Advanced Protection Products International Reviews (%countItem)
Advanced Protection Products International Rating
Address: 17732 Highland Road, Suite G158, Baton Rouge, Louisiana, United States, 70810
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Another update. They denied my claim because I used the car part time for door dash. What a POS company.
Update: 9 months now and I haven't been able to get a hold of the adjustor for two months now.
The adjuster will not answer or return any phone calls or emails.
Refuse to honor insurance claim and supervisor refuses to answer phone or return voice-mails.
I was in a car accident on December 5th 2019 that left my vehicle totaled.
April 30th 2020 - All documents that were on my checklist had been submitted.
May 1st 2020 - I was told that the total on the documents are incorrect (14,284.85 instead of 15,284.85)
I corresponded with my insurance company and it was explained to me that the document includes two totals one with my deductible one without. For months I have been trying to relay the information to them. When I talk to a call center employee they say that the total is wrong and dont offer up any solutions. Roughly a month ago I begin to ask to be transferred to a supervisor to try to explain what was to to me to see if we could come to a solution. I have yet to hear from him once. I have reached out and left three messages.
I last contacted this company on August 10th 2020
Message from my insurance company "Hello. I have indicated many times we do not have any other documents to send. The document sent shows two numbers; one with the deductible and one with out. The check clearly states we did not take out the deductible. I apologize for any inconvenience but those are the only documents we have."
I want the balance paid or for them to contact my insurance company so that we may reach a solution.
Although we standby the initial decision, we will process the benefit request as though it has been submitted in a timely fashion.
I am writing to inform you Advanced Protection Products International, Inc. response was satisfactory. I talked to a representative Monday 08/24/2020 and was told the check for the remaining of my balance had been mailed out. I am waiting for my lender Ally to confirm that they have received the check before I mark the claim as resolved. Thank you for your assistance in this matter you really make a difference.
Advanced Protection Products International refuses to honor and pay the balance owed on a my vehicle that was considered a total loss in 10/2019
In September 2019, I was involved in a motor vehicle accident in which my car was considered a total loss. My insurance company paid approximately 18,000 leaving a balance of 4000 to be picked up by the gap coverage. All necessary documentation to process my claim, was submitted to the gap company in a timely manner October 28, 2019 to be exact. After speaking to my lien holder company (Ally) numerous times to check the status of the claim, I was informed that the claim was under review and no additional information was needed at this time. Never receiving any communication from Ally or APPI, I decided to check my credit report in January 2020 and noted a balance remaining on my account for the vehicle. I then decided to reach out to Ally whom informed me that my account was under review and to contact APPI being that its 3 months out from the original submission of the documentation. On January 22,20; I contacted a representative at APPI and was advised that 2 forms were missing and needed to be completed by myself and submitted ( see attached). I completed the forms requested which was the Gap Claim Reporting form and APPI Vehicle Options Form. Once completing the forms and sending them via email directly to the representative that assisted me, I contacted her to make sure she received them. I was them advised to contact them on a weekly basis to check the status. Every week I was advised that my claim was submitted and under review. On February 27,20 I was advised that my claim was denied because the required documentation was not submitted according to the rules set forth by the company. Which specifies that all documentation must be submitted within 90 days of the Insurance settlement. However, no communication was initiated by APPI to inform myself or Ally of the missing documentation which would have prevented or delayed the processing of my claim. The Gap claim form, which I signed, checked off the box which stated collision and box which stated no, was submitted on January 23,20. The list which details the required documents needed to process my claim was already submitted on October 28, 2019, no additional requirements was needed on this particular form. The second form which they stated was needed was the APPI vehicle options form. This form required for me to check off boxes which would have detailed the specifics of my vehicle such as if power door locks or cruise control was an option. These required forms should not have prevented APPI from honoring their contract and pay the remaining balance. Furthermore, APPI lacked proper communication between myself and Ally. No one from the company advised us of the missing documentation. Ally advised me of several notes of communication with APPI, dating back to October 2019 which details that the claim was under review instead of missing documentation. After speaking with several representatives to resolve this matter, they continued to rely on the rule that the paperwork was not submitted in a timely manner. I was even emailed a few letters that they claim they mailed to me. However, the letters never addressing the missing documentation. The letters ( see attached) are advising me that payment was not received which payment during the dates of the letter would be delayed because documentation wasn't submitted until 10/28/2019. APPI handled this matter poorly. Letters or communication of any kind should have been made after submission and advising further information was needed.
