All safe deposit box missing item claims should be taken seriously and given immediate and proper attention. Missing item claims by safe deposit box renters could result in a lawsuit against the bank.

When a client has accessed their safe deposit box and indicates an item is missing, do the following:

1. Immediately report the claim to the Client Experience Manager (CXM) or an officer of the bank. 
2. The CXM, bank officer, reporting associate, and the renter must go to a private office to discuss the situation. 
   1. If the CXM or bank officer is not available, DO NOT proceed.
   2.  Schedule an appointment with the client and the CXM or bank officer to discuss the details of the claim at a later time.
3. Attempt to keep the client calm with assurances that their situation will be taken seriously and will receive an immediate investigation. 
   1. DO NOT make any admission of guilt on behalf of the bank.
   2. DO NOT make any representation that we will make good on any loss they might have suffered.
4. If you are unable to calm the client or if the client becomes irate, immediately contact the Senior Vice President (SVP) of Corporate Security. 
5. Complete the Vault Entrance Log with the following information:
   1. Date
   2. Time
   3. Mark the Other Entry box
   4. Comments section 
      • Box number
      • Client last name
6. Obtain the client's file from the safe deposit storage cabinet.
7. Review the Access Card and Guest List (if applicable) with the client to see if any reminders of prior visits can stimulate the client’s recollection of the removal of an item. 
   1. Be sure to point out to the client if they were accompanied by anyone else on a recent visit, such as a child.
8. Consult the Vault Entrance Log to see if any items have been reported found.
9. If the situation remains unresolved, complete the Safe Deposit Box Claim Form in explicit detail. 
   1. Ask the client to be very explicit when describing items missing.
   2. Complete the form using the exact words provided by the client as item descriptions.
10. Make 2 copies of the original claim form.
11. The original claim form must be placed in the safe deposit box file. 
12. Provide one copy of the claim form to the client.
13. Scan the second copy of the claim form and email it to _Corporate Security the day the claim is made.
14. Assure the client the SVP of Corporate Security will follow up with them. 
    • The SVP of Corporate Security will be responsible for the follow-up with the client and will advise the other parties as to the final resolution.