I have had gold standard insurance for three years never used it. My radiator went out two months ago took it to Range Rover. They wanted to charge me $2400 around that amount standard only wanted to pay 1300. I didn’t feel like I should pay half so I asked can I take it to a different shop, they said yes took it to a local license shop which was charging me 1300 gold standard one to pay $693 what is wrong with that? That’s a problem because they’re trying to make me pay half regardless of what I don’t feel like that’s fair I pay for their services upfront not a monthly payment. This is my first time using them, and this is the experience I get, please help me make sense of this
Dear Sirs,After reviewing the customers complaint they are correct the version of the contract they received did not have the actual cash value limit however during our investigation we did find that the customers warranty is expired due to the amount of miles they put on their vehicle, their contract is a year or 24,miles and MrM [redacted] have put miles on the vehicle which is miles over the 24,contract limit Because this is our error we will not back bill MrM [redacted] but will also not be paying any additional monies towards his transmission repair Please let me know if you need any further assistance.Candyce
Mr [redacted] , We understand your frustration however, we have made our contract very clear on what is covered if the component is not listed it is not covered Your claim was denied for multiple reasons, the first being you have a day and 1200-mile pre-existing waiting period so your water pump was denied because you had only driven miles from the date of purchase The alternator was denied because you purchased a 1-year contract, the 1-year contract does not include electrical coverage only a 3-year contract or longer will include electrical coverage When reading your contract prior to signing the stipulations/coverage and if you felt our contract did not match what you were told you had the option to not purchase the contract or within days after your purchased the contract you still had the opportunity to cancel the contract and obtain a full refundYou indicate that you went to shops and none of the claims were paid, our records indicate that you went for an oil change on 03/15/that we paid $(maximum payable for a oil change) and you have only one mechanical claim submitted on your behalf (water pump/alternator/brake booster vacuum pump/wheel sensor/light bulb), that is the claim referenced above Gold Standard has ZERO fine print and our contract is extremely self-explanatory and if at any time you wondered about your coverage you can call customer service any we would be happy to answer any of your questions Gold Standard does not avoid their responsibility to pay legitimate claims, however customers also have their own responsibility to read and understand their contract and the guidelines/coverage that they have chosen to purchase and agreed to Your coverage options also included a plan with no waiting period and electrical coverage as well as a longer term, unfortunately you decided not to purchase that plan and chose a plan with lessor coverageIf you still feel like your dealer over exaggerated your coverage we will waive our cancellation fee if you would like to cancel your contract with us Please contact customer service for the form
Mr [redacted] , Gold Standard understands your frustration however there are several errors in your statement(s) The following is a summation of the digital record we keep every time someone calls/faxes/or emails regarding your contractWe show you did call Gold Standard on 8/8/@ 2:PM you stated you were at the shop and the customer service representative gave you the fax # (Gold Standard has only one fax number) your shop did not call again until 5:where they left a voicemail, claims called your shop back and got their voicemail where they left a message that if they needed any assistance with a customer to please call us We did not hear from anyone again until you called on 08/15/stating that you need to get reimbursement for your blower motor You were advised that repairs without prior authorization cannot be reimbursed however trying cannot hurt anything and you were given information on how to submit your paperwork for reimbursement Nothing was sent in, Gold Standard did not hear from you again until 09/25/where you asked how to send your invoice for reimbursement, you were advised (again) that claims done without prior approval are not coverable per your contract but was given the fax # and email address where you could send in the paperwork The next time Gold Standard heard from you or your shop was 10/05/where they called stating the work was done on a Saturday and the customer could not wait until Monday for claims to approve it As your paperwork shows the claim was on a Tuesday and as you were advised on the call on 08/08/the claims department is very fast with this type of claim it can take only minutes, worst case same dayMr [redacted] , Gold Standard is bound by the contract and when you signed the contract you also agreed to Our digital records reflect that you/your shop did not send the estimate in until the work was done, based off the digital records attached to your contract there was no attempt by your shop or yourself to submit the estimate to Gold Standard prior to the work being done and follow the process ALL other customers must follow This part of the claims process is so vital it is found within your contract (four) times where it tells the customer they must have prior authorization for mechanical repairs The first notification can be found on page 2, Section - COVERAGE-SERVICE DEFINITIONS & VEHICLE ELIGIBILITY where it states "...Authorization is required from the Administrator PRIOR to the repair or replacement of covered components....", then again on page Section - GENERAL PROVISIONS where it states "...Agreement Holder must notify Administrator of any Mechanical Breakdown prior to any work being done to this Vehicle for approval...", then again on page Section - GENERAL PROVISIONS Subsection; Filing A Claim #it states "Your repair facility