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Raguel Malik
Gallente
Aliastra
Posted - 2005.12.20 21:10:00 - [1]
 

I was wondering if anyone else has had any issue similar to this before concerning your ship insurance.
A few nights ago I lost my Thorax to several rats... It happens.. no biggie. What I was unprepared for though was that the insurance policy that I know I had in force was not paid. Instead I received an evemail stating that my policy lapsed a few hours AFTER my destruction and that I will only get 2 mil as a gift. The really weird thing is that 5 mins later I received 8 more emails stating that my insurance had expired but each email listed a different date. A few were even past my destruction date. I submitted this issue to the ask a question center, and the responses have been as follows...
"This eve mail bug you describe has been verified and is not something we have seen before. However, after looking into your insurance logs, we find that you have never insured a Thorax. If you disagree you can look up the payment of the insurance policy in your wallet journal and send us the timestamp. It seems that this is a mistake of some sort as we can not find any such transaction on your logs."

After following the instructions the representative laid out I discovered that Several of my ships were not listed as having had insurance bought for them. Yet on the insurance screen it will list coverage as my Late thorax had. I sent that information to the support rep and it was stated that I had never purchased insurance for my Thorax.. However my questions are if I had never bought insurance for my Thorax why would it say it was covered and more importantly why would I get a dozen emails saying that the coverage has expired several of which were past the destruction date.. so, has anyone ever had any similar incident?

DogTyred
Cool4Cats
Posted - 2005.12.20 21:27:00 - [2]
 

I've had a similar problem that i have a petition running for


lost ship then slightly suprised to get uninsured ship mail

2005.12.17 20:13
RefID:747231003 Your friendly insurance company has transferred 30000000 ISK into your account for the recent loss of your ship. This payout is the default
payout for an uninsured ship. If you are interested in better insurance then please visit a station with an Insurance Service for further details.

then even more suprised

2005.12.17 20:13
RefID:747231003 This is an automated message. The contract for ship insurance you made for a Typhoon from 2005.09.23 20:31:24 to 2005.12.16 20:31:24
is considered invalid because the contract has expired. Due to this no payment is being made for the reported destruction of this ship.


then flabergasted nearly a full day later to get

2005.12.18 14:34
RefID:747231003 This is an automated message. The contract for ship insurance you made from 2005.09.23 20:31:24 to 2005.12.16 20:31:24 has expired.

theres definately a bug here, i wouldn't give up on it if i were you....

Raguel Malik
Gallente
Aliastra
Posted - 2005.12.20 21:36:00 - [3]
 

That is EXACTUALLY what has happend to me. So far it seems like I am running into a wall with the petion support I was hoping that if more people are having this issue a Dev or a High Level GM might see it and help us out..

Rags

RazorJack
Posted - 2005.12.20 22:32:00 - [4]
 

The insurance reminder system is still bugged it seems. Basically you should get a reminder whenever an insurance policy for a ship expires. However, this doesn't occur and the insurance will expire silently.

If at some later time, you do any interaction with the insurance system (get a ship killed, take out new insurance for a ship, etc) then all of these 'unsent expiry messages' which are sitting in the insurance system suddenly flood your inbox.

Bit of a bugger, as typically you get these emails when you lose a ship, and the email politely tells you that your insurance has expired .

Raguel Malik
Gallente
Aliastra
Posted - 2005.12.20 22:51:00 - [5]
 

Whats really funny is how some of the emails listing expired list it as being AFTER the destruction. I would love to see a comment from a Dev or GM on this and hopefully get it fixed.

DogTyred
Cool4Cats
Posted - 2005.12.21 19:14:00 - [6]
 

Edited by: DogTyred on 21/12/2005 19:17:47
well my petition has been turned down. Apparently it's not there fault, now theres a suprise....Don't quite understand what the point of sending an expiry notice after a destruction is, but hey...can't say i'm suprised any more. Dont hold your breath waiting for a reply other than summit like "it's the players responsibilty to track insurance expiry"

Raguel Malik
Gallente
Aliastra
Posted - 2005.12.21 19:26:00 - [7]
 

Yeah here is what I just got.....

"The expiration mails you got are from several ships, not just the Thorax.
It is a bug that you get sent the expiration mails when you lose a ship but we feel that the cases do not warrant reimbursement as the information on whether the ships are insured or not can be accessed through other means.

I'm sorry for the trouble this has caused you."

The issue I really have is this.. before I took my Thorax out it said I was covered but they don't seem to be understanding that. Also they tried to tell me that I never insured mny Thorax.. well if that was the case why would I get emails saying that my insurance expired if I never insured it. I am not giving up yet I would really like justification.. of course I am still a fairly new player only a little over 3 months under my belt so I still have hope...

DogTyred
Cool4Cats
Posted - 2005.12.21 22:19:00 - [8]
 

You seem to be assuming there is some logic to the petition process :)

Raguel Malik
Gallente
Aliastra
Posted - 2005.12.22 14:45:00 - [9]
 

I was making that assumption util I just got this post from the support group. "I'm not arguing that the mails are not sent at the right time, I stated that in my earlier reply.
With the deployment of RMR then unfortunately a lot of our back logs were deleted, the age of the character doesn't matter.
You received 9 EVEmails informing you of insurance expiration and some of them were duplicates.

You are correct, the ship was insured before the incident, it was however insured up to 2 hours before the incident, not at the time you lost it.

I'm sorry for not being able to assist you further with this matter."

So I guess that is that... amazing makes me wonder when did customer service die? lol


 

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