First of all, we are very sorry about this situation and we have done everything we could to help. Unfortunately, the customer waited five days after his vehicle was delivered to report the damage. This is the reason why the insurance company denied the claim. Per our Terms & Conditions that the customer agreed to when placing his order: "Orange Auto Transport and the Carrier must be notified of any damages by phone within 24 hours. The Client must submit the claim in writing along with pictures and estimates to the Carrier within 3 days of delivery. All claims for damage must be taken up directly with the Carrier. The Carrier is liable for all damages. Orange Auto Transport will assist the Client with all necessary carrier information such as name, address, phone number, insurance information”.