Disney Claims Department - Anyone been through this process?

[Anjelica]

Let it go and tell your DD to be more responible for her stuff .

Kids lose things all the time.

What do expect the police to do?

You are right if they took a report for every item that a kid left behind at WDW they would see a pattern.

Things get lost on vacation.

Correct, kids lose things all the time. She didn't lose it per se - it was left behind in a specific location with the other item which WAS turned in.

It was taken, plain and simple. If you were to leave your laptop at airport security and it was subsequently taken, would you not report it or would you just be like "well golly gee I should have been more careful"?

I don't understand the thought process behind folks NOT reporting when things of value are taken because they left it behind - we are all human and mistakes happen. Because I make a mistake does not make it ok for folks to steal.

If you make a police report then its on file - you have to have a police report if you file for insurance. In talking with the Nintendo folks you have to have a police report for them to grant you uploads of games purchased and downloaded on to said 3DS. I have serial numbers, prices, name of all the games. If this is a pattern and they happen to recover items they will have on file the serial numbers and associated information all documented in the police report.

I actually talked with the claims person again this morning to see if I could get more information prior to filing the police report (to include) - she told me she could not release "investigation findings" but that it is a criminal matter?!?!?!

 

[ParrotBill]

Given the loom was turned in before the next guest checked in... it seems very doubtful to me that housekeeping would steal the D3S yet turn in the loom.

My daughter has lost her D3S and and her phone numerous times... always her memory was faulty on where she last saw it... and so far they have turned up all but one time.. and I bet that phone is still somewhere in her room or inside something we just never looked inside.

 

[Anjelica]

You might find resistance getting the Sheriff to take a report when you tell them that you left the item(s) behind.

Bill

Plus after the fact by phone.

Actually you can do it online and they have several categories including lost item, theft, etc. to select from when filing a police report.

It was actually pretty painless - at least there is now a record with serial number included.

 

[Anjelica]

Given the loom was turned in before the next guest checked in... it seems very doubtful to me that housekeeping would steal the D3S yet turn in the loom.

My daughter has lost her D3S and and her phone numerous times... always her memory was faulty on where she last saw it... and so far they have turned up all but one time.. and I bet that phone is still somewhere in her room or inside something we just never looked inside.

I know folks hear this all the time but I know for a fact it was in that drawer with the rainbow loom - I am 100% sure. It was actually my suggestion to her to put it in that drawer with the rainbow loom - those were the only items that were put in the drawer and that was the one drawer that was not double checked before we left.

As soon as I told her to put her bands she got from Christmas into her loom container I knew right away both items were left in that drawer.

 

[nabi]

Trust your brain, stuff was taken, you unfortunately will have to come to terms with the injustice.

I heard something recently about the JFK assassination that I thought was brilliant- the person stated they had been a long time believer in a conspiracy theory. Later in life he realized, sometimes the mind doesn't want to handle the truth, that some one person can do such a thing, so it wants to go with a bigger concept. I'm not saying your loss compares, in any way, to the loss is our President, just that it dawned on me that sometimes we don't want to believe what is right there, in front if us, as hard evidence.

I'm sorry for your experience, especially with kids involved. I think you know what happened and that it won't be resolved as hoped.

 

[jekjones1558]

OP, I feel your disappointment in Disney. Last year I dropped my new iPhone on the Buzz ride. I was getting onto the ride and it slipped through the crack where the door opens. I knew it was right under the car on the floor but could not get it. I told the attendants right away. They told me to wait until it was time to get off the ride. I told the attendant when it was time to get off and they said I had to wait until park close. I spoke with multiple people begging them to allow me to retrieve the phone and they said the workers would turn it into Lost and Found at closing. I came back later in the day. I reported to Lost and Found at MK. I went back to BLT and tracked the phone on my iPad and it never moved from Buzz all day. Park closing was at 1:00 AM. It still had not moved until I got an alert at 1:20 AM that the phone had been shut off. I was told not to worry, that turning off the phone to preserve battery is standard procedure. The next day I checked at MK Lost and Found and central Lost and Found. No phone. I was told not to worry because it takes time. Later that day the phone was turned on and Find my iPhone said it was in Downtown Orlando. Security came to take a report and I filed a report with the police. I contacted Disney and told them that it was unfair to not allow me to retrieve my phone immediately. It would have taken a matter of seconds. Disney said they were not to blame. I was out $750 plus the hassle of some stuff that was hacked off of the phone. I never really expected to get money from Disney but I do feel there is a difference between retrieving a phone from the carpet by a car and retrieving a flip flop from the bottom of Space Mountain, for instance. My Disney rose colored glasses have been permanently retired.

