BajaNomad - Baja Bound insurance experience

Baja Bound insurance experience

WillB - 8-28-2021 at 05:36 AM

I bought a BajaBound policy through Chubb for my drive to southern Baja. While the policy was easy to secure, submitting an actual claim was a horrible experience. I unfortunately hit a deer on February 16, 2021. In the attached picture, you can see that the damage consisted of a dented hood and side panel, caved in radiator, and broken transmission fluid cooler. I submitted a claim the next day, and by the afternoon a tow truck took my vehicle to the mechanic. At this point, I was really pleased with the service. Little did I know that I wouldn’t see my van for three months.
After the first month, the mechanic’s story was that Chubb wouldn’t authorize him to buy the ~10 parts to fix the van. Contacting Chubb was impossible because it was a voicemail chain all in spanish, and even then no one would answer the phone. Bajabound did help contact Chubb. The first Chubb representative told me that there was confusion over which vehicle to authorize at the mechanic and that now the repairs were underway. The next representative sent me an email saying that this is not how Chubb does business and stating that Chubb would reimburse me for $1000 in car rental and $500 in hotel fees (see email excerpt below). This seemed nice, although it was a complete lie.
After the second month, the contact dropped off. I started going directly to the mechanic and his main excuse was that the supply chain was so messed up that he couldn’t get the parts. Finally, my wife and kids flew back to the States, and I stayed behind to get the van because the mechanic promised it would be done in two weeks.
Well, two weeks went by and neither Chubb nor Bajabound would help. The mechanic still didn’t have the parts and the van was undrivable. I finally flew back to the states and purchased another car to use for my family. I had friends that agreed to pick up the van when it was done and drive it back to the States.
After three months, my friends’ deadline was up to leave Baja. They stopped by the mechanic to discover that the van was no longer at the shop. Surprise, surprise the mechanic had the vehicle at his house, which most likely means he was using it as his private vehicle. He said that the parts had just come in and the repair would take a couple more days. We gave him two hours to replace the parts, which he reluctantly did after calling the cops on us. After telling the cops the whole story, they sided with the gringos. We got the van and took it to another mechanic to make sure that it was repaired correctly. Although the repair lasted for the trip back to the States, it broke shortly thereafter.
I’ve contacted Bajabound and Chubb seeking reimbursement for the expenses I incurred, and was encouraged to incur, and neither have responded.
After reading reviews of Bajabound and Chubb, it is apparent that they are happy to take your money. Look for yourself, most of the reviews rave about how easy the website is to navigate and you can get a policy within minutes. That is great if all you want is a policy, but I hope you never have to actually submit a claim under the policy because it was a nightmare. I actually incurred more expenses after relying on them to help than I would have by organizing the repair myself.
My goal isn’t to rant about a poor experience, I would actually like to see these companies suffer somehow. They didn’t care about me when I was a customer, and I doubt they will care about me if I file one lawsuit. It seems that they have a common practice of taking people’s money and then letting them suffer after an accident happens. I’m guessing a class action complaint would get some attention, so I am searching for other people that have been screwed over by these lying scammers.

In the meantime, my plan is to slowly file claims and reviews:
Contact the California Department of Insurance: http://www.insurance.ca.gov/01-consumers/101-help/index.cfm
Contact the Mexican Regulators:
https://phpapps.condusef.gob.mx/margo.0.1/registro.php?ban=t...
BBB:
https://www.bbb.org/us/ca/san-diego/profile/insurance-servic...
https://www.bbb.org/us/or/portland/profile/insurance-service...

Making a list of all the publications that recommend Bajabound to let them know what happens when one actually needs help for a policy instead of just getting policy.

Thanks for reading, please contact me if you have had a similar experience or advice.
Will

