My home was broken into on May 30. I filed a report on line as instructed. At the end it said I would be contacted to get the necessary information. On June 17, I still had not been contacted so I called. I was instructed on what to send and told my case would "open for review" now. I faxed in police report, receipts, serial numbers etc as instructed that day. June 27 I still had no call or no communication of any kind. I called in and was told Jorge Clavell was reviewing my case and would contact me. July 1 still nothing so I called in and was told Jorge was going to do a rush review now. July 5 called back and was told Victoria the manager would review and expedite payment. July 10th I received a check which wasn't even close to what I had lost or reported. Also my estranged husband who wasn't on the claim or the policy was listed on the check. We don't currently have a joint account so the check was useless. I called in again and was told Jorge made a mistake and they would issue a new check 10 days after that one was issued if it had not cleared. Meanwhile on the 12th I received a listing of my items stolen and the value, 1) a lot of items were left off 2) the items were valued based on items that are no longer available (i have replacement price coverage). All the while I have been calling leaving messages for Victoria the manager to call me. Jorge is rude, obnoxious as are the other people who answer the phone, several of whom laugh when I say I want to speak to a manager & say "victoria" will return my call while they are laughing hysterically. On July 20th I receive a check for correction on one item only. July 30th I finally receive the first check. Aug 1 I fax in the receipts for items I have replaced, as instructed. Aug 4 I have heard nothing so I call back, having learned from previous experience. I was then told "it would now be opened for review" Aug 9 I call back to be told Jorge is working on it and will have it complete later that day. Aug 10 I call back and I'm told it is complete but the system takes 24 hrs to update. I called back yesterday Aug 12 and was cussed at by person answering phone and told I call too much so that put my claim in pending. I then again asked for a manager who said while again laughing hysterically, "Victoria" would get back to me. This is ridiculous! This isn't a huge claim but I would like to be able to replace ALL my items. I was told that Silverware, silver platters & silver picture frames were all considered "jewelry" so they amount was capped. How many people do you know that can wear this stuff??? The website advertises they have a debit card/direct deposit to expedite people getting their money... Jorge told me that was fake, it isn't real and you can't use those! This company is a total scam!
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