Financial Gap Administrator

I have received your request for assistance dated August 3, Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim Mr [redacted] is upset with the outcome of his GAP claim Please note the GAP Addendum is an agreement between Mr*** and Car City of Conway in Conway, SC and is an amendment to the original vehicle financing agreement Financial Gap Administrator, LLC is merely a third-party GAP administrator on behalf of Car City of ConwayThe 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 AddendumYou will see from the attached GAP settlement breakdown that $was deducted from the claim and is the subject of Mr***’s complaint You will also see in the highlighted conditions of his GAP Addendum that, “any amounts deducted from the Primary Carrier’s settlement due to wear and tear, prior damage, unpaid insurance premiums, salvage, towing and storage and other condition adjustments” are excluded Unfortunately, Mr***’s primary carrier deducted $from their settlement as a “Condition Adjustment” (See attached) This is expressly not covered under the terms of the GAP Addendum We have explained to Mr [redacted] that if he feels this deduction was unfair or excessive, he needs to discuss the matter directly with his primary carrierOur 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

Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Contact Name and Title: [redacted] Claims Mgr Contact Phone: XXX-XXX-XXXX x [redacted] Contact Email: [redacted] @wisefandi.com I have received your request for assistance dated Jun 22, Thank you for giving us the opportunity to review our handling of the above-captioned GAP claimMs [redacted] is frustrated trying to reach a claims representative during the process and the time it has taken to settle her GAP claim Please note, the GAP Addendum is an agreement between Ms [redacted] and [redacted] Murray of Murray, UTFinancial Gap Administrator is merely the GAP claims administrator on behalf of [redacted] Hyundai MurrayThe 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 loanThis 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 documentationAll terms and conditions are clearly outlined in the addendum Ms [redacted] initiated this claim on April 22, A list of the needed documents was sent to her via email and regular mail on that dateOn or about May 4, we received most of the documents from Ms [redacted] On May 15, our claim Specialist spoke to her and explained that her primary insurance company evaluation was still needed along with a copy of the maintenance contract that was purchased and financed into the loanWe show records of several email and phone conversations throughout the claim but regret they did not meet the needs of our customerOn May 26, we verified receipt of all the needed documents and processed the claimOn June 18, a settlement check was sent to her lender and the claim was closed Our intent is to administer fast, fair claim service in every instanceIf you have any questions, please feel free to contact me at XXX-XXX-XXXX x [redacted] or [redacted] @gapadmin.com

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] of Milwaukie, OR 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] 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 AddendumThis claim was initiated on October 10, 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 On January 6, we received the last of the required documents, then completed processing the claim according to the terms of the GAP Addendum and issued payment to the lender on January 10, After receiving that payment, the lender waives the corresponding amount from the remaining loan balance owed by Ms [redacted] It’s important to note that GAP benefits are calculated using the loan balance on the date of loss If Ms [redacted] made payments after the date of loss, it does not reduce what GAP will pay Ms [redacted] needs to consult with her lender to see if she is eligible for a refund of those payments Lastly, our records show approximately emails or conversations with Ms [redacted] throughout the claim process reviewing what was received and what was still needed We regret that this level of service did 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] or [redacted] @gapadmin.com

T Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim Ms [redacted] is upset with the outcome of her GAP claim Please note the GAP Addendum is an agreement between Ms [redacted] and [redacted] Chevrolet of Union City, GAand is an amendment to the original vehicle financing agreement Financial Gap Administrator, LLC is merely the GAP claims administrator on behalf of [redacted] ChevroletThe 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 Addendum.To answer Ms [redacted] s complaint we must start with the definition of a payable loss I have highlighted the attached GAP contract where it says a payable loss is the difference between the Outstanding Balance and the Actual Cash Value of the covered vehicle on the date of lossBased on the terms of the original loan contract, the amortized loan payoff on the date of the loss was $22,The primary insurance company settled in the amount of $22, What remains is a GAP deficiency of $which has been paid to Ms [redacted] ’s lender You will see from the attached payment history that Ms [redacted] was charged a number of late fees and at deferrments throughout the life of her loan These fees and adjustments are not covered by GAP and are likely the cause for a remaining balance.GAP claim calculations are very straightforward and settlement breakdowns are provided to every customer on every claim We regret that Ms [redacted] feels the process was confidential and would be happy to send the breakdown again 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] or [redacted] @wisefandi.com