van small.png - 90kB

mtgoat666 - 8-28-2021 at 06:30 AM

Quote: Originally posted by WillB

I bought a BajaBound policy through Chubb for my drive to southern Baja. While the policy was easy to secure, submitting an actual claim was a horrible experience. I unfortunately hit a deer on February 16, 2021. In the attached picture, you can see that the damage consisted of a dented hood and side panel, caved in radiator, and broken transmission fluid cooler. I submitted a claim the next day, and by the afternoon a tow truck took my vehicle to the mechanic. At this point, I was really pleased with the service. Little did I know that I wouldn’t see my van for three months.
After the first month, the mechanic’s story was that Chubb wouldn’t authorize him to buy the ~10 parts to fix the van. Contacting Chubb was impossible because it was a voicemail chain all in spanish, and even then no one would answer the phone. Bajabound did help contact Chubb. The first Chubb representative told me that there was confusion over which vehicle to authorize at the mechanic and that now the repairs were underway. The next representative sent me an email saying that this is not how Chubb does business and stating that Chubb would reimburse me for $1000 in car rental and $500 in hotel fees (see email excerpt below). This seemed nice, although it was a complete lie.
After the second month, the contact dropped off. I started going directly to the mechanic and his main excuse was that the supply chain was so messed up that he couldn’t get the parts. Finally, my wife and kids flew back to the States, and I stayed behind to get the van because the mechanic promised it would be done in two weeks.
Well, two weeks went by and neither Chubb nor Bajabound would help. The mechanic still didn’t have the parts and the van was undrivable. I finally flew back to the states and purchased another car to use for my family. I had friends that agreed to pick up the van when it was done and drive it back to the States.
After three months, my friends’ deadline was up to leave Baja. They stopped by the mechanic to discover that the van was no longer at the shop. Surprise, surprise the mechanic had the vehicle at his house, which most likely means he was using it as his private vehicle. He said that the parts had just come in and the repair would take a couple more days. We gave him two hours to replace the parts, which he reluctantly did after calling the cops on us. After telling the cops the whole story, they sided with the gringos. We got the van and took it to another mechanic to make sure that it was repaired correctly. Although the repair lasted for the trip back to the States, it broke shortly thereafter.
I’ve contacted Bajabound and Chubb seeking reimbursement for the expenses I incurred, and was encouraged to incur, and neither have responded.
After reading reviews of Bajabound and Chubb, it is apparent that they are happy to take your money. Look for yourself, most of the reviews rave about how easy the website is to navigate and you can get a policy within minutes. That is great if all you want is a policy, but I hope you never have to actually submit a claim under the policy because it was a nightmare. I actually incurred more expenses after relying on them to help than I would have by organizing the repair myself.
My goal isn’t to rant about a poor experience, I would actually like to see these companies suffer somehow. They didn’t care about me when I was a customer, and I doubt they will care about me if I file one lawsuit. It seems that they have a common practice of taking people’s money and then letting them suffer after an accident happens. I’m guessing a class action complaint would get some attention, so I am searching for other people that have been screwed over by these lying scammers.

In the meantime, my plan is to slowly file claims and reviews:
Contact the California Department of Insurance: http://www.insurance.ca.gov/01-consumers/101-help/index.cfm
Contact the Mexican Regulators:
https://phpapps.condusef.gob.mx/margo.0.1/registro.php?ban=t...
BBB:
https://www.bbb.org/us/ca/san-diego/profile/insurance-servic...
https://www.bbb.org/us/or/portland/profile/insurance-service...

Making a list of all the publications that recommend Bajabound to let them know what happens when one actually needs help for a policy instead of just getting policy.

Thanks for reading, please contact me if you have had a similar experience or advice.
Will

Sounds like a horrible experience!
I have heard good things about baja bound, but sounds like perhaps they have changed for the worse.
Sometimes the only way to get action from companies is by publicly shaming them…

JZ - 8-28-2021 at 06:52 AM

This is on the mechanic and Chubb not Baja Bound.

Sounds like Baja Bound got you in contact with them when you asked.

This statement is incorrect "bought a BajaBound policy through Chubb." You bought a Chubb policy through Baja Bound.

You should be upset, but looks like you are mad at the wrong ppl.

[Edited on 8-28-2021 by JZ]

Will Baja Bound reply?

John M - 8-28-2021 at 07:37 AM

We've had Baja Bound for years. Fortunately no claims.

Apparently we may be mistaken to think Baja Bound would be more involved in helping in the event of an accident or other claim.

We would certainly like to see a posting here from Baja Bound, especially detailing how WillB was perhaps expecting too much from them.

It's about time for us to renew our annual policy, should we explore other options? Is WillB's experience typical?

Edited to add this from the Baja Bound website

John M

[Edited on 8-28-2021 by John M]

bajatrailrider - 8-28-2021 at 08:04 AM

Who ever sold the policy is responsible as they took the money. This is a horror story so sad this happened. I can only report my experience with Bernie's Mexican Ins. I was not driving got my new at time 2 month old Toyota prerunner. Returned to near totaled called agent late night. Next day I made truck so I could drive it. Adjuster waiting made report at body shop . Repairs close to 10 grand . I told them better be good repair. Because that was my work 45 years. Told them order parts call me back when you have them. Also told them all factory Toyota parts in the box . I acept no china parts all good and good repairs

Timinator - 8-28-2021 at 08:34 AM

Mexican Insurance is mostly for Mexican nationals to be compensated should you do anything in their country, not to reimburse you for any loss. There have been exceptions, but they are the exception, not the rule.

We had hurricane damage on our condo and the complex had hurricane coverage as required by Mexico law. The company said we were too close to the ocean for them to be liable for the coverage. The same guy that sold us the coverage too. Welcome to Mexico.

advrider - 8-28-2021 at 08:44 AM

I will be following this for sure, I've always used Baja bound but never made a claim. This is not something I would want to deal with from the states with my truck sitting in Baja, all the while trying to work and continue life!

