MEDIA UPDATE
June 8, 2004; 10:50 am CST

Shell and Motiva apologize for the inconvenience our customers have been experiencing with the claims process related to the recent gas gauge issues.  We value our customers and have improved the process so that our customers can get vehicles fixed quickly and be compensated promptly.  To this end, we have initial arrangements in place with nearly 50 service centers in the New Orleans, Baton Rouge and Gulfport areas.  We believe the service centers will expedite appraisals and repairs for our customers. 

If customers choose a facility Motiva has made arrangements with, no estimate will be required.  Additionally, the claims check will be presented to the customer when repairs are complete and they pick up their vehicle.

If the customer chooses a shop outside the network of facilities we have identified, the adjuster will conduct an appraisal for the customer. 

As is typical with any insurance claims process, we are requiring a limited release be signed.  And, because Shell and Motiva are confident that our customers will experience no other adverse affects to their vehicles, the release is specifically limited to issues relating to the car's gas gauge.

Click here for an initial list of service centers, and we will continue to coordinate with local businesses to provide customers with additional service locations.    A regularly updated list of stations will be available through www.shellus.com and www.interactclaims.com/shell beginning tomorrow morning.

We encourage Shell and Texaco customers who have experienced fuel gauge-related issues to contact our customer service center at 877-825-2467 or log onto www.interactclaims.com/shell for assistance.  Additionally, customers who have already received a claims number can direct follow-up calls to 800-877-1801.

We want our customers to know that we stand ready to assist them.

Main Media Line: 713-241-4544

Media Contact:

Kimberly Windon
Shell Oil Products US 
Office: 504-465-6759
Pager: 504-268-0599

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