 

[Dean]

I know folks hear this all the time but I know for a fact it was in that drawer with the rainbow loom - I am 100% sure. It was actually my suggestion to her to put it in that drawer with the rainbow loom - those were the only items that were put in the drawer and that was the one drawer that was not double checked before we left.

As soon as I told her to put her bands she got from Christmas into her loom container I knew right away both items were left in that drawer.

I guess the real question is what do you expect. From what I know they are not technically or legally liable though I often see Disney throw money away over such issue when they really shouldn't like returning points for petty reasons which we've seen here a bunch over the years.

 

[Anjelica]

I guess the real question is what do you expect. From what I know they are not technically or legally liable though I often see Disney throw money away over such issue when they really shouldn't like returning points for petty reasons which we've seen here a bunch over the years.

What I expect and what I hope for are two very different things.

I think Disney claims is done dealing with it. I expect nothing more from Disney at this point. I would hope they did a thorough investigation (as the claims letter indicated they did) and I hope they keep a record of the incident for future reference.

As far as police report, again I expect nothing but it to be filed away. What I hope for is that filing the report again gives validity to the fact that something was stolen and if it's a trend they can reference it.

We have been DVC owners for 8 years and only once have ever sent a note to DVC regarding a review of Aulani with constructive criticism along with things we thought they did very well. We have never asked for anything from DVC/Disney for compensation/points.

We will continue to use our DVC and visiting Disney. We just returned from a great weekend at Disney Marathon in Walt Disney World. However, my feelings, right or wrong, have changed regarding some of the staffing at Disney and will change our travel habits for future trips.

 

[Dean]

What I expect and what I hope for are two very different things.

I think Disney claims is done dealing with it. I expect nothing more from Disney at this point. I would hope they did a thorough investigation (as the claims letter indicated they did) and I hope they keep a record of the incident for future reference.

As far as police report, again I expect nothing but it to be filed away. What I hope for is that filing the report again gives validity to the fact that something was stolen and if it's a trend they can reference it.

We have been DVC owners for 8 years and only once have ever sent a note to DVC regarding a review of Aulani with constructive criticism along with things we thought they did very well. We have never asked for anything from DVC/Disney for compensation/points.

We will continue to use our DVC and visiting Disney. We just returned from a great weekend at Disney Marathon in Walt Disney World. However, my feelings, right or wrong, have changed regarding some of the staffing at Disney and will change our travel habits for future trips.

Then why put this type of effort and emotion into it at this point? As for altering your opinion based on this experience, one should know that this wasn't likely to get very far and that once it wasn't turned it to Lost & Found, that would be Disney's end point. If you really thought they were going to do something more, or even should, then you're expectations were unreasonable. Checking the room and getting you to L&F is really all they can and should do. The truth is they don't know it was there, you can't prove it even though you're convinced it was. Even if you could prove it was there, you can't prove it was Disney's negligence that caused the loss. Did you call and give a police report? If so, did you get an attitude there as well, if you haven't called yet expect one.

 

[Anjelica]

Then why put this type of effort and emotion into it at this point? As for altering your opinion based on this experience, one should know that this wasn't likely to get very far and that once it wasn't turned it to Lost & Found, that would be Disney's end point. If you really thought they were going to do something more, or even should, then you're expectations were unreasonable. Checking the room and getting you to L&F is really all they can and should do. The truth is they don't know it was there, you can't prove it even though you're convinced it was. Even if you could prove it was there, you can't prove it was Disney's negligence that caused the loss. Did you call and give a police report? If so, did you get an attitude there as well, if you haven't called yet expect one.

When they stated it wasn't turned in I was pretty much done at that point - until the manager called me and explained that one of the two items had been turned in by housekeeping prior to the next guest checked in. The manager then gave me the claims number and suggested I contact them.

I had never heard of Disney claims department before this point - EVER. The manager suggesting I call and put in a claim is what opened the door a little more to the thought of "well maybe Disney can do more investigation and can possibly locate the item".

What I didn't expect was the "attitude" I received from the claims person. When I originally talked to the claims department they were very nice, took down the information and certainly didn't state to me at that time "why are you even submitting a claim" - they stated at that point that they would investigate it further, etc.