I really hope we get a response from Baja bound as well, I know that one of our members his a rep for them. Sorry you had to deal with this mess. Not speaking much Spanish has all ways made me worry about just this kind of situation.

AKgringo - 8-28-2021 at 08:58 AM

I am curious how the the repair facility was selected. Did the insurance company have a list of approved shops, or was he selected by the tow truck driver, or you?

I only carry liability on my older vehicles, and have never had to use it. I sure hope you are able to recover your costs, plus something for the B.S. you have experie ced!

SFandH - 8-28-2021 at 09:01 AM

Quote: Originally posted by lencho

I've never dealt with an accident claim; does the insurance company normally interact with the repair facility, or is that the complete responsability of the victim?

I can't answer your question but I think it is the local insurance adjuster that approves repair costs.

I was in an American friend's car when an accident occurred with a Mexican car near Mulege. Since my friend was new to Mex and didn't speak any Spanish I stayed with him through the whole ordeal. Both cars were disabled, nobody was hurt.

Unfortunately, the Federales just happened to drive by and stopped. I could leave but the two drivers had to stay. So I left and walked to get my car, not far away, and returned to help out my friend.

The cops called tow trucks and the cars were towed to the cop shop in Mulege. It took a couple of hours for the tow trucks to come.

We got to the cop shop about 3 PM, my friend called his Mex insurance company, don't know which one, and spoke in English with someone. The insurance company said to stay with the car and they would send an adjuster.

The adjuster, from Santa Rosalia, showed up at about 10 PM and determined that the other driver was at fault and totaled my friend's car. It was an old beater sedan, high mileage, and not worth much, but he did have collision insurance. I think my friend eventually got $800 from the insurance company.

So it was 10 hours or so sitting around with the Federales, who did not leave.

I think the key to this story is an adjuster from the insurance company came out and settled the situation, which also satisfied the cops.

[Edited on 8-28-2021 by SFandH]

bajatrailrider - 8-28-2021 at 10:44 AM

The Ins company is in direct contact with body shop . From start to finnish yes English spoken in mexico . From my company yes they sold you policy. Are responsible from start to finish. Baja bound most people have good words about this company . We wait to hear there side before judgement. If no response then it's on them .

pacificobob - 8-28-2021 at 11:13 AM

baja bound should be scrambling to make this right.
customers will stampede to other providers after viewing negative reviews.
a modern consequence of social media on consumer behaviour.

David K - 8-28-2021 at 11:21 AM

WillB, this is your first post on Baja Nomad... Generally, this is not the typical way to introduce yourself to the group by slamming the site's primary sponsor.

That said, nobody should have a bad experience with their insurance company or the agency that sold the policy, and we all hope it gets resolved.

Baja Bound's owner is a member of this forum and from past experiences, he goes above and beyond to assist their clients in resolving issues (as rare as they are). Let's hear his version of events in all fairness.

Baja Bound sells two brands of insurance. I believe Chubb is the cheaper brand? If they act poorly, then it is an incentive to choose HDI instead.

We all will be following this. I hope you take time to introduce yourself and tell us what you like about Baja!

LancairDriver - 8-28-2021 at 11:49 AM

I for one appreciate a report like this regardless of if it is by a first time poster. After all, not all Baja experiences are just roses. Of course Baja Bound can and should respond and I’m sure most will be happy to accept their explanation. This is not an experience anyone would give high marks to their insurer for.
Having said that, I had over 100ft of chain link fence wiped out by a drunk driver and rolling over in my driveway who was insured by Geico. They are emailing me for the third time for color photos, the police report, and license plate pictures of the vehicle. All of this was promptly supplied right away and they supposedly had their adjuster out to view although no one ever saw them. So Baja isn’t the only place to get the runaround.

bajatrailrider - 8-28-2021 at 12:21 PM

I don't think it is a problem first poster to report problem. It's good for all on this site like I said. Baja bound is member and in good standing . Let's hear you story then make judgement .

First timer

John M - 8-28-2021 at 12:26 PM

I sure don't have an issue with the fact that this is WillB's first post.

Nomad is here as a forum and WillB presented the story as he saw it. What else is he to do??? post about fishing, storm clouds, sea levels, and hijackings first, then tell his story after half-dozen less important posts?

We appreciate that Baja Bound sponsors the forum and their response to this thread will be appreciated, so we can better understand how they see their role in the event a claim needs to be made, or has been made as in this case.

As I mentioned earlier, we are Baja Bound customers and loyalty is important but in the event we have a claim it'll be nice to know what they will or won't do for us.

