Formal Complaint Regarding Mishandling of Claim – UPS Capital Insurance Agency, CargoEdge - AIG, and InsureShield
I am submitting this formal complaint against UPS Capital Insurance Agency, and its affiliated partners, CargoEdge - AIG and InsureShield, due to the unacceptable handling of my insurance claim and the conduct of assigned adjuster Claims Representative, Paula Lomax.
Summary of Events:
• On May 13, 2025, Ms. Lomax requested a photo of the package with the tracking label. I submitted the requested images the same day.
• On May 19, she responded that the tracking label was unclear. I again complied with a new, clearer image that day.
• A full week passed without response. On May 26, I followed up professionally to ask about the status of the claim.
• On May 27, Ms. Lomax claimed the photo was taken before shipment, which contradicts the evidence submitted that clearly shows the label on the box as received by the customer.
• I raised concerns about her lack of phone communication and requested escalation to a supervisor due to the delay and seemingly circular nature of the correspondence.
• I followed up again on June 5, as no action or clarity had been provided.
• On June 6, Ms. Lomax reiterated her request for photos I had already submitted multiple times. I asked for clarification, not understanding what additional evidence she expected.
Issues and Concerns:
1. Deliberate Delay and Lack of Responsiveness
There were repeated week-long delays between responses, and phone calls to the contact number went unanswered. This lack of communication severely impacted the timeliness of the claim process.
2. Redundant Requests and Stonewalling Tactics
The same documentation was requested multiple times, even after being submitted, raising concerns about fair treatment and transparency.
3. Refusal to Escalate or Acknowledge Compliance
Despite multiple requests, no escalation or meaningful action has been taken to review the claim impartially.
4. Bad Faith Handling
These actions raise serious concerns about bad-faith practices in processing claims, which may warrant further legal and regulatory investigation.
Requested Actions:
I respectfully request:
• A formal review of this case by an impartial agency or representative.
• Immediate resolution and claim reimbursement, as the required documentation has already been submitted.
• Oversight of UPS Capital Insurance Agency and its affiliates for adherence to consumer protection and fair claims processing standards.
This has been an unreasonably burdensome process and reflects a troubling pattern of customer mistreatment. I am bringing this complaint to the attention of all appropriate oversight agencies and consumer protection platforms to ensure accountability and avoid similar treatment for future consumers.
Sincerely,
John Maldonado
Date of experience: June 06, 2025