[RC] USRider - setting the record straight - Mark Cole
Dear
Endurance.net Subscribers,
In
the service industry, it is essential to provide excellent customer service.
Here at USRider, we pride ourselves on being able to deliver the best possible
service to our members. USRider was developed by people who own and love
horses, and we have been delivering exceptional service to our members for over
six years. Apparently we are doing something right since our member
satisfaction and renewal rates are among the highest in the motor plan
industry.
Therefore,
it has been very disheartening to learn that a former member is asserting that
USRider doesn’t live up to its promises.
We
would like to take this opportunity to set the record straight.
First,
we send each member a Service Contract when they join and annually upon
renewal. We encourage our members to read the Service Contract, and if they
have any questions or comments to please contact us. We are very proud that our
Service Contract has no fine print. However, we must enforce certain coverage
limits for USRider to remain viable. We could offer higher benefits, but the
program would cost more as we would not have as many members. We must
strike a delicate balance between profitability and fair and competitive
pricing. We believe we have achieved that and are one of the best bargains in
the equine industry with the highest and best benefits of any motor plan.
Regarding
the member who is attempting to discredit our program… We are very
pleased that we were able to rescue and deliver Ms. Humphrey, her horse and her
rig to her home safely during her recent disablement. The next day Ms. Humphrey
called requesting that her vehicle be towed to a shop. She had reached the
maximum tow benefit for her truck and trailer combination ($800) under our
Service Contract for this incident. So we told her we’d be glad to
provide service in this subsequent request – as we would never leave her
or any other member stranded – and informed her that she would be
responsible for payment for the towing service. (We’d had a similar
situation with Ms. Humphrey in 2006). Ms. Humphrey then became unreasonable and
unprofessional with our staff. Following Ms. Humphrey’s numerous assertions
that she was extremely dissatisfied with our policy, we provided her with a
full refund of her previous year’s premium and suggested that she might
be happier with another motor plan.
Regarding
Ms. Humphrey’s comments about our handling of another member’s
claim for benefits under our Emergency Trip Interruption Veterinary coverage,
we were caught completely off guard. First, we did not deny Mr. Rabe’s
claim. We were not aware of Mr. Rabe’s unfortunate accident until he
called us last week. We later learned that his claim had been denied by his
insurance company. Second, there is apparently some misinformation circulating
that says our Emergency Veterinarian Benefit pays only for treatment rendered
at the scene of an accident. To clarify, our Service Contract states that the
benefit pays up to $1,000 for the first 72 hours. There is no requirement that
treatment must be made at the scene in order to qualify. When Mr. Rabe called,
we explained that we would need copies of all pertinent receipts along with a
copy of the accident report – as required by our Service Contract. After
Mr. Rabe provided all the information relating to his claim, we processed the
claim and have issued a check to Mr. Rabe.
We
hope this provides a helpful explanation and puts an end to the misinformation
that’s been circulating on this website.
For
more information about USRider, please feel free to call 1-800-844-1409, or
visit our website at www.usrider.org.
At
USRider, we are truly committed to the welfare and safety of our members and
their horses.