John M

SFandH - 8-28-2021 at 12:30 PM

Sounds like getting parts was a major issue. I wonder what kind of vehicle it is. I've always thought driving vehicles that are not sold in Mexico could lead to headaches if parts are needed. Maybe that's the root cause.

motoged - 8-28-2021 at 12:40 PM

Quote: Originally posted by David K

WillB, this is your first post on Baja Nomad... Generally, this is not the typical way to introduce yourself to the group by slamming the site's primary sponsor.

Blame the victim?

Nice welcome message. :?:

David K - 8-28-2021 at 12:59 PM

Nope, just stating a fact. Read the rest of my reply. Has WilllB also posted on Talk Baja (also is sponsored by Baja Bound) or any other websites about this? If this is a real event, I want him to recover all that is his due.

Recover what is due isn't the only issue

John M - 8-28-2021 at 01:14 PM

Recovering what is due is important - but in my view what we should expect from the company we buy insurance from is also important whether it is B.B., Lewis & Lewis, Instant Mex or whomever. Does their help stop when they receive our payment?

Like AVRider, our Spanish is pretty limited. Under the stressful situation of an accident we've kept BB's phone number handy in the event we need advice or guidance from them in English.

John M

geraldalexander7 - 8-28-2021 at 02:55 PM

Waiting to hear from "Baja Bound" ???

SFandH - 8-28-2021 at 04:35 PM

This caught my eye in the original post:

"He said that the parts had just come in and the repair would take a couple more days. We gave him two hours to replace the parts, which he reluctantly did after calling the cops on us."

-----------------------------------------------------

That encounter went well, didn't it?

If I were Bajabound I wouldn't respond to this issue on a public message board. There's a lot of bad blood going on.

[Edited on 8-28-2021 by SFandH]

JZ - 8-28-2021 at 04:41 PM

Quote: Originally posted by SFandH

This caught my eye in the original post:

"He said that the parts had just come in and the repair would take a couple more days. We gave him two hours to replace the parts, which he reluctantly did after calling the cops on us."

-----------------------------------------------------

That encounter went well, didn't it?

If I were Bajabound I wouldn't respond to this issue on a public message board. There's a lot of bad blood going on.

[Edited on 8-28-2021 by SFandH]

Right from the jump I thought something was off on the story.

"After the first month, the mechanic’s story was that Chubb wouldn’t authorize him to buy the ~10 parts to fix the van."

Who waits a month to get this update? This is something you get sorted in 2-3 days. And then you get dates from the mechanic on receiving the parts, time for the repairs. You don't wait until the second month to hear there are supply chain issues.

He should have had the vehicle towed to the US within 1 week. That's how long it should have taken to determine it couldn't be fixed in Mexico in a reasonable time frame. The insurance company would have paid for that.

This isn't on Baja Bound. This is on the Op, the mechanic, and maybe Chubb.

[Edited on 8-28-2021 by JZ]

bajatrailrider - 8-28-2021 at 04:46 PM

I was in the auto repair over 45 years. In mexico it is different where we would order parts. The adjuster looks at the damage with the shop. The Ins company it self ordered the parts . It was out of the hands of body shop. It can be the the factory is out of parts or difficult to get used parts . What year and model is it ?

TMW - 8-28-2021 at 04:57 PM

Having been in a couple of accidents in Baja and dealt with Mexican insurance companies I advise only get a policy where you can take your vehicle to a repair shop of your choice and do it. Don't let the insurance company tell you where to get it fixed, if you do most likely you'll be sorry I was.

RFClark - 8-28-2021 at 05:15 PM

BajaBound is a great company! Nice Folks too!

BajaGeoff - 8-28-2021 at 06:56 PM

Hello Nomads,

Geoff from Baja Bound here. I sent a direct U2U message to WillB about the situation to get his policy number and claim number so I can follow up with Chubb directly. It does sound like the mechanic was not trustworthy and is the main cause of the issues presented here, along with the supply chain issues (which are very real). We will address all of these issues with Chubb directly.

Once I hear back from WillB, I will have our agents to review their call logs and emails with him regarding the incident so we can get to the bottom of this. We go out of our way to help our clients when it comes to claims, and many Nomads can attest to that. If you need assistance with a claim, we are always willing to help. That is what we do and have done for almost 30 years.

I'll keep you posted after WillB responds to my U2U and I know more about the situation...

Thanks!

advrider - 8-28-2021 at 07:13 PM

BajaGeoff, thanks for checking in and updating everyone. It will be nice to get the other side of the story..

AKgringo - 8-28-2021 at 07:33 PM

Quote: Originally posted by advrider

BajaGeoff, thanks for checking in and updating everyone. It will be nice to get the other side of the story..

Unless WillB comes back with another post, I would not expect to hear any more about the case. It would be unethical for BajaGeoff to discuss the details on a public forum!

mtgoat666 - 8-28-2021 at 07:50 PM

Quote: Originally posted by AKgringo

Quote: Originally posted by advrider

BajaGeoff, thanks for checking in and updating everyone. It will be nice to get the other side of the story..

