UPS Capital Reviews 

Do not Buy Money Orders from Western Union and send them USPS. This Company States "Thank you for submitting your recent InsureShield claim.
After careful review of the information and documentation provided, we are unable to
approve your claim at this time. The commodity referenced in this claim is not covered
under the terms of the carrier's liability and/or the Shipment Protection Program selected
at the time of shipment. Coverage eligibility may vary depending on the commodity, carrier,
and protection terms." There was no careful review. We insured the envelope only to have USPS lose our Priority Mail Insured Return Receipt Request in Denver. This is unacceptable for a post office. Were there fires in Colorado, yes. Should the envleope been lost? NO! Denver was not affected by the fires.

It makes you want to NEVER use UPS again! Shady practices. If you insure your package and make a claim they will do ANYTHING for claim avoidance. They try not to reach out, request endless amounts of photos and information beyond reason and do not give thorough reason for denial. They also will not release name of supervisor to pursue further. DISHONEST and class CLAIMS AVOIDANCE!

Worse customer service ever, I used PirateShip and they used UPS CAPITAL AS Their insured. The company know nothing other than write down your information and send you to a portal that they created for UPS. each time you have issues or update info, they send you to portal or make note for adjuster. Few weeks in, claim denied and they said it’s nothing they can do. Irresponsible people, it’s not their $$$ that lost, they sat there to pick up their check without helping. Rethink of what you do.

Dishonest business practices. Our claim was denied because of a damaged box, but it was damaged by the thief who tore a fist-sized hole in it to steal the stuff inside.

Absolutely the worst customer service experience. TAMARA claims adjustor was rude, belligerent, disrespectful, short and incompetent with the claim we filed. Don't bother insuring shipping goods because regardless of causality or documentation, they will not back up their services. A total scam. They are insulated as the company insuring the shipper so don't expect to be supported as the customer. A circular coverage scheme designed to cover themselves but not the consumer. The set up should be illegal and Tamara should be fired.

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