must obtain an authorization number from Administrator prior to the beginning of repair by calling 801-963-4653..." and again on page Section - EXCLUSIONS item #is all caps and bold and states "WHEN REPAIRS ARE PERFORMED WITHOUT THE ADMINISTRATOR’S PRIOR AUTHORIZATION" Gold Standard mentions this so many times within the contract because it is a process that must be followed by all contract holders, all our customers are equally important to Gold Standard and because of this we treat all our customers equally and waiving the standard process for claims is not fair to all our other customers who had to follow the same rules you mustLastly, at no time did anyone at Gold Standard state “drop the ball” we have pulled all phone records and faxes and your shop did not make the calls they are claiming and again we have only fax # so stating they were given multiple is again not accurate The claims manager you spoke with advised you that if you could send us proof of their faxes sent and they either failed or were successful We have pulled all our faxes from your shop, they are all kept digitally we used the fax information they sent in the reimbursement request from, if they have another fax # they would like us to check we would be happy to do so Gold Standard made every attempt to show that your shop tried to submit the claim prior to the repair and if you had anything that show there was an attempt we could reevaluate the situation At the time we replied to this complaint you have not submitted any documents to support you/yours shops claim that they faxed over the estimate prior to the repair, even the same day of the repair We unfortunately cannot reimburse a claim that did not have prior approval, Gold Standard can waive our fees if you decide you would like to cancel your service contract Please contact customer service for the form if that is what you decide is best for you We wish you the best!Tell us why here
Dear Sirs;In the complaint Ms. L [redacted] indicates she was told we would only cover $40 for the oil change and that she had to call a different number, that concerns me because we only have one phone number for all services and anyone who answers the line can assist a customer with an oil change or... claims questions. The customer's contract states that we cover "cooling system maintenance - drain/refill" and that can be accomplished for $42.00 which is the covered amount Ms. L [redacted] qualifies for, as to the wiper blades the contract clearly states that the wiper blades are only covered even number years and only when in conjunction with a safety inspection so for Gold Standard to offer to pay $18.00 towards wiper blades 10 moths early and not during an even number year we feel was very generous. If Ms. L [redacted] would like to submit her receipt for her 29.95 Oil change, coolant flush and wiper blades we would be happy to reimburse her the $89.95 we would have paid the shop. The coolant flush Ms. L [redacted] had done is significantly different than a drain and fill , the coolant flush Ms. L [redacted] has done requires much more labor and therefor is more expensive, we are still willing to reimburse Ms. L [redacted] the $42.00 she can put towards her flush even thought technically she had a service performed that the contract does not cover. Ms. L [redacted] can fax her receipt to [redacted] or send a digital copy to [redacted] @gsancard.com. Sincerely,C. S [redacted]
Dear Sirs,After reviewing the customers complaint they are correct the version of the contract they received did not have the actual cash value limit however during our investigation we did find that the customers warranty is expired due to the amount of miles they put on their vehicle, their contract is a year or 24,miles and MrM [redacted] have put miles on the vehicle which is miles over the 24,contract limit Because this is our error we will not back bill MrM [redacted] but will also not be paying any additional monies towards his transmission repair Please let me know if you need any further assistance.Candyce
Mr [redacted] , We understand your frustration however, we have made our contract very clear on what is covered if the component is not listed it is not covered Your claim was denied for multiple reasons, the first being you have a day and 1200-mile pre-existing waiting period so your water pump was denied because you had only driven miles from the date of purchase The alternator was denied because you purchased a 1-year contract, the 1-year contract does not include electrical coverage only a 3-year contract or longer will include electrical coverage When reading your contract prior to signing the stipulations/coverage and if you felt our contract did not match what you were told you had the option to not purchase the contract or within days after your purchased the contract you still had the opportunity to cancel the contract and obtain a full refundYou indicate that you went to shops and none of the claims were paid, our records indicate that you went for an oil change on 03/15/that we paid $(maximum payable for a oil change) and you have only one mechanical claim submitted on your behalf (water pump/alternator/brake booster vacuum pump/wheel sensor/light bulb), that is the claim referenced above Gold Standard has ZERO fine print and our contract is extremely self-explanatory and if at any time you wondered about your coverage you can call customer service any we would be happy to answer any of your questions Gold Standard does not avoid their responsibility to pay legitimate claims, however customers also have their own responsibility to read and understand their contract and the guidelines/coverage that they have chosen to purchase and agreed to Your coverage options also included a plan with no waiting period and electrical coverage as well as a longer term, unfortunately you decided not to purchase that plan and chose a plan with lessor coverageIf you still feel like your dealer over exaggerated your coverage we will waive our cancellation fee if you would like to cancel your contract with us Please contact customer service for the form