Unless WillB comes back with another post, I would not expect to hear any more about the case. It would be unethical for BajaGeoff to discuss the details on a public forum!

The squeaky wheel gets the grease!

BajaGeoff - 8-28-2021 at 10:56 PM

AKGringo - That is exactly why I messaged him privately to work out the details and offer our help on the matter.

As I mentioned previously, we are always willing to help our clients with claims. Baja Bound is not some fly by night company trying to rip people off. We've been doing Mexican auto insurance for almost 30 years and our reputation in the industry has been earned by treating people with honesty and respect and helping them get their claims handled.

I can't speak for the mechanic that fouled this whole claim up, but I can say that we will do our best to make sure he is no longer a subcontractor working on behalf of Chubb clients.

I will keep everyone informed as we know more. Still no reply from WillB via U2U private messages...

norte - 8-29-2021 at 11:32 AM

Quote: Originally posted by JZ

Quote: Originally posted by SFandH

Have a friend who had CHUB. took 6 months for them to total the vehicle. And updates were hard to get with lots of run-a-round. The OP's experience is very believable in my mind.

DK--when you have a problem with a cheap insurance company...you do not just give up and get a more expensive one. You just had to shoot the poster didn't you.

JDCanuck - 8-29-2021 at 11:52 AM

Personally very interested in this case as we were about to insure before driving down. Hopefully we get an idea of the resolution and whether Chubb might best be avoided. As i saw a lot of recommendations from this site, we were also leaning to Baja Bound as the supplier.

JZ - 8-29-2021 at 12:00 PM

Quote: Originally posted by JDCanuck

Personally very interested in this case as we were about to insure before driving down. Hopefully we get an idea of the resolution and whether Chubb might best be avoided. As i saw a lot of recommendations from this site, we were also leaning to Baja Bound as the supplier.

They also offer another MX carrier other than Chubb. I would definitely use Baja Bound.

David K - 8-29-2021 at 12:48 PM

Quote: Originally posted by JZ

Quote: Originally posted by JDCanuck

They also offer another MX carrier other than Chubb. I would definitely use Baja Bound.

Yes, HDI (the one I get annually when traveling to Baja). Man, it's been so long since I drove my Tacoma in Baja! I hope that changes soon!!!

cabobaja - 8-30-2021 at 07:35 AM

Have had a Baja Bound policy for years. Always dealt with Yara.
She's the best!

nbentley1 - 8-30-2021 at 08:34 AM

I think the common denominator here is CHUBB. I have my policy through Discover Baja and needed to make a claim last July. non of the numbers were functional from Baja and I had folks try from the states with no success. I finally got a response from CHUBB after they were chased by the Discover Baja folks, I submitted all the paperwork and and now its gone deal again. I wouldn't touch CHUBB with a 10 foot pole after this experience and will go back to HDI.

BajaGeoff - 8-30-2021 at 11:49 AM

Hello Nomads,

Still no response to my private message to WillB.

However, I did talk with our agent Yara who has been helping him with this claim since the beginning. She forwarded me the string of emails between Chubb, Baja Bound and WillB which shows the correspondence starting this past March that goes all the way to last Wednesday, August 25th. We also have all of the WhatsApp messages between our office and the Chubb claims center that show the progression of the claim. We would be happy to share all of these emails and messages to offer full transparency - with permission from WillB of course!

 The bottom line is…

Chubb did their duty and paid for the car to be repaired. Because the repair took longer than anticipated, Chubb did the right thing and waived the deductible for the client. Additionally and in Chubb’s defense, they provided more rental vehicle coverage as well as more reimbursement for hotel expenses than what is normally covered by the policy.

So what are the main issues with the claim that we can see?

1. The mechanic took much longer to fix the vehicle than anticipated. We have had a number of claims take much longer than we’d like over the last year due to not being able to get parts and the supply chain issues the world is experiencing right now. This definitely played a big part in the delay with this claim, but we certainly would like to know issues with this specific mechanic and are looking into it with Chubb. Historically, La Paz has always been a tough location in Mexico to source vehicle parts.

2. The delay with the reimbursement of WillB’s travel expenses. According to our agent Yara (who serves as our claims liaison) Chubb has had some staffing issues as a result of the pandemic, so things are taking longer to get processed. At no point was the claim denied, or disputed and it will get paid. It is simply taking longer to get processed, and we are pushing Chubb to get a check issued ASAP.

So in direct response to WillB and his initial post:

We truly empathize with your frustrations regarding the delay in repairs to your vehicle. That said, there is no “fraud” here and no “people getting screwed over by lying scammers.” We would be happy to share all of the correspondence related to the matter on this forum with your permission. Our reputation as an honest and hard working insurance agency has been earned over the last three decades and we stand by it.