And why would I get attitude, or even expect it, from the police department? I submitted the incident (see above post) online - they have a few categories including lost items. It was painless/easy. The police know that in many cases for insurance reasons, etc. you have to file a police report to provide to the insurance companies.

I would hope that anyone who has something taken (at least of $419.00 value) would put the effort in to put in a police report. There were thefts at Disney's Art of Animation where folks had cash, medication, and jewelry stolen. Subsequently a person was arrested on suspicion of stealing a credit card and cash from a guests' room - the police are now looking into whether the other reports of theft from the hotel were also committed by the same person (if other folks didn't report the thefts there would be no subsequent investigation to see if they are related).

At the end of the day what is right is right and what is wrong is wrong. I did my due diligence in contacting Disney, following up and eventually putting in a police report. I wish folks could see that I'm really not upset, mad, etc. - I think the only word to describe how I feel about the situation is disappointed. Disappointed in myself/daughter for not double checking, disappointed in Disney's "lack of investigation" on the part of the claims department, disappointed in the fact that there are dishonest people out there that steal - that basically sums up the whole event for me.

I have to be honest - I feel like folks seem to be "on my case" for putting in a police report and I'm not sure why. It was a suggestion from my good friend who retired from the force two years ago - he stated its good to have a record of it if they ever have to reference it or they find a stash of goods - they can link it via the serial number, etc. He said it also helps with identifying trends and patterns.

 

[disneynutz]

In the real world that we live in, the loss of $500 won't be investigated. The police report will be closed as soon as it is filed and in reality it doesn't get entered into some database that gets searched for patterns, not for something worth $500 left in a hotel room after check out. Sad but true.

Bill

 

[BabsBunny]

I had a $900 pair of Kate Spade glasses disappear in October. We came back to our room at AKV after spending the day at a park, and the first thing I went to do was to take out my contact lenses and put on my glasses. I look where I always leave them on the bathroom counter and nothing. I searched high and low. I am blind as a bat and have never lost a pair of glasses. I wear them from the moment I wake until when I go to bed (unless I decide to wear contact lenses which isn't often).

Mousekeeping did trash and towel service while we were gone, and most likely she accidentally threw out the glasses while cleaning and taking towels. They were a dark tortoise shell and they probably blended in with the countertop. And the garbage can is in that cubby hole below the countertop where my glasses were, so I'm guessing the fell in when she took it out. I highly doubt anyone would want to steal my prescription glasses.

I called Mousekeeping and the manager on duty came up. He said he would have the laundry checked and gave me cards for Claims and the County Police Department. I was not a happy camper having to wear disposable contacts that long. We flew home the next day and I was grateful that I did have an old pair of glasses that I could wear for a week while new glasses were made ($1000).

Anyway, I sent a very polite letter to Disney Claims explaining the situation. When I finally got a call back, she told me they could only reimburse me the maximum they are allowed for Florida law. $500. What can you do? It's not like I'm going to hire a lawyer over the other $500.

It kind of p***** you off when you think about all the money you've spent over the years at WDW and DVC and have never made a complaint of any kind. I'm sure they can pull me up in their system and see I'm there usually twice a year. So much for customer service. Let's just say I will be a lot more careful where I leave things when I'm there again in March.

OP, I feel your pain.

 

[patters3257]

Last June, we took my Mom and Dad to the Villas at the Wilderness Lodge and my mom left her laptop in the room when we left and she didn't discover she left it until we got home 12 hours later. I made a call down there to the Resort and was told I would have to call back on the Monday to the Claims Department and put in the report. I received a call 2 days later and was told mousekeeping had found the laptop the day we left and they would Fed-Ex to my Mom. They said something about charging to send it, but they never did, and by that following Monday Mom had her laptop back.

 

[Dean]

When they stated it wasn't turned in I was pretty much done at that point - until the manager called me and explained that one of the two items had been turned in by housekeeping prior to the next guest checked in. The manager then gave me the claims number and suggested I contact them.

I had never heard of Disney claims department before this point - EVER. The manager suggesting I call and put in a claim is what opened the door a little more to the thought of "well maybe Disney can do more investigation and can possibly locate the item".

What I didn't expect was the "attitude" I received from the claims person. When I originally talked to the claims department they were very nice, took down the information and certainly didn't state to me at that time "why are you even submitting a claim" - they stated at that point that they would investigate it further, etc.

And why would I get attitude, or even expect it, from the police department? I submitted the incident (see above post) online - they have a few categories including lost items. It was painless/easy. The police know that in many cases for insurance reasons, etc. you have to file a police report to provide to the insurance companies.