I am seeking that a representative review my complaint, investigate staff that handle this matter poorly and pay out the balance owed.
We are in receipt Ms. complaint dated July 20, 2020 regarding a claim made under her GAP
Addendum (hereinafter "Addendum"), which she purchased from Route 46 Chrysler. The Addendum is an agreement between Ms. and Route 46 Chrysler and is attached to and forms a part of the Retail Installment Sales Contract with Ally Capital as a successor in interest. We serve only as the administrator and are not a party to either agreement.
After a complete and thorough review of Ms. claim it was denied because the necessary
documentation to process her claim was not received within the required ninety (90) days from the date of the primary insurance company's settlement as outlined within her Addendum. However, in an effort to amicably resolve this matter, the following benefit is currently being processed and will be forwarded towards the loan balance within 10-14 business:
Payoff Balance as of the Date of Loss 09/16/2019
Less Primary Insurance Deduction on Value
Less Cancellation Refund for Etch
Less Primary Insurance Settlement from Progressive
Total GAP Benefit
$22,847.14
-$596.25
-$164.84
-$18,812.17
$4,034.97
As stated within her Addendum, deferred payments, accrued interest and other additional amounts added to the purchase of her vehicle are specifically excluded. Please refer to the DEFINITIONS section (copy enclosed).
Outstanding Balance means the amount in U.S. currency required to satisfy the Financial
Agreement payoff as of the Date of Loss. The Outstanding Balance shall be determined
based only on the amount You originally borrowed to purchase the Vehicle. Amounts added
subsequent to the purchase of the Vehicle, such as but not limited to collateral protection
insurance, unearned finance charge, rental charges, taxes, Delinquent Payments, past due
amounts, late charges, extensions of maturity, salvage, repo expense, towing and storage
are not included. The Outstanding Balance shall be reduced by any proceeds that could be
recovered from the cancelling of any items, such as a service contract, credit insurance, or
other similar items, that were included in the Financial Agreement. In the absence of
Primary Insurance, the Outstanding Balance shall be reduced by any costs incurred in
obtaining appraisal or value of the Vehicle. The Outstanding Balance, at the Date of Loss,
shall be determined by the lower of (I) the Financial Agreement original payment schedule
or (2) the Equal Monthly Installment Method. If additional collateral is secured under the
Financial Agreement, the described Vehicle shall bear a proportionate share of the total
Outstanding Balance (in proportion to the amortized amount You originally borrowed
directly related to Your purchase of the Vehicle).
Should you have further questions please feel free to contact me at any time.
Sincerely,
***
Legal Compliance
Consumer Relations
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for your time and consideration with this matter. Your through investigation lead to a decision that I fully agree with and is well appreciated.
They have not been answering my calls or emails about a claim I filed in March
I have been constantly trying to reach out and discuss a claim I filed back in March. They have not been answering their phones or responding to my emails, meanwhile my car payments are still being drafting because they haven't paid it off yet.
I would like an update on my claim and my car to be paid off.
Claim #.:
***, ***
XXXXXXXX
APPG-XXXXXXX
XXXX-XXXX
We are in receipt of Ms. complaint dated July 7, 2020 and received into our office July 8, 2020
regarding a claim made under her GAP Addendum (hereinafter "Addendum"). As a member of Advanced
Protection Products International, Inc.'s ("APPI") legal department, I am responding to your request for
clarification as to the concerns Ms. has expressed. As APPI is the administrator of the Addendum on
behalf of the dealer/lender, APPI answers all inquiries concerning Addendum terms and claim decisions.
After a complete and thorough review of this claim, we are in need of some additional information in order
to process Ms. claim. This information has been requested from Ms. at the email address that
she provided on her claim documents. Please find attached a copy of the claim document noting her email
address and the email sent from our GAPClaims department dated 6/13/2020 requesting the additional
information. Once the requested items have been received we can then continue to process her claim.
I thank you for the opportunity to clarify our position in this matter, and for your anticipated understanding.
Should you have further questions or if you have any other documents or information that you would like us
to consider, please forward to us for review. Please feel free to contact me at any time.
Sincerely,
***
Legal Compliance
Started my claim on May 1st I have filled all appropriate paperwork and No response
Claim date May 1, 2020 at 10:56 am. I emailed all appropriate documents: 2 APPI which are Gap claim reporting form and vehicle options forum. Alo g with ALL required documents which are: settlement breakdown, Mercury Insurance payoff, market value San Jose police department record and case number, Safe Credit Union payoff history, loan lease contract, Safe Credit Union loan payoff, warranty contract. I've tried to follow up numerous times every day since May 1st throught today, May 7th through email and phone calls.
