Wise Finance & Insurance

It is strange the way you refer to the human being that has purchased something you highly recommend as "the borrower" as if they are merely an inconvenienceThat is the way I was treated by a woman named Mary on the phoneWhen I tried having a conversation with her regarding the dire straights I was going through waiting for you to do your jobThe job "I" paid you to doI guess it's only time sensitive for youJUST so you know the bank nor I have received a dime as of today

Initial Business Response / [redacted] (1000, 11, 2015/02/18) */ We received your complaint and understand Mr [redacted] is unhappy that the refund from his cancelled GAP addendum belongs to his lender instead of himPlease note the GAPWise Gap Addendum is a contract between the dealer/lender and the customerThe GAP Addendum is offered to the customer at the time of sale and the charge for the GAP Addendum is financed into the customer's loanThis is part of the financing/sales documentation which is signed by the customer at the time of purchase and a copy is given to the customer by the dealership as part of the vehicle purchase documentationAll terms and conditions are clearly outlined in the addendumFirst, I have attached his loan contract indicating the charge for GAP was financed into the purchaseI have also attached a copy of his GAP addendum and hi-lighted the portions regarding cancellationsIt clearly says he has the right to cancel at any time but we will refund all charges to the financial institution/lenderIf the loan has been paid off, he should address any overpayment with his lender Our intent is to provide fast, fair claim service in every instanceI hope this information helps Mr[redacted] understand the outcome of his claimIf you need anything further, please contact Keith Wangerin at XXX-XXX-XXXX x [redacted] or [redacted] @gapadmin.com

I have received your request for assistance dated August 18, Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim Mr [redacted] presented a claim that has been processed and paid We regret that the payment information we gave him was not accurate or timely As a result, he incurred additional finance charges on his loan in the amount of $ We have apologized to Mr [redacted] for this misunderstanding and issued him a check for $29.59.Our objective is to administer fast, fair claim service in every instance so that the customer receives the maximum benefit per the terms of the GAP Addendum If you have any questions, please feel free to contact me at [redacted] or [redacted] @gapadmin.com

First of all they start by telling you about the time sensitive nature of a claim next they give you a laundry list of things they need (hard to get things, and things they could have gotten a lot easier than you)Next it takes forever to get anyone to answer the phone or call you back and they are not nice when they doI will never buy gap insurance from a dealership the deals with this insurance company

Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim Ms [redacted] is upset that her GAP claim has not been processed Please note the GAP Addendum is an agreement between Ms [redacted] and [redacted] LLC of Grove City, OH and is an amendment to the original vehicle financing agreement That original vehicle financing agreement is typically assigned to a Lender who also becomes obligated under the GAP Addendum Financial Gap Administrator, LLC is merely the GAP claims administrator on behalf of [redacted] LLC and the Lender assigneeThe GAP Addendum is offered to the customer at the time of the vehicle purchase and a charge for the GAP Addendum is financed into the customer's loan This is part of the financing/sales documentation which is signed by the customer at the time of purchase and a copy is to be given to the customer by the dealership as part of the vehicle purchase documentation All terms and conditions, including the documents that will be required in the event of a claim, are clearly outlined in the GAP Addendum.This claim was initiated on December 12, When the claim was initiated, we explained the process and sent a letter to Ms [redacted] and her lender describing the documents needed Unfortunately, the nature of the documents required at claim time are confidential and require the borrower’s involvement in obtaining It is true we have had multiple conversations with Ms [redacted] since December During these conversations we reviewed what has been received and what was still needed Our last conversation was on January explaining that a copy of her primary insurance carries settlement check is the last document needed in order to process her claim She told us it would take a few days but will have her primary insurance company or lender fax it to us as soon as possible As soon as we receive that check copy, the claim will be processed immediatelyWe regret that this level of service does not meet the needs of our customer Our intent is to administer fast, fair claim service in every instance If you have any questions, please feel free to contact me at [redacted] @gapadmin.com

