Dear Mr. Schrijver,

We are very sorry to hear our service didn’t meet your expectations. As you mentioned, your container getting flooded due to bad weather in Malaysia is out of USP’s control. However, the whole team here in Bangkok understands your frustration, and this is why we have been helping you with the insurance claim, follow ups, etc. as much as we can, ever since we found out about the damages incurred on your shipment.

I would like to clarify a few points:

- “Still not 1 dollar received as compensation (75% of our container had mold and water damage, pics submitted to insurance and 2 loss adjusters inspected and agreed on all damage).”

Our insurer sent you a pre-settlement offer of USD 18,000.00 to you on February 25th. Up to this day, and despite several follow ups from their side as well as ours, I still don’t see any approval/signature from you on this, hence why you still haven’t received 1 dollar yet… Considering the extent of the damages (again, incurred by bad weather/ floods which are not under our control), the insurance company offered this first settlement as a way for you to buy all the essentials, while waiting for the entire claim to be processed/settled. All they needed at this point was a confirmation from you so they could proceed with the payment.

- “A lot of finger pointing but as responsible agent, clearly not able to manage a proper resolution in a timely manner. Would never use USP again or recommend if they are unable to safeguard your household items or deal properly with the damages.”

As the responsible agent, we indeed took all necessary measures in a timely manner. The claim was initiated on the same day of your initial phone call to me when the damages were reported. We have then ensured constant follow ups with the insurance company and kept you constantly updated. As mentioned during the several phone calls you and I had over the past weeks/months, we are not self-insured. Like any other moving company, our moves are insured through an international insurance company/underwriters. As you know, insurance claims, especially for such a large amount, come with quite a lengthy process as they would need to 1. Survey/ assess the damages 2. Review the amount you are claiming 3. Settlement offers etc.
Therefore, we managed to get this pre-settlement offer mentioned above from the insurance company on your behalf, to cover most of your first-off expenses.

The “proper resolution in a timely manner” from us is only possible if you also take some time to approve the settlement offer (only take a couples of minutes). You could also dispute it in a few clicks on the insurance portal if you wanted to.

Last but not least, I would also like to point out the fact that the flood happened while your container was stored in Malaysia (for around 2 months). Initially, when dealing with our Bangkok Relocation Specialist, you asked for an immediate dispatch of your shipment, as you were in a rush to receive it at destination. We dispatched your container right after packing in order to match your requirements/needs. Therefore, although what happened is very unfortunate, I still believe we provided timely services and in alignment with what was agreed and requested from your end since Day 1 Ruben.

We always try to put ourselves in our customers’ shoes, and in your position, we would probably be very frustrated as well. We do understand you felt the need to share your frustration publicly, and we can only hope you will understand we also wanted to share our side of the story.

Take care Ruben, and USP’s full team wishes you well in Malaysia!