i too, have to say that after reading the first few lines, i think the buyer should have been refunded right away, and then deal with the issue between you and ups. ask the cx to stay involved in the process whenever need be, like futuretech said, in order to help get your claim. i'm sure they would have no problem in doing so if they were refunded right away. i'm surprised they were this patient!!!i know its hard-its alot of money, but it really is the right thing to do-keep telling yourself if it were you on the other end, you'd expect the same service.
and by the way, sounds like ups is taking waaay to long to settle this matter, you purchased the insurance, what's the hold up? i would give them a short deadline from now, or threaten to take your business elsewhere. that's ridiculous!
Kat