I would hope that anyone who has something taken (at least of $419.00 value) would put the effort in to put in a police report. There were thefts at Disney's Art of Animation where folks had cash, medication, and jewelry stolen. Subsequently a person was arrested on suspicion of stealing a credit card and cash from a guests' room - the police are now looking into whether the other reports of theft from the hotel were also committed by the same person (if other folks didn't report the thefts there would be no subsequent investigation to see if they are related).

At the end of the day what is right is right and what is wrong is wrong. I did my due diligence in contacting Disney, following up and eventually putting in a police report. I wish folks could see that I'm really not upset, mad, etc. - I think the only word to describe how I feel about the situation is disappointed. Disappointed in myself/daughter for not double checking, disappointed in Disney's "lack of investigation" on the part of the claims department, disappointed in the fact that there are dishonest people out there that steal - that basically sums up the whole event for me.

I have to be honest - I feel like folks seem to be "on my case" for putting in a police report and I'm not sure why. It was a suggestion from my good friend who retired from the force two years ago - he stated its good to have a record of it if they ever have to reference it or they find a stash of goods - they can link it via the serial number, etc. He said it also helps with identifying trends and patterns.

I don't disagree with you up to a point but in the end it appears you've invested far more time, emotion and energy than the item was worth. I agree with Bill, the person reviewing the police report will roll their eyes and move on. As for what's right or wrong, we should all know we take a certain amount of risk anytime we leave things in our car or hotel room and that for hotels and company related parking lots, they almost always set it up such that they are not legally liable if something happens and even if you can pin it on them, it almost always costs you more than it's worth in time or money. Whether or not you got attitude really isn't pertinent other than aggravating you. As for why you'd get attitude with the PD, you're reporting a meniscal issue after the fact by internet, it's a waste of their time in all honesty. The fact is you can't even prove the item was there unless I missed something.

Now the other approach you could take, one that might be more productive, would be to check with Nintendo to see if it goes online with their system at any point. Assuming you have an account and/or the serial number.

 

[nabi]

I have to be honest - I feel like folks seem to be "on my case" for putting in a police report and I'm not sure why. It was a suggestion from my good friend who retired from the force two years ago - he stated its good to have a record of it if they ever have to reference it or they find a stash of goods - they can link it via the serial number, etc. He said it also helps with identifying trends and patterns.

Quote from my BIL, the officer, years ago- "don't people realize that we have more important things to do?!?" Not long after, a journalist captured a picture of him, in his squad car,, reading the paper, eating (you guessed it) a donut! He SO deserved that picture in the paper! Justice comes in several forms! Have faith.

 

[lorourke11]

Quite a different situation, but my in-laws arrived at Saratoga Springs yesterday. They left their room around 2 and came back at 7:45 to find that their room had been broken into and a lot of their stuff was missing. iPad, camera, paperwork, medication. Between their stuff and my brother and sister-in-law's, thousands of dollars worth of things taken. They are retired military and had military passes that were also taken. Claims was less than helpful and said they were not liable for the passes as it was a criminal act. They won't be able to speak to an adjustor until Thursday. The hotel management was much more sympathetic, though, and gave them new passes. Needless to say it is a giant mess that has involved lots of phone calls and police reports.

 

[disneynutz]

Quite a different situation, but my in-laws arrived at Saratoga Springs yesterday. They left their room around 2 and came back at 7:45 to find that their room had been broken into and a lot of their stuff was missing. iPad, camera, paperwork, medication. Between their stuff and my brother and sister-in-law's, thousands of dollars worth of things taken. They are retired military and had military passes that were also taken. Claims was less than helpful and said they were not liable for the passes as it was a criminal act. They won't be able to speak to an adjustor until Thursday. The hotel management was much more sympathetic, though, and gave them new passes. Needless to say it is a giant mess that has involved lots of phone calls and police reports.

Sadly an innkeeper isn't responsible for break ins and theft.
That is why they provide a safe in each room.

Bill

 

[lorourke11]

Unfortunately you can't fit a DSLR camera in those safes, or much else that isn't small.

 

[disneynutz]

Unfortunately you can't fit a DSLR camera in those safes, or much else that isn't small.

True but you can fit tickets, wallets, and iPads. Hopefully their home insurance will help cover the loss.

Bill

 

[Dean]

I travel with a PacSafe and security cable for the laptop.