I have received a Revdex.com request for assistance dated March 9, Thank you for giving us the opportunity to review our handling of the above-captioned GAP claimMr [redacted] is dissatisfied with the length of time it has taken to settle his GAP claimPlease note the GAP Addendum is an agreement between [redacted] and [redacted] of Morristown, Indiana [redacted] is merely the GAP claims administrator on behalf of [redacted] The GAP Addendum is offered to the customer at the time of sale and a charge for the GAP Addendum is financed into the customer's loan This is part of the financing/sales documentation which is signed by the customer at the time of vehicle purchase and a copy is to be given to the customer by the automotive dealership as part of the vehicle purchase documentation All terms and conditions are clearly outlined in the GAP addendumThis GAP claim was initiated on January 26, The nature of the documents needed for a GAP claim are private and require the borrowers involvement in obtaining [redacted] ***tries to be very clear with all customers that the claim process is impacted by the time it takes to receive the required documents and that they come from many sources Our file shows many conversations and emails exchanged with Mr [redacted] and his lender throughout the claim We apologize for any misunderstandings or failed commitments claimed by Mr [redacted] The claim was processed on March 9, with a payment/waived amount of $Our intent is to administer fast and accurate claim service We certainly understand the claim process can be difficult and regret this level of service and communication did not meet the needs of our customerPlease feel free to contact me at [redacted] x [redacted] or ***[redacted] @gapadmin.comRespectfully [redacted] SrManager - Claims

December 16, Dispute Resolution DepartmentRevdex.comServing Eastern Missouri & Southern IllinoisNBroadway, Suite 2060StLouis, MO RE: Complaint ID # [redacted] – Mr [redacted] Dear Sir/Madam, I have received your request for assistance, dated December 13, Mr [redacted] is dissatisfied with the cancellation processing of his GAP Addendum # APPAs Is indicated clearly at the top of the first page of the GAP Addendum, the GAP Addendum amends the financing contract and is a contract between the customer/borrower and the selling Dealer/Creditor and if assigned, the assignee lienholder Financial Gap Administrator LLC acts as a third-party administrator on behalf of the selling Dealer/Creditor and the assignee lienholder for the GAP Addendum.The customer’s right to cancel the GAP Addendum is clearly outlined on the first page of the GAP Addendum under the paragraph heading: “YOUR RIGHT TO CANCEL” which is above the customer’s signature line We have included a copy of the GAP Addendum signed by Mr [redacted] which clearly includes this information.We received Mr [redacted] ’s cancellation request from MD Auto Sales on September 14, We processed the cancellation on September 16, with a cancellation date of August 26, (See cancellation worksheets attached) We, Financial Gap Administrator LLC, processed a refund check on September 16, in the amount of $(our portion of the cancellation that is due back to the dealer) and sent that check to the selling dealer, MD Auto Sales MD Auto Sales cashed our check on September 26, Per the terms of the GAP Addendum, the dealer is then responsible for sending the full refund check to the customer’s lienholder This refund check should have been for the total refund amount of $632.90, which includes our portion ($77.13) and the dealer’s portion of the refund ($555.77) In the case of a loan that is paid in full, the total refund amount would then be delivered to the customer by the dealer.Mr [redacted] mentions in his complaint that the selling dealer is out of business Our system indicates that we were made aware of this news on November 17, – two months after this cancellation was processed If you have any questions, I am here to review or discuss any of the findings Please feel free to contact me at [redacted] or [redacted] @gapadmin.com.Respectfully, [redacted] SrManager – Contract Administration Financial Gap Administrator LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