To whom it may concern: Below is our response to MrMichael [redacted] ’s Revdex.com Complaint [redacted] filed on 1/25/ On 12/12/18, our company, Financial Gap Administrator LLC, received a request from Mr [redacted] requesting to cancel his GAP Addendum contract Our representative, that same day, forwarded his cancellation request to his creditor, Open Road Lending in order to confirm the status of the financing agreement to which the GAP contract was an addendum On 12/19/18, we received correspondence back from Open Road Lending stating the financing agreement on the Chrysler was paid off FYI: Per the terms of the GAP Addendum, the cancellation refund must be forwarded to creditor unless the financing agreement is paid off; in which case, the refund may be forwarded directly to the borrower On 12/21/18, we processed the cancellation for the GAP Addendum contract His cancellation refund was mailed to the address for Mr [redacted] that we had on file, which we later learned was invalid Mr [redacted] had moved since the GAP Addendum had been writtenUpon learning of this, we immediately updated Mr [redacted] ’s address to [redacted] ***, Stafford, VA Once we received confirmation from our bank that the original check had not been deposited/cashed and then subsequently voided, we overnighted a new refund check in the amount of $to the updated address We received confirmation from Fthat the refund was delivered on January 30, at 11:26am EST We certainly apologize for any confusion during the processing of this cancellation

Complaint: [redacted] I am rejecting this response because: I received one phone call from the GAP companyThis was after many messages left by myselfI contacted the lender and they show no record of any conversations with the GAP companyFives faxes from the insurance company and one from myself were sent containing the same information to GAP which was rejectedFinally the insurance claims adjuster called and had to explain how to read the paperwork and GAP finally understood how to read the five times sent informationIn the meantime I had to make four payments on a car I did not ownTo summarize: I received one phone call, the lender shows no contact and I was told by the person I spoke to at GAP it was not their job to contact the lender or the insurance company, IT was MY job Sincerely, [redacted]

Initial Business Response /* (1000, 10, 2015/06/05) */
Contact Name and Title: *** *** Claims Mgr
Contact Phone: XXX-XXX-XXXX x
Contact Email: ***@wisefandi.com
I have received your request for assistance dated May 28, Thank you for giving us the opportunity to
review our handling of the above-captioned GAP claimMs*** is dissatisfied with the outcome of her GAP claim
The GAP Addendum is offered to customers at the time of sale or when financing is securedIn Ms***'s case, she secured automotive financing through *** *** prior to purchasing her vehicleThe charge for the GAP Addendum is financed into the customer's loan and is part of the financing/sales documentation which is signed by the customer at the time of purchaseCopies are to be given to the customer as part of the vehicle purchase documentationAll terms and conditions are clearly outlined in the addendum
The most important point in Ms***'s case is the term of the GAP contractThis was a month contract starting on the sale date of 9/18/It ended months later on 9/18/- this is the date that the contract expiredUnfortunately, the date of loss of 12/30/occurred after the contract expired and as such there is no coverage available
Our intent is to administer fast, fair claim service in every instanceIf you have any questions, please feel free to contact me at XXX-XXX-XXXX x *** or ***@gapadmin.com

Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim. Ms*** is upset with our level of communication she has received throughout her claim. This claim was initiated on February 7, by her lender. When the claim
was initiated, we sent letters to Ms*** and her lender describing the documents needed. Throughout February and March we communicated via email with Ms*** and her lender regarding the documents received for her claim and the documents still needed. We received the final documents on March and paid the claim on April 5. We regret that this level of service did 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 *** * *** ** ***@gapadmin.com

