UPS
Insurance claim on $7,000 glass artwork stalled for months

I collect glass art. I had a $7000 piece of artwork packaged and shipped from a local UPS Store. I paid over $140 to have it insured and thought there would be no problems. The receiver called me frantic the day it was delivered to inform me that she could hear broken glass in the box and didn't even open it. I called the UPS Store that packaged and shipped the package to file a claim. They were questioning me regarding why it was broken; I told them I don't know, they had the package last and shipped it. An inspector went to the receiver's home, took photos of the box, never even looked at its contents, and left. UPS Store called me and asked for receipts to prove the value of the artwork. I sent them my credit card receipt, the receipt from the gallery, and a copy of my homeowners insurance policy that had the artwork listed (I have over 1.3 million in artwork and have a comprehensive homeowners policy to protect me from disasters). The store said the information I supplied was more than enough. I called them 10 days later to inquire if they needed more information from me. The store manager said the claim was already approved and just waiting for the check. I called about a week later, the manager was on vacation and employees were telling me that the claim wasn't approved yet.

To make a long story short, I have been told, in the past 2.5 months that the claim is approved and just waiting for check. I found out last week that it is still being investigated by Crawford & Company, UPS's insurance company. The said due to the dollar amount, security needs to investigate the claim. I told them I understand that they need to complete their due diligence and will wait patiently.

Now three weeks later the UPS store won't tell me anything except it is still pending. Depending of which employee I speak to I get a different story. They promise to give me an update but never do. I call them every other day and they always say they should know within 24 hours. Now when I call they are rude and tell me they don't know anything. I show up in person and they are almost afraid to talk to me. This claim is 100% legitimate and no one will tell me anything anymore except it is still being reviewing my security. Security has been reviewing it for almost four weeks.

I am ready to file a complaint and take the local store to small claims court; however, since a verdict hasn't been reached I am not sure if I can do this. The UPS store could care less about my claim; UPS corporate won't talk to me nor will Crawford. I have a feeling that Crawford will keep investigating it until they find a reason to decline. It will difficult since this is legitimate claim but they apparently are having the artwork appraised but I laugh because the receiver still has the artwork.

Any advice on what I should do?

Company: UPS
Country: USA
State: California
City: San Ramon
Address: 231 Market Pl

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