I need some form of contact via phone or email stating that my Gap benefit request has been paid.
We are in receipt of Ms. complaint dated May 11, 2020 and received into our office May 21, 2020
regarding a claim made under her GAP Addendum (hereinafter "Addendum"). As a member of Advanced
Protection Products International, Inc.'s ("APPI") legal department, I am responding to your request for
clarification as to the concerns Ms. has expressed. As APPI is the administrator of the Addendum on
behalf of the dealer/lender, APPI answers all inquiries concerning Addendum terms and claim decisions.
After a complete and thorough review of this claim, the San Jose Police Department's report (Ms. can
provide you a copy, for privacy concerns we did not enclose) stated that not all keys were accounted for and
specifically stated "R/O *** is not certain, but believes she may have left the vehicle doors unlocked with
the keys inside the vehicle." Due to the fact that leaving the doors unlocked with the keys inside the vehicle
is an act of negligence, Ms. claim is denied. Please refer to the EXCLUSIONS section (signed copy
enclosed).
EXCLUSIONS
This Contract shall be void if there have been any material facts withheld, concealed, or
misrepresented or in the event of fraud. No deficiency benefit will be waived under this Contract
respecting a Total Loss:
2) Resulting from DWI/DUI or any intentional act, forgery or any criminal or illegal, intentional,
willful, reckless, negligent or wanton act committed by You or any authorized driver;
I thank you for the opportunity to clarify our position in this matter, and for your anticipated understanding.
Should you have further questions or if you have any other documents or information that you would like us
to consider, please forward to us for review. Please feel free to contact me at any time.
Sincerely,
7Ze/cote
***
Legal Compliance
Consumer Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. There was NO negligence. It was purely accidental, done inadvertently. My Motor Vehicle Insurance company (Mercury Insurance) has made payment resulting from my comprehensive claim as of 04/05/2020 because it was accidental. If my Motor Insurance agrees to pay out, my GAP insurance (APPI) should pay out. Coverage explicitly covers Theft or Larceny, without any "ifs". Please move forward with claim #XXXX-XXX as a Total loss due to theft.
***
6/2/2020 1:46pm
The purpose of my complaint is to report the incompetence of their staffs and managers, dealing with my GAP insurance claim.Delaying it constantly.
When I've purchased my 2015 Mistusbishi Outlander Sport from Premier Auto Centeron 7/12/2019, they had me signed up for the GAP insurance from the APPI(contract:APPI-GW FEXXXXXX). Explaining to me that should the vehicle be deemed a total lost from an accident the GAP insurance(APPI) will pay the remainder after my insurance pays the market base value. Unfortunately, after a month of having the vehicle, I was involved in an accident (at a stop light), I was the 2nd to the last car impacted. Therefore following the instructions given to me, I've contacted my insurance, Travelers immediately. From there I was told to wait until a claim has been filed and vehicle is deemed a total lost, then to contact the APPI insurance. My first contact with the APPI insurance, I spoke to ***. He was not pleasant at all. Very abruptly telling me that he can't help me until I call the dealership and ask them to cancel all contract except the APPI insurance. So even attempting to contact the finance dept at the Premier Auto Center to speak on those concerns, it took me three days to finally speak with a manager. They told me that there are no contracts to cancel. Since getting instructions of the information that APPI(claim# GAP/XXXX-XXXX) has requested, I've emailed them the information and attachments of documents that was asked on Nov 1, 2019@2:44pm. Then on Nov 21, I received a email stating that they have not received my information. So I resubmitted the same information to them the next day. Then on Nov 28th, I received yet another email saying that they have yet to receive my documents. That is when I called them directly to ask them to check their emails. The excuse I was given is that it's the Holiday season and they had failed to check their inbox. I told them that I had emailed the information way before any Holidays was near. So the agent stating after seeing my emails, that they have received the necessary information and they will put it through for processing. I was told this five more times and finally on Jan 10th, 2020, I was told that American First Credit Union(the bank that the car loan is under) should receive the full balance payment by Jan 13th, 2020 and the reason the supervisor did not return my call it's because the claim is being processed . When I called the bank on the 13th. They've informed me that they did not receive any payments from APPI insurance. When I called APPI back on Jan 21st. I spoke with *** and she told me that it took a little bit longer and that it is approved for $3880.60, $987.43 less than the total balance owed. That they will submit the check to the bank soon. When I asked her why, she gave me a lame excuse of rate change and wear and tear. Then I asked her to send me a email stating that they have received all information from and that it is being processed. I only had the vehicle for one month. They were the ones that kept dragging their feet and not keep notes of my calls and no notes from prior agents that told me they will put the claim through for processing five different times. When I asked to speak with a supervisor, I keep getting their voicemails and no returned calls as of yet. When I asked for the corporate numbers, I was given different numbers which led back to the same dept.Then finally *** stated that they do not have corporate. They only have supervisor. Yet the supervisors do no take the time and care to return calls. The agents I've spoken with are: ***, ***, ***, *** and ***, I was told none of them took notes of our conversation and their assuring me that they will process the claim. Jan 31st, 2020, I called the American First Credit Union to inquire if they have received a check from the APPI, they replied no, not yet. This is beyond ridiculous. I still have not received the email I had asked of them regardng that they have all documents and will be processing the claim. Please help me. This has been a horrible and stressful experience.