We always go above and beyond for our clients and work with them to get the best and fastest possible outcome during a claim. As an example, Yara spent almost five hours helping you with this claim on a Saturday afternoon when our office was closed for the weekend. Throughout this process we have worked consistently with Chubb to improve the situation by waiving your deductible and providing the other benefits mentioned above. We have been in steady and consistent communication with you as well.

Your claims of Baja Bound perpetuating fraud and us not communicating with you are completely false, damaging to our reputation, and libelous in nature. As mentioned above, we have all the documentation to fully back this up.

We hope this issue is resolved as soon as possible, and we’ll update this thread as we get more information.

JZ - 8-30-2021 at 12:00 PM

Thanks for the update Geoff. Very thorough.

JDCanuck - 8-30-2021 at 12:15 PM

Thanks so much for that response! We will certainly use your company (and Chubb ) in the future to obtain our Mexico insurance. You've certainly convinced us

JZ - 8-30-2021 at 12:23 PM

Quote: Originally posted by lencho

Why is this?

San Diego and major industrial hubs in other parts of Mexico, are a only few transport days away, a lot less by air freight...
:?:

You ask a lot of nit picky questions on here.

mtgoat666 - 8-30-2021 at 12:33 PM

I would be at my wits end too if my insurance matter was still unresolved 6 months after the accident!
Covid excuse for slow response…
La paz is so remote so parts take long time to get…
So many excuses, the OP just wanted someone to care enough to pay attention to his claim!

The OP was right to spray complaint on intwrnet. Sounds like only thing that got people to pick up phone, shuffle paperwotk…

Mr. Bills - 8-30-2021 at 01:16 PM

The prior two posts complaining about Baja Bound suggest that those posters may not have read Baja Bound's detailed response to OP's initial report which details how Baja Bound and the insurer were both responsive to OP and how both have attempted to resolve OP's issues.

BTW,

Supply chain issues are real in 2021; and

Staffing issues due to the Covid-19 pandemic do exist and and are not uncommon.

None of us may like those facts, but those are nevertheless the facts.

David K - 8-30-2021 at 02:40 PM

What a wonderful response BajaGeoff!

As I expected from past experiences with Baja Bound, you guys rock at seeing your customers are well cared for.

Since WillB's one (and only) Nomad post (so far) was to vent, he may not be back or even know what a u2u is (hint: private message system, click the blue link at the top by your Nomad name).

Maybe and interesting read might be what would you say the difference is between Chubb and HDI as far as, why pick one over the other, if there are reasons more than just price?

Thank you, Geoff.

mtgoat666 - 8-30-2021 at 02:54 PM

The online complaint worked! He got the attention he needed! Good news!

But he still doesn't have his money, so there is still one more chapter in this story....

BajaGeoff - 8-30-2021 at 03:13 PM

That's the funny thing mgoat666...we do have a long thread of emails and WhatsApp messages dating back to when the OP first contacted us in March. We've been helping and communicating the entire time and have the documentation to prove it. Whether you care to believe it or not, the supply chain issues are very real, as are staffing issues, and even prior to Covid we have always had issues with sourcing spare parts in La Paz, which is strange since it is a sizable city.

Just for a little perspective and clarification as well, the only unresolved matter here is the reimbursement check for the additional travel expenses to get back to the US. The OP submitted those receipts in July, so he has been waiting a little over a month to receive that payment. It's fair to say the process has been slower than it should be, but to call it "fraud" and "people getting screwed over by lying scammers" is in fact, totally false.

Quote: Originally posted by mtgoat666

I would be at my wits end too if my insurance matter was still unresolved 6 months after the accident!
Covid excuse for slow response…
La paz is so remote so parts take long time to get…
So many excuses, the OP just wanted someone to care enough to pay attention to his claim!

The OP was right to spray complaint on intwrnet. Sounds like only thing that got people to pick up phone, shuffle paperwotk…

BajaGeoff - 8-30-2021 at 03:18 PM

It has nothing to do with shipping lencho. It has everything to do with the availability of the parts themselves. You can't ship a part that you don't have amigo!

Quote: Originally posted by lencho

Why is this?

San Diego and major industrial hubs in other parts of Mexico, are a only few transport days away, a lot less by air freight...
:?:

BajaGeoff - 8-30-2021 at 03:26 PM

We have been proactive and helpful lencho. Like I said in my previous posts, we have all of the correspondence with WillB documented going back to when he contacted us at the end of March. We would be happy to share all of it here with permission from the client.

Quote: Originally posted by lencho

I don't know what BB's role is technically / legally in all of this, but I would have expected more proactive support from an agency whom I trusted to sell me quality insurance.

