I am curious to see what others have experienced with eBay's Insurance Claim program, for better or worse.
Personally, I am appalled at how they have handled my claim -- my one and only claim in the three years I've been on eBay -- especially their failure to provide complete and accurate information in their e-mail correspondences. For example, only after I submitted ALL paperwork requested was I informed that I would ALSO have to supply an "expert opinion" on letterhead that the item was not as described in the auction listing. Well I went ahead and jumped through that hoop although it certainly would have saved time had they mentioned that requirement from the start. Then after being provided with all requested information including photos of the undisclosed damage and the expert's opinion attesting to same, they deny my claim on the grounds that the auction listing was "accurate."
HUH? There was absolutely NO information in the e-mail as to how they arrived at that conclusion, based on what criteria, etc. There was NO information about how that decision could be appealed. Now I am a fairly confident and savvy person and I will fight this, but I can imagine that people who are perhaps unsophisticated, uneducated or perhaps unassertive would just slink back into the shadows. In the meantime, I wonder if the eBay PTB are operating under the assumption that they have a great insurance program that actually provides some relief for claimants.
I am wondering if anyone else has any first-hand experiences with the program? I am curious to know what types of claims ARE affirmed and what level of "problem" or "proof" is required for a favorable finding to be made. Certainly the level of communication and the process of itself needs much improvement.
What especially galls me is that in trying to make a case for prohibiting "offline transactions," eBay makes a big deal about the importance of "feedback" and "buyer protection that we offer." Yeah right.
AW, this may be a good topic for a story. Personally I would be curious to know what percentage of claims eBay's insurance program pays off. Is that information that can be obtained by the public?
[ edited by Lisa_B on May 24, 2001 11:42 AM ]
posted on May 25, 2001 05:57:47 AM new
I was hoping to hear some additional comments on this from people who have used the program.
Lisa_B, this seems to be par for the course with any kind of insurance company or program. Deny, deny, until you've worn the applicant out and they give up. My health insurance operates this way! LOL!
Even if you are clearly entitled to the benefit, I think these companies deny just because a certain percentage of applicants, and I think it's OVER 50 percent, will not bother to pursue it any further. Just think of how much money they save!
I do think that if you escalate the matter that it will be resolved in your favor. It's just a shame that you have to spend the time and effort and fight for what you deserve. Like we don't have enough to do already? Good luck.
posted on May 25, 2001 10:07:05 AM new
Thanks for the support and encouragement, I ended up getting very quick action and a reversal of the decision. But of course as you know Reddeer, I have my Voices contacts to complain to, and complain I did. I doubt there would be such quick and favorable resolution for other claimants without such contacts (or who aren't as vocal and stubborn as you know I can be), and it makes me wonder about the fairness and efficacy of the insurance program.
But I've also let Voices know the flaws that I think the insurance program needs to remedy.
1. Lack of clear instructions from the very beginning. In order to submit a claim, one needs to file a fraud report with eBay. Then the other party gets a chance to respond. Fine I guess, although it left me open to the same kind of rude commentary from the seller that I had already experienced. I wasn't informed at this stage what the sequence of events would be.
2. Lack of clear instructions as to what documentation was required. After I submitted everything to the Insurance program, I didn't get ANY kind of acknowledgment for WEEKS. This made me nervous because eBay does have a strict timeline. I was worried that my paperwork may not have been received (I should have sent it certified or registered I suppose). I had to write to eBay again just to get the acknowledgment I was supposed to get as soon as my paperwork was received. When I finally did hear back, I was told I ALSO had to submit an "expert's opinion" on said expert's letterhead. Had I known that, I could have taken care of that requirement from the start. Oh, and by the way, I was given TEN DAYS to get that paperwork in, or my claim would be "closed." Timelines for me, none for them.
3. The e-mail denying my claim was pathetic. Simply telling me the auction page was "accurate," despite my having provided photos and another expert opinion to the contrary. There was no supporting explanation as to how this conclusion had been reached, and it made me curious as to what level of problem was required in order for the claims adjustor to determine that there was a problem. A Playstation box with no Playstation?
Made me wonder about a collectible like a valuable stamp (since I collect stamps too). Stamps are graded according to condition, and even seemingly tiny flaws can change the grading, de-valuing the stamp by perhaps hundreds of dollars. Would eBay's claims adjustor deny such a claim because after all, the stamp was whole and sound? Feh!
In the e-mail, there was absolutely no information about any appeal process. This is a huge deficiency. There should be some venue for appeal that is impartial and separate from the initial claims adjusting process.
posted on May 25, 2001 02:45:07 PM new
I am not sure that there are ANY ebay staffers who knows anything about collectibles. How can they possibly know enough to judge condition? I think all they know is to click on boxes which sends out form emails.
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Maybe, all they have are trained chimps. You know, like 100 buttons for them to randomly push and 1 of the 100 buttons is to pay the claim.
I can't remember anyone posting here that eBay had honored an insurance claim. Ditto PayPal with their "Buyer Guarantee."
Of course, you'd expect unhappy consumers to be more likely to post than happy ones. But still-- there have been dozens of stories like yours posted here over the past year. I don't think a single one ended favorably for the consumer.
posted on May 25, 2001 03:16:55 PM new
I had one claim denied exactly as your was..... the auction was accurate! How the H was the claim agent to know this? I retained the damaged pieces to mail with the insurance claim but was told not to. Pictures would not have shown the damage accurately. The auction described all the pieces and included *as is* in the auction listing. 9 out of 40 of the pieces did not meet the description, were severely damaged. I got hosed. Claim rep said auction was accurate. BEWARE AS IS auctions. Those are weasel words.
Other claim the seller was suspended 1 week after I won and paid for an auction. Ebay paid off on that one but I was still out $25 deductible.
posted on May 25, 2001 03:39:10 PM newMagazineguy, I tried to search for previous threads on eBay's insurance program but didn't have any luck. Maybe I didn't do it correctly.
Dejavu, just curious if your unsuccessful claim involved jewelry items?
Thanks for the update, that certainly didn't take long. What a whacked way of doing biz.
I think you just gave me my first real reason to justify going to San Jose. Not that I ever would, but sometimes it's nice to have connections on the inside.
posted on May 25, 2001 04:04:12 PM new
LOL... Yep, Lisa_B absolutely DID give the voices folks some major grief over their Insurance Program.
They've indicated that they will review the responses users receive and make sure they are able to provide the information necessary regarding claims.
I agree with Lisa, that if it weren't for her careful updates and eventual ranting... she would have been left holding the bag!
The Insurance program NEEDS to be improved upon in order for it to have any value for eBay traders.
THANKS LISA, for highlighting this important consumer service that eBay boasts about as part of thier Trust & Safety efforts. The squeaky wheel gets the grease... or ...TIME WILL TELL!