To say that it has been a "NIGHTMARE" dealing with this so called company would be an understatement I have consistently been the recipient of unprofessional dialogue and a plethora of incompetence on every turn trying to resolve a matter that should be an elementary tenet for this inefficient finance and insurance company I have pay premiums in a timely fashion during the tenure of this policy, however it has been like pulling teeth trying to get this company to simply meet its responsibility My car was total lost over (4) four months ago and this was the company that was chosen to be the Gap insurer It has been determined that this company was responsible for approximately $and to date have failed to meet this obligation and thus my credit has been adversely impacted because there clearly has been "NO" service after the sale In short, every consumer must be weary of this company's shoddy practices unless you have a high threshold for painClearly, I have buyers remorse

I have received your request for assistance dated March Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim. Ms*** is upset that her GAP claim has not been processed. Please note the GAP Addendum is an agreement between Ms
*** and *** *** of Orlando, Fl and is an amendment to the original vehicle financing agreement. Financial Gap Administrator, LLC is merely the GAP claims administrator on behalf of Sport MazdaThe GAP Addendum is offered to the customer at the time of the vehicle purchase and a charge for the GAP Addendum is financed into the customer's loan. This is part of the financing/sales documentation which is signed by the customer at the time of purchase and a copy is to be given to the customer by the dealership as part of the vehicle purchase documentation. All terms and conditions are clearly outlined in the GAP AddendumMs*** initiated her claim on October 14, 2015. On that date we reviewed the documents needed over the phone and followed it up with an email. On the same day we also mailed an identical hard copy listing the specifics of each document. The nature of the documents needed for a GAP claim are confidential and require the consumer’s involvement in obtaining. Unfortunately, we did not receive the documents needed so sent her a second letter on November 17, 2015. We still did not receive them so sent her a third letter on December 21, 2015. We verify all contract information when claims are initiated so had no reason to believe the address was incorrect. On January 12, Ms*** contacted our office when we explained to her that she had days from the date on her primary insurance carrier’s settlement check to submit all documentation. (See attached highlighted contract) On March 16, SrClaims Manager, *** *** spoke to Mr***. They reviewed all the documents received and those still needed. She said she trusted her lender and insurance company to send everything. We remain willing to process her claim given the proof that all the required documents were received within days of her insurance company’s settlement check. Our intent is to administer fast, fair claim service in every instance. If you have any questions, please feel free to contact me at *** * *** or ***.***@gapadmin.com

I have received your request for assistance dated August 18, Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim.
face="Calibri" size="3">Mr*** presented a claim that has been processed and paid. We regret that the payment information we gave him was not accurate or timely. As a result, he incurred additional finance charges on his loan in the amount of $29.59. We have apologized to Mr*** for this misunderstanding and issued him a check for $Our objective is to administer fast, fair claim service in every instance so that the customer receives the maximum benefit per the terms of the GAP Addendum. If you have any questions, please feel free to contact me at *** * *** or ***@gapadmin.com

First of all they start by telling you about the time sensitive nature of a claim next they give you a laundry list of things they need (hard to get things, and things they could have gotten a lot easier than you). Next it takes forever to get anyone to answer the phone or call you back and they are not nice when they do. I will never buy gap insurance from a dealership the deals with this insurance company

Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim.   Ms. [redacted] is upset that her GAP claim has not been processed.  Please note the GAP Addendum is an agreement between Ms. [redacted] and [redacted] LLC of Grove City, OH and is an amendment...

