How do I complain about a US based insurance company?

amyc501

Hi,


I recently relocated to the UK from Dubai and shipped my belongings through a reputable relocation specialist. I took out there insurance policy which is provided by a US based insurance company. The majority of my furniture was damaged during shipping - the relocation company employees said it was the worst shipment they had seen in a long time. I claimed on my policy and provided receipts and replacements costs - after almost 2 months I got a settlement offer which was really low (£1500), I went back and argued that it was too low and the increased in by around £200. The total cost to replace the damaged furniture is around £4000, I have gone back and said what I expect for each piece of furniture to settle the claim and I am willing to settle for around £2000. However I haven't heard back from the company despite phone calls and emails to them on a daily basis - it is now two weeks down the line. How do I complain about the service provided by them and the fact that it has cost me more to ship my furniture than they are willing to pay to replace it? I just want the claim settled so I can buy replacement furniture rather than live with broken furniture.


Thanks

dunstonh

You complain to the company and if you are not satisfied with the outcome, you complain to the relevant body that acts for deadlocked complaints in the country they are regulated in.

dacouch

The policy is unlikely to cover "New for Old" eg the replacement cost of the furniture but is more likely to be "Indemnity" eg they deduct an amount for "Wear an Tear"

buglawton

Is this any use?
https://www.bbb.org/consumer-complaints/file-a-complaint/get-started

amyc501

Thanks all - I have already complained to the company direct and had no response. I am not expecting the full amount to replace the furniture to be reimbursed but at the moment it has cost me more to ship the furniture than they are offering to replace it therefore I am now out of pocket and left with furniture that can't be used - it's not just cosmetic damage. I know in the UK you would go to the financial ombudsman but is there something similar that covers us insurance companies?

Thanks for the assistance.

buglawton

So did you try stepping through the bbb (U.S. consumer complaints bureau) complaint process?

amyc501

I've sent an email to enquirer about this but it doesn't look like the insurance company used are covered by this according to what I can find on their site. Thanks for the suggestion though and I will see what response I get from them.

buglawton

BBB has an accredited list of insurance companies but this example seems to show that non-accredited ones also receive their attention
http://www.bbb.org/central-illinois/business-reviews/insurance-companies/state-farm-insurance-company-in-bloomington-il-6000391/complaints