***** case poorly handled

it is truly unbelievable how poorly your high-nett-worth department treats its customers. How do you reject a customer claim based on a lame reason such as “the number of days following the incident” the claim was submitted? Surely a high nett worth client should have a personal banker to identify any suspicious activity and act swiftly to protect the client…POOOOR SERVICE on your side. On the one hand you partially refund and on the other you decline to refund..how does that work??????