Mr [redacted] , Gold Standard understands your frustration however there are several errors in your statement(s) The following is a summation of the digital record we keep every time someone calls/faxes/or emails regarding your contractWe show you did call Gold Standard on 8/8/@ 2:PM you stated you were at the shop and the customer service representative gave you the fax # (Gold Standard has only one fax number) your shop did not call again until 5:where they left a voicemail, claims called your shop back and got their voicemail where they left a message that if they needed any assistance with a customer to please call us We did not hear from anyone again until you called on 08/15/stating that you need to get reimbursement for your blower motor You were advised that repairs without prior authorization cannot be reimbursed however trying cannot hurt anything and you were given information on how to submit your paperwork for reimbursement Nothing was sent in, Gold Standard did not hear from you again until 09/25/where you asked how to send your invoice for reimbursement, you were advised (again) that claims done without prior approval are not coverable per your contract but was given the fax # and email address where you could send in the paperwork The next time Gold Standard heard from you or your shop was 10/05/where they called stating the work was done on a Saturday and the customer could not wait until Monday for claims to approve it As your paperwork shows the claim was on a Tuesday and as you were advised on the call on 08/08/the claims department is very fast with this type of claim it can take only minutes, worst case same dayMr [redacted] , Gold Standard is bound by the contract and when you signed the contract you also agreed to Our digital records reflect that you/your shop did not send the estimate in until the work was done, based off the digital records attached to your contract there was no attempt by your shop or yourself to submit the estimate to Gold Standard prior to the work being done and follow the process ALL other customers must follow This part of the claims process is so vital it is found within your contract (four) times where it tells the customer they must have prior authorization for mechanical repairs The first notification can be found on page 2, Section - COVERAGE-SERVICE DEFINITIONS & VEHICLE ELIGIBILITY where it states "...Authorization is required from the Administrator PRIOR to the repair or replacement of covered components....", then again on page Section - GENERAL PROVISIONS where it states "...Agreement Holder must notify Administrator of any Mechanical Breakdown prior to any work being done to this Vehicle for approval...", then again on page Section - GENERAL PROVISIONS Subsection; Filing A Claim #it states "Your repair facility must obtain an authorization number from Administrator prior to the beginning of repair by calling 801-963-4653..." and again on page Section - EXCLUSIONS item #is all caps and bold and states "WHEN REPAIRS ARE PERFORMED WITHOUT THE ADMINISTRATOR’S PRIOR AUTHORIZATION" Gold Standard mentions this so many times within the contract because it is a process that must be followed by all contract holders, all our customers are equally important to Gold Standard and because of this we treat all our customers equally and waiving the standard process for claims is not fair to all our other customers who had to follow the same rules you mustLastly, at no time did anyone at Gold Standard state “drop the ball” we have pulled all phone records and faxes and your shop did not make the calls they are claiming and again we have only fax # so stating they were given multiple is again not accurate The claims manager you spoke with advised you that if you could send us proof of their faxes sent and they either failed or were successful We have pulled all our faxes from your shop, they are all kept digitally we used the fax information they sent in the reimbursement request from, if they have another fax # they would like us to check we would be happy to do so Gold Standard made every attempt to show that your shop tried to submit the claim prior to the repair and if you had anything that show there was an attempt we could reevaluate the situation At the time we replied to this complaint you have not submitted any documents to support you/yours shops claim that they faxed over the estimate prior to the repair, even the same day of the repair We unfortunately cannot reimburse a claim that did not have prior approval, Gold Standard can waive our fees if you decide you would like to cancel your service contract Please contact customer service for the form if that is what you decide is best for you We wish you the best!Tell us why here
Dear Sirs;In the complaint Ms. L [redacted] indicates she was told we would only cover $40 for the oil change and that she had to call a different number, that concerns me because we only have one phone number for all services and anyone who answers the line can assist a customer with an oil change or... claims questions. The customer's contract states that we cover "cooling system maintenance - drain/refill" and that can be accomplished for $42.00 which is the covered amount Ms. L [redacted] qualifies for, as to the wiper blades the contract clearly states that the wiper blades are only covered even number years and only when in conjunction with a safety inspection so for Gold Standard to offer to pay $18.00 towards wiper blades 10 moths early and not during an even number year we feel was very generous. If Ms. L [redacted] would like to submit her receipt for her 29.95 Oil change, coolant flush and wiper blades we would be happy to reimburse her the $89.95 we would have paid the shop. The coolant flush Ms. L [redacted] had done is significantly different than a drain and fill , the coolant flush Ms. L [redacted] has done requires much more labor and therefor is more expensive, we are still willing to reimburse Ms. L [redacted] the $42.00 she can put towards her flush even thought technically she had a service performed that the contract does not cover. Ms. L [redacted] can fax her receipt to [redacted] or send a digital copy to [redacted] @gsancard.com. Sincerely,C. S [redacted]