The resolution I desire is to have APPI honor their contract and pay the full total amount owed to American First Credit Union in the amount of $4868.03 and to fix any negative credit reporting due to their lack of professionalism and lack of urgency to expedite the claims as promised. I would also like an letter of apology from their two supervisors that failed to call me back to resolve this current issue.
We are in receipt of Ms.' complaint dated February 4, 2020 regarding a claim made under her GAP Addendum (hereinafter "Addendum"). As a member of Advanced Protection Products International, Inc.'s ("APPI") legal department, I am responding to your request for clarification as to the concerns Ms. has expressed.
As APPI is the administrator of the Addendum on behalf of the dealer/lender, APPI answers all inquiries concerning Addendum terms and claim decisions.
Our records indicate that a check in the amount of $3,880.16 was sent to America First Federal Credit Union on 1/28/2020 using the below information:
Vehicle Payoff Balance at the Date of Loss
(Less) Primary Insurance Carrier Settlement
(Less) Primary Insurance Carrier Deduction for Mileage
Total GAP Payout Amount from APPI
$16,164.11
$11,092.95
$1,191.00
$3,880.16
After a very careful review of the file, APPI would like to offer a summarized timeline of her claim below:
10/11/19 Claim initiated by Ms..
1/01/19 APPI received: GAP Claim Reporting Form; Vehicle Purchase Order; Secure Odometer
Disclosure; Correspondence from America First Credit Union in place of the Letter of Guarantee; Account
Statement from America First Credit Union; and APPI's Vehicle Options.
11/21/19 (Duplicate email from 11/01/19) APPI received: GAP Claim Reporting Form; Vehicle Purchase
Order; Secure Odometer Disclosure; Correspondence from America First Credit Union in place of the
Letter of Guarantee; Account Statement from America First Credit Union; and APPI's Vehicle Options.
12/02/19 APPI emailed Ms. a list of documents that were still pending for her claim to be
processed: Finance Agreement; Payment History; and Copy of Police Report or Completed Statement of
Loss form.
12/08/19 APPI received: Finance Agreement; Account Statement from America First Credit Union; and
a "Written Statement" from an unknown source.
01/07/20 APPI received Payment History.
Corporate Headquarters: *** Place North, Suite 650 Dublin, OH XXXXX Administration Office: P.O. Box XXXXXX San Diego, CA XXXXX
Toll Free: 888.366.3774 www.appiadmin.com
01/09/20 APPI received a voicemail from Ms. for a return call
01/13/20 APPI emailed Ms. to advise her that neither a Police Report nor a Statement of Loss
has been received to date. Once received her claim could be finalized and payment would be expedited. Ms. was also advised that the Written Statement she previously submitted appeared to be from her insurance carrier and APPI could not accept it and if a Police Report was not filed, she would need to complete the Statement of Loss previously sent to her.
01/20/20 APPI received Statement of Loss.
*01/21/20 Page 3 of the Market Valuation Report (enclosed herein) of Ms. vehicle shows an
Odometer Allowance of -$1,191 due to excessive mileage of the vehicle at the time of loss.
01/28/20 Check in the amount of $3,880.16 was processed and forwarded accordingly.
Please note, the adjustment for mileage by Ms.' primary insurance carrier of -$1,191 impacted the amount
waived under her Addendum is not covered under the Addendum purchased.
