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WillB
Newbie
Posts: 5
Registered: 8-28-2021
Member Is Offline
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Baja Bound insurance experience
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
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mtgoat666
Select Nomad
Posts: 18377
Registered: 9-16-2006
Location: San Diego
Member Is Offline
Mood: Hot n spicy
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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
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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…
Woke!
“...ask not what your country can do for you – ask what you can do for your country.” “My fellow citizens of the world: ask not what America
will do for you, but what together we can do for the freedom of man.”
Prefered gender pronoun: the royal we
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JZ
Select Nomad
Posts: 10546
Registered: 10-3-2003
Member Is Offline
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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]
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John M
Super Nomad
Posts: 1921
Registered: 9-3-2003
Location: California High Desert
Member Is Offline
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Will Baja Bound reply?
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]
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bajatrailrider
Super Nomad
Posts: 2432
Registered: 1-24-2015
Location: Mexico
Member Is Offline
Mood: Happy
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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
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Timinator
Nomad
Posts: 244
Registered: 6-27-2014
Member Is Offline
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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.
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advrider
Super Nomad
Posts: 1863
Registered: 10-2-2015
Member Is Offline
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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.
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AKgringo
Elite Nomad
Posts: 6027
Registered: 9-20-2014
Location: Anchorage, AK (no mas!)
Member Is Offline
Mood: Retireded
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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!
If you are not living on the edge, you are taking up too much space!
"Could do better if he tried!" Report card comments from most of my grade school teachers. Sadly, still true!
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SFandH
Elite Nomad
Posts: 7084
Registered: 8-5-2011
Member Is Offline
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| 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]
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bajatrailrider
Super Nomad
Posts: 2432
Registered: 1-24-2015
Location: Mexico
Member Is Offline
Mood: Happy
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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 .
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pacificobob
Super Nomad
Posts: 2306
Registered: 4-23-2006
Member Is Offline
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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.
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David K
Honored Nomad
Posts: 64848
Registered: 8-30-2002
Location: San Diego County
Member Is Offline
Mood: Have Baja Fever
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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!
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LancairDriver
Super Nomad
Posts: 1593
Registered: 2-22-2008
Location: On the Road
Member Is Offline
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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.
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bajatrailrider
Super Nomad
Posts: 2432
Registered: 1-24-2015
Location: Mexico
Member Is Offline
Mood: Happy
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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 .
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John M
Super Nomad
Posts: 1921
Registered: 9-3-2003
Location: California High Desert
Member Is Offline
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First timer
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
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SFandH
Elite Nomad
Posts: 7084
Registered: 8-5-2011
Member Is Offline
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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.
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motoged
Elite Nomad
Posts: 6481
Registered: 7-31-2006
Location: Kamloops, BC
Member Is Offline
Mood: Gettin' Better
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| 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.
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Blame the victim?
Nice welcome message. 
Don't believe everything you think....
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David K
Honored Nomad
Posts: 64848
Registered: 8-30-2002
Location: San Diego County
Member Is Offline
Mood: Have Baja Fever
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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.
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John M
Super Nomad
Posts: 1921
Registered: 9-3-2003
Location: California High Desert
Member Is Offline
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Recover what is due isn't the only issue
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
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geraldalexander7
Nomad
Posts: 100
Registered: 5-3-2017
Location: La Paz-Winter/California-Summer
Member Is Offline
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Waiting to hear from "Baja Bound" ???
Facebook.com/Gerald Beltran
Casas & Condos for rent in La Paz...$100US per/month.....Daily & weekly rates also.
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