossly underinsured.

  Customer Answer

  Date: 08/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  

  My current ask remains the same as my initial ask; WK Webster, please accept my amended claim with the updated and substantiated replacement values.  You repeat how much you are "seeking an amicable prompt settlement of this claim" so I want you to show good faith in that direction.  80% of my personal belongings have been stuck in a non-functional limbo since October 2021.  "Prompt" was off the table months ago; this claim was submitted in November 2021.

  If we use the described coinsurance clause, which, again, was not initially provided to me when I purchased the policy, I believe the math works out to be as follows: [insured value / replacement cost] * [amount claimed] = [payout]  -->  **************] * [*****] = $39282.66.  I would accept rounding down to an even $39000.  At this time, I would even accept $35000 if that resolves this in the coming weeks.  However, I am not willing to accept the current offer of $17868.70.

   

  Notes from their response:

   

  From business: "his claim form shows replacement values at destination for the items being claimed as higher than their insured value.  Therefore, the shipment was underinsured" 

  I suppose one explanation could be that the shipment was underinsured, like they said.  However, the correct explanation and the reality of the situation is they did not provide sufficient guidance for how to fill out the form so I completed it incorrectly.  Specifically, it was not clear to me what to enter into the field or the importance of the replacement cost column.  As for Clauses 4 and 5, these were only provided to me after the claim had been reviewed; they claim I received a copy sooner than that but there is no record of that in my communication history.

  From business:  "accepted the claimed amounts as listed on the Claim Form without any supporting repair estimates which are required to substantiate amounts claimed"

  The assessor WK Webster themselves selected from their accepted list of vendors and sent to me confirmed the extensive damage and further commented it would not make sense to attempt repair on any of the items.

  From business: "many of which appear to be repairable"

  I, and the assessor they selected and sent, disagree.  What qualifications does the person who wrote that response have regarding industrial woodworking equipment, solid wood furniture, and high end audio equipment to make that claim?  This sentence should be removed from their response on grounds of speculation.

  From business: "we reserve the right to request additional supporting documentation to substantiate his claim." and "we accepted the claimed amounts without any repair estimates as the items on the Claim Form we so grossly underinsured."

  *************************** (my contact at WK Webster) told me his company was going to waive the repair estimates/appraisal step because he was unable to find anyone in my geographic area to perform such a task.  I provided what I felt was the next best thing when I submitted my amended claim.  I provided one to three links to either an exact match to my item or comparable items.  Those links are the substantiation required.  I will not be threatened with additional documentation requirements; my paperwork and records are impeccable and I have provided them with everything they have asked for, including access to my home for their third-party inspector.

  From business: "insurers already agreed to an amended claim total which took into account the typo that was mentioned on the claim form."

  I'm happy they mentioned that; it indicates they clearly have an amendment process.  The amendment they accepted was the correction of a gross typo; I had entered $50000 instead of $5000, having accidentally added an extra 0.  The amendment I have since asked them to accept is a correction to the values which were initially provided without substantiation because there were no instructions how to use the claim form or the importance of that field.  That WK Webster is unwilling to accept this requested amendment is frustrating because they have a process.  I am not willing to accept a 50% payout on a policy that I purchased specifically to make me whole in the event of catastrophic execution by the moving company.  I would say the moving company losing 10% of my belongings and damaging over 80% of what did arrive, counts as catastrophic.

   

  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 09/13/2022

  As previously mentioned in our initial settlement offer to ****************, his claim form shows replacement values at destination for the items being claimed as higher than their insured value.  Therefore,the shipment was underinsured and, in this instance, the 100% Co-Insurance Clause would apply.  We have previously provided a copy of his insurance certificate along with all terms and conditions.  These terms and conditions were also provided to **************** when the insurance was purchased. 
  

  Further,  note that the insured did not provide any repair estimates to substantiate amounts claimed. In order to expedite the claim settlement quickly and amicably and in light of the goods being quite under-insured, insurers did not require claimant to obtain and submit 3rd party repair estimates, and instead, Insurers agreed to accept the claimed values he submitted on his claim form without prejudice and claim was calculated as such.         
  
  We therefore proceeded to offer settlement at the amended claim calculation totaling USD ********* due to the Co-Insurance Clause / terms and conditions of the policy and no repair estimates to substantiate amount claimed.

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  They clearly did not read my previous response before typing this most recent one. That is particularly frustrating since I sent it almost a month ago. They did not do me any favors waiving the repair estimates; they tried and could not ID someone to make such estimates due to my geographic location and the niche knowledge required for these specialty items. Further, the initial numbers I provided are wrong; I have stated and restated that fact.  I have since provided them with substantiated/data-backed updated numbers which they **are choosing** to ignore. They have a claim adjustment process and they **are choosing** to not use it because it would mean they have to pay my claim fairly.

  I don't want to go to the Federal Regulators but they are not leaving me much choice.

  
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
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