Sentimental grandfather says insurance check from the post office doesn't make up for the value of the diamond necklace that went missing in the mail.

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Today's Call for Action lesson: insurance may replace what you lost-- but not its value.

GREENSBORO, NC -- Insurance. It's not a sexy topic. We have it for our homes, our cars, our health. The expectation is - we pay in. If something goes wrong - insurance will pay out. It didn't work that way for a sentimental grandfather who sent jewelry to his granddaughter through the mail. Today's Call for Action lesson: insurance may replace what you lost, but not necessarily its value.

Three granddaughters. Three diamond necklaces for each of their 16th birthdays. "The circle was a never ending circle of love," says John Coley.

But when John mailed the last necklace to his 3rd granddaughter Hayley, a circle of frustration started. John mailed the necklace December 14. He paid for proof of delivery and insurance. The package tracking number showed a delivery date of December 16, but his granddaughter didn't get it.

If you do have to file an insurance claim, you will have provide proof of the item's value. Acceptable forms of proof are: receipts, an invoice or bill of sale; a copy of a cancelled check or money order; a credit card billing statement; a final and complete transaction sheet indicating the amount deducted from an Internet account or other documentation indicating the amount paid.

So John went to the post office to talk to a clerk. "She looked it up on the computer, and I heard this 'No. This isn't right.'" Here's what the post office clerk saw. An internal document says "arrival at unit" which means the package actually came back to the post office on December 17.

A month later though, still no package. John circled back to a post office and talked to a supervisor. John says, "He got upset after he saw on the computer the way it is scanned in and went over and found it."

You'd hate to lose a $500 necklace that is so sentimental. But for some reason, the post office still didn't deliver the necklace to John or his granddaughter. At that point, John got in touch with Call for Action and we called the post office.

John says, "All of a sudden I had a supervisor calling, 'We are going to be going to every place it would've gone through. I'm taking people, not the people from there.' And they still couldn't find the package."

The necklace disappeared. Because John bought the insurance, the post office paid John for the necklace, $430.30 But the jewelry store doesn't carry the necklace anymore, so his refund can't really replace what he lost. "Hopefully they can find one, and I can at least give my third granddaughter the same necklace the other two got," John says.

Another problem John faces now - he got a discount on each necklace - when he bought them five years ago! He's looking at spend more now. But the post office would only reimburse him for the amount he paid.

The post office say has apologized to John ans says they understand John's frustration. They wish they'd found the necklace too.

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