> "we've made sure our customer is whole." When it gets to personal things like "found ... grandmother's jewelry" and "I don't have the mental energy to take

> "we've made sure our customer is whole." When it gets to personal things like "found ... grandmother's jewelry" and "I don't have the mental energy to take those last few steps into my apartment. It's too creepy in there anyway." It's really hard to "make someone whole" with a cash payout. There's a lot of distress involved. It's not just a case of "TV was stolen, TV costs $500, here's $500". There's family heirlooms and emotional trauma involved. Aside from that difficulty, you're perfectly right.