Complaint: ***
I am rejecting this response because: To see if I was getting the money back that was mentioned being sent back to *** *** Dealer Services per reply letter.I called *** *** Dealer Services everyday since I got this replyAnd now today they said they did receive a check from GAP Financial ServicesThey would not tell me the amount of the checkThe representative at *** *** said the check would be mailed back to GAP Financial ServicesSo now here we are in the month of MAY almost months since this accidentAnd this GAP company is doing all it can do to not pay usHow can the little man win in this situation?I had to pay off a balance that GAP said did not exist*** *** says the account is Zero balance and why GAP Financial mailed them a check and not us is beyond me.I would like the company to do whats right and pay meGAP insurance is that GAP insuranceOtherwise why have it?As I mentioned they run people over the coals and make things impossible to get the claimHere is your evidence.So if they are not going to pay me as it is looking likePlease punish this company for deceiving the public and make sure that *** Mitsubishi stops pushing their bogusGAP insuranceSince months would have been plenty of time to have had this settledThe insurance company settled in daysJust plain ridiculous
Sincerely,
*** ***

I have received your request for assistance dated April, Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim. Ms*** is upset that his GAP claim has not been processed. Please note the GAP Addendum is an agreement between Ms
*** and *** Honda Mitsubishi Hyundai of ***, VA and is an amendment to the original vehicle financing agreement. Financial Gap Administrator, LLC is merely the GAP claims administrator on behalf of *** Honda Mitsubishi HyundaiThe 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 AddendumThis loss occurred on December 20, and Mr*** initiated the GAP claim on January 29, 2015. When the claim was initiated, we explained what was needed to Mr*** and followed it up with letters to him and his lender describing the documents needed and how to get them. The nature of these documents are confidential and require the borrower’s involvement in obtaining from his lender and primary insurance company. On February 12, Mr*** sent us a number of documents. We processed them and emailed him soon after saying what was received and what was still needed. Nothing further was received so we mailed Mr*** a letter on March 3, describing what we had and what was still needed. Again, nothing further was received so we mailed Mr*** a final letter on April 8, 2016. On April 18, we received the final documents needed to process his claim Based on the terms of the original loan contract, the amortized loan payoff as of the date of the loss should have been $The primary insurance company settled in the amount of $16681.00. This is obviously more than should have been owed on the loan at the date of loss, so, as a result no payment will be made. In other words, there is no GAP benefit amount to waive. It is important to note that Mr*** states he has a remaining loan balance. According to the payment history on his loan, there were approximately late charges along with a variety of penalties and fees. These late fees and penalties are expressly excluded by GAP and are not part of his loan balance calculated aboveAs a result of there not being a GAP amount to waive according to the terms of the GAP Addendum, we have processed a cancellation of the GAP Addendum effective 12/20/(his original date of loss) and will be refunding the pro-rated amount of $which will be forwarded to the lender in order to be applied to the remaining balance owed by Mr***. 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