Please refer to SECTION 4- DEFINITIONS:
Actual Cash Value means the value of the Vehicle on the Date of Loss as established by the Primary
Insurance carrier. In the absence of Primary Insurance, Actual Cash Value shall mean shall mean retail value as determined using the current edition of the N.A.D.A. Guide. In the absence of Primary Insurance, the terms of this Addendum will remain the same. Adjustments will be made for prior unrepaired damage, mileage, usage, condition, applicable taxes or fees, and documented Vehicle
options and accessories purchased at the time the Finance Agreement was executed. If it is
determined that Your Primary Insurance carrier did not pay a fair Actual Cash Value and we provide
You with evidence obtained in our research, You may be required to contact Your Primary Insurance
carrier and request a higher payment.
While there were delays in processing Ms.' claim, they were delays in receiving proper documentation in order to process this claim and not to fault of APPI.
We thank you for the opportunity to clarify our position in this matter.
Sincerely,
***
Legal Compliance
Consumer Relations
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response. As you can see, they took their sweet time as well in replying to the complaint. Ms. claims it's no fault of theirs. I have submitted all necessary information they had asked for and have stated to the agent that there was no police report, because no police came to the scene of the accident. Multiple times to different agents. My insurance company had sent them information from their end to state the vehicle is a total loss on Nov 1, 2019. I've even sent them my written statement of what took place at the accident that was submitted to USAA insurance claim dept. it has my statement and my signature. Why APPI refused to accept it, along with what my insurance company had sent them, is beyond me. Aside from the fact that they are incompetent and doing their best in prolonging the process. The reason of them not paying the difference of $1,191.00, due to excess mileage? I only had the car for one month! I've my insurance company the distance for my daily commute to work. This is another excuse for APPI to not fulfill their contract. I would like to know how Ms. Fry is able to confidently state her information and claim that it's no fault of APPI, when the last few agents I've spoke with, told me no prior notes were entered by the agents I've spoke with??? Did Ms. Fry give a good explanation as to why the managers did not return my phone calls? Why there is no Corporate number to call? Yet they have a legal dept? Right...this just confirms that APPI is not reputable company and is good at one thing, prolonging processing of claims and denying their incompetence of running a good business. To this very day, I still have not received any of the confirmation emails I've requested regarding that APPI has received all necessary documents asked of me. Why? Because they keep changing their statements. No I do not accept their response. They need to send American First Credit Union the remainder of the outstanding balance and send me an apology letter for all the stress and headache they have caused me.
We are in receipt of additional information from Ms.' regarding her previous complaint dated February 25, 2020, received in our office March 10, 2010 regarding a claim made under her GAP Addendum (hereinafter "Addendum"). As previously stated, and to clarify, the $1,191.00 deduction for mileage was not a deduction from APPI. From the documentation received by Ms.,the Market Valuation Report in which her primary insurance carrier provided in order to determine the value of her vehicle,revealed a -$1,191.00 deduction for mileage. This adjustment is not coverable under her Addendum as previously described under the definition of "Actual Cash Value" within section 4 of her Addendum.We thank you for the opportunity to clarify our position in this matter and now consider this matter closed
APPI refuses to honor the contract for GAP insurance. All documentation was submitted in a timely fashion but they refuse to pay.
APPI refuses to honor the contract for GAP insurance. All documentation was submitted in a timely fashion but they refuse to pay. Leaving us to pay over $5000. to the finance company.
For them to honor there contract and pay what they were suppose to pay
We are in receipt of Ms.' complaint dated January 16, 2020 regarding a claim made under her Advanced Protection Products International's GAP Addendum (hereinafter "Addendum"). As a member of Advanced Protection Products International, Inc.'s ("APPI") legal department, I am responding to your request for clarification as to the concerns Ms. has expressed. As APPI is the administrator of the Addendum, APPI answers all inquiries concerning Addendum terms and claim decisions.
After a complete review of the claim, we believe Ms.' denial is accurate and within the terms and conditions of coverage, as previously described in our correspondence dated 1/9/2020 (herein attached). The original date of loss was 8/21/2019. Per the Addendum, all proper documentation must be submitted within ninety (90) days from the date of insurance settlement, per the "Reporting A Deficiency" procedures of her Addendum (copy enclosed). Notification was sent to Ms. on 11/13/2019 (herein attached) advising her that specific documents were still outstanding. In view of the fact that proper documentation was not received within the required timeframe, this claim was properly denied.
We thank you for the opportunity to clarify our position in this matter.