JDCanuck - 8-30-2021 at 03:37 PM

I would think if i ran into a deer (and i have, with no expectation that my insurer would make it right) and caused the kind of damage we see in the picture I would be very grateful an insurance company treated me the way Chubb and Baja Bound have. They supplied compensation above the amount they contracted for and the OP's choice to remain in La Paz while parts were a long time coming, then moving the vehicle to a second repair shop at that late date were his choice, not Chubb's or BB's. Evidently, the inadequate final inspection and repairs were done by the OP's choice of shops. They've got my business in the future for sure!

[Edited on 8-31-2021 by JDCanuck]

Shortage of parts due to Covid

Barry A. - 8-30-2021 at 04:23 PM

Products are hard to come by all over, due to Covid. We are trying to put a new roof on a house using GAF asphalt shingles. GAF is one of the biggest supplier of roof-shingles in the world. They tell us they can't possibly provide their advertised shingles we want until NEXT YEAR due to lack of product being produced due to COVID crippling the supply-line personnel at the production plants. Times are tough!!!

[Edited on 8-30-2021 by Barry A.]

BajaGeoff - 8-30-2021 at 04:31 PM

I wish I had an answer for you lencho and I agree that a city that size should have decent resources available. It just seems like every time a client of ours is needing parts in La Paz they are either hard to track down or need to be sourced outside of Mexico and shipped, which obviously causes delays to the repair process.

I got lucky in La Paz once!

AKgringo - 8-30-2021 at 05:11 PM

I needed a radiator for my old style Kia Sportage, which had not been manufactured since 2002, and was never sold or serviced in Baja!

I was staying at Campestre Maranatha at the time, and the owner (Jose) did a phone search of part suppliers and mechanic shops, and found one that had been ordered for a customer years earlier, but never installed.

The guy was so happy to get rid of it, I got it installed for less than I could buy one in the US!

Sorry for the mini hijack!

WillB - 8-31-2021 at 07:10 AM

My response to Geoff:

"We would be happy to share all of these emails and messages to offer full transparency - with permission from WillB of course!" -Geoff

You can post anything you want. I recommend starting with my July 9th email detailing my list of expenses with receipts to which neither Baja Bound nor Chubb responded. Next, I would suggest my August 17th email warning both companies that "Unless I have some sort of reply within 7 days, I will resort to other means against both companies."

"they provided more rental vehicle coverage as well as more reimbursement for hotel expenses than what is normally covered by the policy." -Geoff

They said they would and then radio silence. Thus, this statement is currently incorrect. And, when you induce someone to incur expenses in reasonable reliance on repayment, that is fraud.

"The mechanic took much longer to fix the vehicle than anticipated." -Geoff

The Chubb policy itself says repair in thirty days, subject to exceptional conditions. It is unclear whether my repair was even authorized within this time period. And, it a basic radiator for a Ford van. I could have biked to California, got the parts, and biked back in the three months this repair took.

"It is simply taking longer to get processed, and we are pushing Chubb to get a check issued ASAP." -Geoff

It has now been 53 days, and I have not even heard from Chubb that my expenses have been received. This indirectly supports the same delay in authorizing the repairs.

"As an example, Yara spent almost five hours helping you with this claim on a Saturday afternoon when our office was closed for the weekend." -Geoff

This was May 22nd, the day we showed up to discover my van at the mechanic's personal house. Also the day we gave him two hours to complete the repair with the parts that were sitting at his shop. Then, he initially refused to release the van until I paid the deductible in cash. I'm pretty sure my day was more inconvenienced than the company I assumed would solve this problem before it came to essentially taking the van from the repair shop...

"We have been in steady and consistent communication with you as well." -Geoff

Feel free to publish your last email from Monday May 24th, which undermines the steady and consistent communication claim.

Please update if you have more information. Until then, it's not libel if it is based on facts.

Will

WillB - 8-31-2021 at 07:17 AM

Quote: Originally posted by AKgringo

I am curious how the the repair facility was selected. Did the insurance company have a list of approved shops, or was he selected by the tow truck driver, or you?

I did not select the mechanic. It seemed like the Chubb agents knew this mechanic and used him before. This is one of the reasons I wondering if other people have experienced this problem with these companies and this mechanic. If so, it is inexcusable for Baja Bound to offer Chubb policies to customers.

WillB - 8-31-2021 at 07:29 AM

Quote: Originally posted by David K

WillB, this is your first post on Baja Nomad... Generally, this is not the typical way to introduce yourself to the group by slamming the site's primary sponsor.

Good point, David. For background, I've been travelling to Baja for about 10 years now for surfing and kitesurfing. Last year, we decided to drive to La Ventana (small kiting town past La Paz), and I researched what insurance to buy. I came across BajaNomad, which has tons of great information. While I did not take the time to register and post, I read a ton of great information that helped with planning the trip and completing the trip. So, thank you to everyone that does post here for that help! This was also the reason I chose BajaBound because they sponsored this site. When they blew me off, even my warning that I would take other actions against them if they didn't at least reply to my email, I thought this was probably the best place to start.

bajatrailrider - 8-31-2021 at 07:32 AM

Are you saying you have a Ford van what year. You waited 3 months for a radiator?