to the original vehicle financing agreement.  That original vehicle financing agreement is typically assigned to a Lender who also becomes obligated under the GAP Addendum.  Financial Gap Administrator, LLC is merely the GAP claims administrator on behalf of [redacted] LLC and the Lender assignee. The GAP Addendum is offered to the customer at the time of the vehicle purchase and a charge for the GAP Addendum is financed into the customer's loan.  This is part of the financing/sales documentation which is signed by the customer at the time of purchase and a copy is to be given to the customer by the dealership as part of the vehicle purchase documentation.  All terms and conditions, including the documents that will be required in the event of a claim, are clearly outlined in the GAP Addendum.This claim was initiated on December 12, 2016.  When the claim was initiated, we explained the process and sent a letter to Ms. [redacted] and her lender describing the documents needed.  Unfortunately, the nature of the documents required at claim time are confidential and require the borrower’s involvement in obtaining.  It is true we have had multiple conversations with Ms. [redacted] since December 12.  During these conversations we reviewed what has been received and what was still needed.  Our last conversation was on January 10 explaining that a copy of her primary insurance carries settlement check is the last document needed in order to process her claim.  She told us it would take a few days but will have her primary insurance company or lender fax it to us as soon as possible.  As soon as we receive that check copy, the claim will be processed immediately. We regret that this level of service does not meet the needs of our customer.  Our intent is to administer fast, fair claim service in every instance.  If you have any questions, please feel free to contact me at [redacted]@gapadmin.com.

Initial Business Response /* (1000, 11, 2015/02/18) */
We received your complaint and understand Mr. [redacted] is unhappy that the refund from his cancelled GAP addendum belongs to his lender instead of him. Please note the GAPWise Gap Addendum is a contract between the dealer/lender and the...

customer. The GAP Addendum is offered to the customer at the time of sale and the charge for the GAP Addendum is financed into the customer's loan. This is part of the financing/sales documentation which is signed by the customer at the time of purchase and a copy is given to the customer by the dealership as part of the vehicle purchase documentation. All terms and conditions are clearly outlined in the addendum. First, I have attached his loan contract indicating the charge for GAP was financed into the purchase. I have also attached a copy of his GAP addendum and hi-lighted the portions regarding cancellations. It clearly says he has the right to cancel at any time but we will refund all charges to the financial institution/lender. If the loan has been paid off, he should address any overpayment with his lender.
Our intent is to provide fast, fair claim service in every instance. I hope this information helps Mr.[redacted] understand the outcome of his claim. If you need anything further, please contact Keith Wangerin at XXX-XXX-XXXX x [redacted] or [redacted]@gapadmin.com.

I have received your request for assistance dated August 18, 2016. Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim.  Mr. [redacted] presented a claim that has been processed and paid.  We regret that the payment information we gave him was...

not accurate or timely.  As a result, he incurred additional finance charges on his loan in the amount of $29.59.  We have apologized to Mr. [redacted] for this misunderstanding and issued him a check for $29.59.Our objective is to administer fast, fair claim service in every instance so that the customer receives the maximum benefit per the terms of the GAP Addendum.  If you have any questions, please feel free to contact me at [redacted] or [redacted]@gapadmin.com.

December 16, 2016  Dispute Resolution DepartmentRevdex.comServing Eastern Missouri & Southern Illinois211 N. Broadway, Suite 2060St. Louis, MO  63102  RE: Complaint ID # [redacted] – Mr. [redacted]  Dear Sir/Madam, I have received your...

request for assistance, dated December 13, 2016.  Mr. [redacted] is dissatisfied with the cancellation processing of his GAP Addendum  # APP844986. As Is indicated clearly at the top of the first page of the GAP Addendum, the GAP Addendum amends the financing contract and is a contract between the customer/borrower and the selling Dealer/Creditor and if assigned, the assignee lienholder.  Financial Gap Administrator LLC acts as a third-party administrator on behalf of the selling Dealer/Creditor and the assignee lienholder for the GAP Addendum.The customer’s right to cancel the GAP Addendum  is clearly outlined on the first page of the GAP Addendum under the paragraph heading:  “YOUR RIGHT TO CANCEL” which is above the customer’s signature line.  We have included a copy of the GAP Addendum signed by Mr. [redacted] which clearly includes this information.We received Mr. [redacted]’s cancellation request from MD Auto Sales on September 14, 2016.  We processed the cancellation on September 16, 2016 with a cancellation date of August 26, 2016 (See cancellation worksheets attached).  We, Financial Gap Administrator LLC, processed a refund check on September 16, 2016 in the amount of $77.13 (our portion of the cancellation that is due back to the dealer) and sent that check to the selling dealer, MD Auto Sales.  MD Auto Sales cashed our check on September 26, 2016. Per the terms of the GAP Addendum, the dealer is then responsible for sending the full refund check to the customer’s lienholder.  This refund check should have been for the total refund amount of $632.90, which includes our portion ($77.13) and the dealer’s portion of the refund ($555.77).  In the case of a loan that is paid in full, the total refund amount would then be delivered to the customer by the dealer.Mr. [redacted] mentions in his complaint that the selling dealer is out of business.  Our system indicates that we were made aware of this news on November 17, 2016 – two months after this cancellation was processed.  If you have any questions, I am here to review or discuss any of the findings.   Please feel free to contact me at [redacted] [redacted] or [redacted]@gapadmin.com.Respectfully, [redacted]Sr. Manager – Contract Administration Financial Gap Administrator LLC

