I had about $500 worth of electronics gear stolen from my luggage in June. I spent several hours figuring out how to download the claim forms. After I filled them out, I got a brief note indicating that they received my submission.
Then I heard nothing. I spent many hours -- my guess is more than 20, mostly spent on wait times -- trying to contact somebody. I could get to an Indian call center, which could not give me any information on what to do.
After several months, I was informed that I had not included the tag from my baggage, which I did. I resent it. Many weeks later, I learned that I never sent it according to their records. After several iterations, I learned that my claim was denied because the company never received the tags.
A lawyer friend sent a letter to United. Now in January, I received a letter informing me that United does not accept responsibility for lost electronics.