Initial Business Response /* (1000, 7, 2016/03/04) */
Contact Name and Title: *** *** - Claims M
Contact Phone: XXX-XXX-XXXXx***
Contact Email: ***@gapadmin.com
I have received your request for assistance dated February 18, Thank you for giving us the opportunity to
review our handling of the above-captioned GAP claimMr*** is frustrated trying to reach a claims representative during the process and the time it has taken to settle his GAP claim
Please note, the GAP Addendum is an agreement between Mr*** and *** Auto Source of O'Fallon, MoFinancial Gap Administrator is merely the GAP claims administrator on behalf of *** Auto SourceThe 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 loanThis 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 documentationAll terms and conditions are clearly outlined in the addendum
Mr*** initiated this claim on January 4, On that day, a list of documents needed to process the claim was sent to him via email and regular mailMost of these documents are confidential and require Mr***'s involvement in obtainingOur records show a number of conversations between Mr*** and our claim department in January and February regarding these documentsOn February 22, SrClaims Manager, *** *** emailed Mr***, apologized for his frustrations and explained the final document still neededThey spoke on February 23rd and again on February 26thMr*** understands what is needed and is committed to getting this final document to MrWangerinWithin a few days of this document arriving, we expect to have the claim processedWe regret this level of communication did not meet Mr***'s needs
Our intent is to administer fast, fair claim service in every instanceIf you have any questions, please feel free to contact me at XXX-XXX-XXXX x *** or ***@gapadmin.com
Initial Consumer Rebuttal /* (3000, 9, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was led to believe that they pay the rest of the auto loanI find this whole concept of this gap insurance to be deceivingThey aren't going to pay off my loan leaving me with this debtThat's totally wrongI'm not happy with this outcomeThis is nothing but another way for a company to bleed the consumerGap Administrators are a big lie!

Initial Business Response /* (1000, 7, 2015/07/17) */
Contact Name and Title: *** *** Claims Mgr
Contact Phone: XXX-XXX-XXXX x
Contact Email: ***@wisefandi.com
I have received your request for assistance dated July 15, Thank you for giving us the opportunity to
review our handling of the above-captioned GAP claimMr*** is frustrated with the time is has taken to process his claim and the treatment received by our claim department
Please note the GAP Addendum is an agreement between Mr*** and *** *** *** of New Orleans, LA and is an amendment to the vehicle financing agreementFinancial Gap Administrator LLC is merely the GAP claims administrator on behalf of *** *** *** 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 loanThis 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 documentationAll terms and conditions are clearly outlined in the GAP Addendum
Mr***'s claim included many unusual circumstances that had to be resolved before the claim could be processed - all of which were communicated to Mr*** throughout the processThe first involved the Avondale, Louisiana Police Department and their ongoing investigation surrounding the theft of the vehicleAnother was Mr***'s primary insurance company and the accurate settlement of the total loss of his vehicleIn the end, Mr***'s claim was paid on July 7, I spoke with Mr*** on that day, explained the GAP settlement and apologized for the delays in processing the claim that resulted in the poor service he felt he receivedHe said he understood the settlement and will contact me if he needs anything furtherOur intent is to administer fast, fair claim service in every instanceIf you have any questions, please feel free to contact me at XXX-XXX-XXXX x or ***@gapadmin.com

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 *** *** Chevrolet, Buick Incof Paris, KY and is an
amendment to the original vehicle financing agreement. Financial Gap Administrator, LLC is merely the GAP claims administrator on behalf of *** *** Chevrolet, Buick IncThe 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 AddendumThis loss occurred on February 28, 2017. The GAP claim was actually initiated on March 31, by Ms***’s lender. When the claim was initiated, we sent letters to Ms*** 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. On April 19, we received all required documents. On May 16, the claim processing was completed and letters were sent to Ms*** and her lender explaining there was no GAP amount to be waived under the terms of the contract. Please note: Ms***’s primary insurance carrier made a few deduction(s) from their settlement which, while expressly not covered by the GAP Addendum, resulted in a lower settlement payment and subsequently, a higher remaining loan balanceMs***’s primary insurance carrier deducted $from their settlement for excessive wear and tear on the vehicle which is expressly excluded by the GAP contract. Also, Ms***’s dealership produced an option list for the vehicle at the time of sale that included a premium radio. This premium radio, valued at $240.75, was excluded by her primary insurance carrier in their settlement. Ms*** should resolve these discrepancies with her primary carrier. Once again, these deductions resulted in no GAP eligible to be waived under the contract. We regret that this level of service did 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 *** * *** ** ***@gapadmin.com