Complaint: [redacted]
I am rejecting this response because:
This response is redundant. I am already aware of that info. However, due to the lack of communication between the claims dept. and I, my claim could have possibly been processed quicker. I have wasted a lot of precious time playing the guessing game. This company does not send any form of confirmation to inform customers if documents have or have not been received and what is needed to complete the package. I called several times each time having to wait 3-5 days to follow up on my own claim. The first time my email did not go through which I was unaware until I called in. I had to resubmit that email and wait another 3-5 days to call back and see if that was received. Once I called to check the status on that, I was told that they were waiting on one more thing. Once again 3-5 day wait. I have never seen a claims dept. that doesn’t follow up. I’ve done more of the work than they have and I paid for the insurance. After I complained for the millionth time, that representative sent an email verifying that she had sent a request to my bank. That tells me that it can be done. Just a simple email can save time and hassle. Hopefully, they have received the fax from my bank. But once again I have to call back to confirm. Playing the callback guessing game just adds to my already stressful situation. I would like a personal response from whomever handles the companys’ complaints.
Sincerely,
[redacted]

It is strange the way you refer to the human being that has purchased something you highly recommend as "the borrower" as if they are merely an inconvenience. That is the way I was treated by a woman named Mary on the phone. When I tried having a conversation with her regarding the dire straights I was going through waiting for you to do your job. The job "I" paid you to do. I guess it's only time sensitive for you. JUST so you know the bank nor I have received a dime as of today.

I have received a Revdex.com request for assistance dated March 9, 2018. Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim. Mr. [redacted] is dissatisfied with the length of time it has taken to settle his GAP claim. Please note the GAP Addendum is an agreement...

between [redacted] and [redacted] of Morristown, Indiana.  [redacted] is merely the GAP claims administrator on behalf of [redacted]. The GAP Addendum is offered to the customer at the time of sale and a charge for the GAP Addendum is financed into the customer's loan.  This is part of the financing/sales documentation which is signed by the customer at the time of vehicle purchase and a copy is to be given to the customer by the automotive dealership as part of the vehicle purchase documentation.  All terms and conditions are clearly outlined in the GAP addendum. This GAP claim was initiated on January 26, 2018.  The nature of the documents needed for a GAP claim are private and require the borrowers involvement in obtaining.  [redacted]. tries to be very clear with all customers that the claim process is impacted by the time it takes to receive the required documents and that they come from many sources.  Our file shows many conversations and emails exchanged with Mr. [redacted] and his lender throughout the claim.  We apologize for any misunderstandings or failed commitments claimed by Mr. [redacted].   The claim was processed on March 9, 2018 with a payment/waived amount of $2694.23. Our intent is to administer fast and accurate claim service.  We certainly understand the claim process can be difficult and regret this level of service and communication did not meet the needs of our customer. Please feel free to contact me at [redacted] x [redacted] or [redacted].[redacted]@gapadmin.com. Respectfully   [redacted] Sr. Manager - Claims

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]