My Review of Safeware Insurance - Buyer Beware

UPDATE: 11/13/2009 See Below

Safeware Insurance insures computers and electronics over and above warranties and is supposed to cover accidental damage.

After 7+ years I'm opting to find a another company to insure my equipment because I found their customer service and accountability lacking...

Two weeks ago I dropped my camera on our kitchen floor and the battery door broke off. I spent two weeks going back and forth via email with one of Safeware's adjusters, having to do all the repair footwork. After I finally got the paperwork as they Safeware required I was told that they would not cover me because I had a deductible that was more than the cost of the repair.

I think this last email summarizes my experience well...

-----Original Message-----
From: Fred Tranfield
Sent: Monday, November 02, 2009 9:45 AM
To: Kxxxxx xxxxxxxxx
Subject: Re: Your claim with Safeware claim xxxxxxxxxxx
 
Hmm,
Kxxxx,
Here is my case:
 
1. I was led to believe, according to the enclosed screen shot of your web site, taken today, that the deductible only was for damage that occurred overseas. This damage did not occur overseas.
 
2. Contrary to what it says on the site I've had to do all the running around to get this camera fixed. I've had to ship it out and go back and forth with both repair companies and you to coordinate a repair. According to your site you will send a box to pick up the camera and have it shipped out for repair: http://www.safeware.com/FAQ.aspx
 
3. You could have saved me a lot of time and hassle by telling me, at the outset, that the deductible you were going to base coverage on was $200.
 
4. I've been paying $200+ per year to Safeware for the past 7 years. This is my first claim and I'm feeling like Safeware is not coming through on a reasonable request.
 
I would appreciate it if you would pass me along to a supervisor.
 
Thank you,
Fred
 

 Got a short email reply "Hello
I did pass your concerns over a supervisor by the name of Txxxxx Sxxxx.
Thanks"

Later I got a call from Kxxxxxx, Txxxxx Sxxxx apparently could not be bothered. I was told they would "not give me a waiver."

Strike 1, 2, 3. Customer Service is OUT!

I did a short Google on them, not many reports. I hope this helps someone.

A decent alternative? I'm afraid I don't quite know yet. I'm going to give my Allstate agent a try. Historically I've had them as my auto agent and I''ve always had good customer service from them.... However they are not quite set up to specialize in the kind of coverage offerred by Safeware (I'll have to schedule everything individually).

UPDATE:

I've been trying to resolve this via the Better Business Bureau. Safeware still insists that they don't owe me coverage.

I'm reasonable. It does say there is a $200 deductible on my policy. I really thought it was only for overseas damage, which is what I recall the rep saying, when I bought this policy in 2003. I'll conceed this is debateable.

What is clear:

I've sent 3 emails to them asking them to cancel my policy, effective November 30th. I never got an aknowledgement. I found out today, via the BBB, that they have cancelled my policy. I'm not sure when. Today? Or November 30th?

It does say on their FAQ:

Where do I take my equipment to get it fixed?
Answer:
You don’t need to take your equipment anywhere. In the event of a covered loss, you will first contact one of our friendly Claims Examiners. Our Claims Examiner will schedule to have a box sent to your home or business. Postage on the box is already paid. Once you have received the box, you’ll place your damaged unit inside the box, and send it to our own Licensed Repair Facility, where your equipment will be diagnosed, repaired, and replaced if need be.

Ah, no. This apparently only applies to laptops!

Between this and the fact that the sales rep I called to try and cancel the policy was not even interested in me (it was he who told me to email the cancellation request) suggests to me that there are management/customer service problems in the company now. Buyer beware.