Loss investigations are lost

Does anybody find the claims process completely backwards, We used to be able to call UPS and say "hey you lost a package can you start an investigation and actually look for it??" now they just say "you have to file a claim through The UPS Store portal" so after I get through the 30 layers of authentication, they just file it and pay it out if it's at $100 value, without even looking for it... then I get to the customer "who doesn't care about the money" and just wants them to find it, yeah me too.. oh yeah, then let me tell them it'll be 5-7 business days, and they'll send it in the mail :/