So you admit and agree that the buyer just got shafted here because the insurance you picked failed you?
How do you know the second insurance company is better? What can you do to assure future potential customers that if you lose their gold they are not out of luck?
We picked a better insurance package. We've shipped thousands of packages. This is the only one that got lost and the insurance company denied. There will always be a bit of risk, but we do everything to minimize it. We don't like it happening either.
Given they didn't even offer to replace half of the bullion, refund the postage, heck, even to refund the insurance portion of the postage, it hasn't cost them a cent. So I'm not sure why they don't like it happening.
Jay told me (at the time) that mine has been the only package to go missing. If that is true, then their recovery rate for lost packages is 0%. If your happy with those odds, buy from them by all means.