David K - 8-31-2021 at 08:28 AM

Quote: Originally posted by WillB

Quote: Originally posted by David K

WillB, this is your first post on Baja Nomad... Generally, this is not the typical way to introduce yourself to the group by slamming the site's primary sponsor.

Thanks for coming back with replies to us.
Did you figure out how the u2u message works?
If Chubb did their job then you wouldn't have a beef with Baja Bound, I think?
Covid has made the world a tough place to get things done the way we are used to. Travel to Mexico is still for essential purposes (officially)... So, you kind have to expect things not to be 100%. Sucks the deer chose your van to run into!
Now, let's see what it takes to make you a happy camper!

bajatrailrider - 8-31-2021 at 08:43 AM

David good amigo the company that took your money. Is responsible for all others involved. No if ands or buts the only issue . Did Baja bound take care of there customer. In a timely matter I had to deal with this for over 45 years in bussines. I did state Baja Bound is in good standing. Only question in is was this case taken care of? If yes great if not make it right to the customer.

David K - 8-31-2021 at 09:14 AM

Well, Geoff has responded in good faith and when he gets to work today, I expect he will again.

bajatrailrider - 8-31-2021 at 12:24 PM

That is great 👍 David make all happy that is what it is about.

BajaGeoff - 8-31-2021 at 04:57 PM

Hey Nomads...

Working on our response to this for WillB. Lots of emails and correspondence to go through! I'll keep you posted...

Thanks!

David K - 8-31-2021 at 05:26 PM

Thank you, Geoff. I know of no other Mexican Insurance agency who communicates with us regularly on Nomad or is this transparent.

WillB - 9-3-2021 at 12:32 PM

Wanted to post an update:

Geoff contacted me directly and then sent me a form for a full reimbursement of all of my expenses. While I have not been reimbursed yet, he is working hard to resolve this situation. As for this week, top notch service by BajaBound.

Will

David K - 9-3-2021 at 03:36 PM

Quote: Originally posted by WillB

Wanted to post an update:

Geoff contacted me directly and then sent me a form for a full reimbursement of all of my expenses. While I have not been reimbursed yet, he is working hard to resolve this situation. As for this week, top notch service by BajaBound.

Will

That's why we are thrilled Geoff is here and glad that his company goes the extra 'kilometer'!
Thank you Will for sharing both good and bad news.

BajaGeoff - 9-3-2021 at 06:53 PM

Thanks WillB!

The check was sent out by two day priority mail this afternoon. It will arrive Tuesday because of the Labor Day holiday on Monday.

Clearly things could have gone much better with this claim, but we take it as an opportunity to work with Chubb and improve so it doesn't happen again. Two days before WillB posted on the forum there were several emails between Chubb and our office following up on the reimbursement check, but WillB was not copied on them. So even though things were still progressing, he was out of the loop. A little communication goes a long way!

At the end of the day, claims are never fun to go through and this one had a perfect storm of things go wrong. Much thanks to WillB and his patience in all of this. We always do our best to make sure our clients are taken care of...this claim just took a bit longer to resolve.

Enjoy the holiday weekend Nomads!

¡Viva Baja!

advrider - 9-3-2021 at 08:28 PM

Good to see, things happen, especially in Mexico! Goat will be along to complain about everything shortly, no matter the outcome!

mtgoat666 - 9-3-2021 at 10:13 PM

Quote: Originally posted by advrider

Good to see, things happen, especially in Mexico! Goat will be along to complain about everything shortly, no matter the outcome!

Glad to hear he is reaching a conclusion to his ordeal. Sorry to see he was treated so poorly that he had to use public shaming to get people to react.
Nothing is more frustrating than dealing with a bureaucracy that makes life miserable.
But happy he got his conclusion! :bounce:

tjsue - 9-3-2021 at 10:43 PM

And here's the BajaBound pickup that was parked next to me in the garage at a soccer game at USD.

BajaGeoff - 9-3-2021 at 10:54 PM

Thanks advrider!

BajaGeoff - 9-3-2021 at 10:59 PM

Hello TJSue....yes that is my truck. We started sponsoring the SD Loyal about halfway through the season and have had a promo booth at their home games. Our crew will be at the game this Sunday if you want to come by and say hello!

defrag4 - 9-20-2021 at 12:06 AM

good luck amigo

[Edited on 9-20-2021 by defrag4]

aburruss - 9-20-2021 at 04:29 PM

Unrelated - sorry to hijack.. Geoff, do you or does someone from bajabound live or drive a lot in east county San Diego? I see a truck on my daily commute with a custom license plate that makes me think its one of your crew!

BajaGeoff - 10-4-2021 at 02:37 PM

Hey aburruss...it's not any of us in the office!