Initial Business Response /* (1000, 5, 2015/06/26) */
Contact Name and Title: *** *** Claims Mgr
Contact Phone: XXX-XXX-XXXX x ***
Contact Email: ***@wisefandi.com
I have received your request for assistance dated Jun 19, Thank you for giving us the opportunity to review
our handling of the above-captioned GAP claimMs*** is dissatisfied with the time it has taken to settle her GAP claim
Please note, the GAP Addendum is an agreement between Ms*** and *** Hyundai of Avondale, AZFinancial Gap Administrator is merely the GAP claims administrator on behalf of *** HyundaiThe 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 loanThis 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 documentationAll terms and conditions are clearly outlined in the addendum
The documents needed to process a GAP claim are highly confidential and come from many sourcesThey require involvement by the borrower/contract holder and often take a long time to obtainOnce these documents are received and the claim is processed, GAP benefits are typically paid directly to the lenderHowever, in Ms***'s case, she paid off the loan herself so the GAP benefits could be paid to her instead of her lenderDoing this is fine but requires a payoff statement from her lenderOnce we received this payoff statement on May 27, the claim was processed and paid on June 17, (See attached settlement check)
Our intent is to administer fast, fair claim service in every instanceIf you have any questions, please feel free to contact me at XXX-XXX-XXXX x *** or ***@gapadmin.com

This entry is in response to the complaint filed by Mr*** where he seeks the cancellation and full refund of the purchase price of $that he paid for an automotive Guaranteed Asset Protection ("GAP") contract through the automotive dealer, Bill Pierre ChevroletFinancial Gap
Administrator LLC ("FGA") provides third-party administration services for the GAP program sold by the automotive dealer
On 8/5/15, Mr*** purchased a vehicle from the automotive dealer who also sold him the GAP coverage as part of that transactionShortly thereafter, Mr*** decided to cancel the GAP coverage and obtain a full refundMr*** mailed a cancellation request to FGA as opposed to the automotive dealer as indicated in the terms of the GAP contractAt the time of the receipt of that letter, FGA had not yet received the remitted contract from the automotive dealer and as such, had no record of the contract in the systemOn 9/22, Mr*** emailed FGA looking for the status of his cancellation requestOn 9/23, FGA emailed Mr*** indicating that FGA had received the GAP contract from the automotive dealer and entered the contract in the system on 9/Furthermore, FGA indicated i.) that payment for the contract had not yet been sent by the dealer; and, ii.) Mr*** would need to contact the automotive dealer in order to cancel the GAP ContractOn 9/24, payment was received by FGA from the automotive dealer and applied to the contract balance in order to activate the GAP contract in the systemOn Friday, 9/25, the written cancellation request was received by FGA from the automotive dealerOn Monday, 9/28, the cancellation was processed and on 9/the associated refund check to the automotive dealer was processedFurthermore, FGA forwarded the check and supporting documentation to the automotive dealer via overnight delivery so that the dealer would have the refund on 9/Per the terms of the GAP contract, the automotive dealer will finalize the cancellation and remit the full refund amount to the lienholder so that the refund may be applied to the outstanding loan balanceAt this point, Mr*** should follwith the automotive dealer to confirm the final steps in the process as previously described
We certainly apologize for the delays experienced by Mr***, and feel as though these delays may have been reduced had the cancellation instructions contained in the GAP contract been properly followed

Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim. Mr*** is upset with the outcome of his GAP claim. Please note the GAP Addendum is an agreement between Mr*** and *** *** ***of Palatine, Iland is an amendment
to the original vehicle financing agreement. Financial Gap Administrator, LLC is merely the GAP claims administrator on behalf of *** *** ***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 AddendumGAP benefits are a straightforward calculation. It begins with the loan balance on the date of loss. (See attached) This is calculated with an amortization using the terms and conditions of his original loan contract which assumes that Mr*** paid as agreed. According to the attached payment history, Mr*** had multiple late fees, due date extensions, missed payments and payments returned by his lender for non-sufficient fundsThe fees and penalties associated with this are not part of this loss date loan balance. From that, the payment made by his primary insurance company is deducted. Finally, a GAP cancellation amount of $is also due from his dealership to his lender. This represents a pro-rata refund for the un-used portion of his GAP addendum. In the end, the amount to be waived by his lender is $which represents the amount due under his GAP coverage. After reviewing the claim, it was processed in accordance with the terms of her GAP contract. We regret that this level of service did not meet the needs of our customerOur intent is to administer fast, fair claim service in every instance. If you have any questions, please feel free to contact me at *** x *** or ***.***@gapadmin.com

Thank you for giving us the opportunity to review our handling of the above-captioned GAP claim. Ms*** is upset with the time it is taking to process her GAP claim. Unfortunately, the nature of the documents required at claim time are confidential; and often require the
borrower’s involvement in obtaining. Throughout the claim process we were in contact with Ms*** and her lender regarding the documents received and what is still needed. Our file shows letters sent to Ms*** and her lender in March, May and June. We also reached out via email in April and September in an effort to secure the needed documents. As of this date, the final document needed to process the claim is the vehicle evaluation from her primary insurance carrier. This is often a multiple page report that explains how they determined the actual cash value. Once this is received, we will be certain to process her claim immediatelyOur intent is to administer fast, fair claim service in every instance. If you have any questions, please feel free to contact me at *** x *** or ***@gapadmin.com

Complaint: ***
I am rejecting this response because:
Gap insurance company didn't pay full amountKnowingly lowered amount stating "Missed option navigation system +8% sales tax" despite me submitting my original options form with this information on itCompany claimed a couple months ago they "didn't receive this form" despite this being in the middle of a page packet faxed all at once and filled it out themselves asking me questions over the phoneAppears to have been intentional in order to lower paid amount to Lien Holder
Sincerely,
*** ***

I am sorry to hear of rude customer service and lengthy hold times.  We are looking closely into this claim and the personnel involved and continue to make every effort to improve our service. Please note the GAP Addendum is an agreement between Ms. [redacted] and [redacted] of Maple Shade,...

NJ and is an amendment to the original vehicle financing agreement.  Financial Gap Administrator, LLC is merely the GAP claims administrator on behalf of [redacted]. 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. The GAP Addendum provides that in the event of a constructive total loss to the covered vehicle, the dealer/lender will waive their rights against the borrower for the amounts due under the payable loss.  This claim was initiated on 5/25/17 by Mr. [redacted].  Unfortunately, the nature of the documents needed to process a GAP claim are private and require the borrower’s involvement to obtain.  Our file shows numerous emails, faxes and phone calls between us and Mr. [redacted], his lender and his primary insurance company.  The challenge with this claim was getting the correct documents from his primary insurance company.  After numerous attempts, we were able to resolve the issue with his primary insurance company on 7/17/17 and paid the claim on 7/19/17.  We regret that this level of service did 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] [redacted] or [redacted]@gapadmin.com.

I have received your request for assistance dated October 31, 2016. 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] of Hempstead, NY and is an amendment to the original vehicle financing agreement.  Financial Gap Administrator, LLC is merely the GAP claims administrator on behalf of [redacted]. 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 are clearly outlined in the GAP Addendum. This loss occurred on June 20, 2016 but Ms. [redacted]’s lender did not initiate the claim until October 13, 2016.  When the claim was initiated, we sent a letter to her lender and Ms. [redacted] describing the documents needed.  The nature of these documents are confidential and require the borrower’s involvement in obtaining.  On October 18, 2016 we received some of the needed documents and replied to Ms. [redacted] and her lender what we received and what was still needed.  On October 25, 2016 we received additional documents but still needed the primary insurance company’s vehicle evaluation as well as the vehicle service agreement refund, if available.  Again, we emailed Ms. [redacted] asking for these two documents.  We still need the primary insurance company’s vehicle evaluation to process her claim but can estimate the refund of her vehicle service agreement refund if necessary.    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] or [redacted]@gapadmin.com.