Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear
below
I disagree with wich the events that took place I agreed after going after going back and forth with people and making numerous phone calls to this company I agreed to accept replacement parts which were used was never called back and all I asked was for them to fix my car that's all I want it instead I got told over and over again that I'm not listening instead of trying to resolve the issue they wanted to keep trying to explain which I understood from the beginning what they were speaking up on as far as the contract they never told me that I had to take my car someplace else for someone else to look at it because if they had told me that I would have simply done that because all I wanted was my car fixed they're trying to find any and every way not took paid for the warranty that I bought and if they agreed to ship the parts why haven't they called me back and shipped the part that's because all they wanted to do all along was not honor the contract
APW spoke with Mr*** today 12/8/at 1:PMAPW informed Mr*** the department just received his check from the investment team and will be sending it from our office to the customer tomorrowCustomer thanked APW and that ended the call
This letter is to respond to a complaint issued by Mr*** *** on June 6,regarding a refund requestOur underwriters have decided to allow his request for a refund despite our policies as outlined in our contractA copy of our contract is enclosed for your reference.The initial claim was reported to us only miles after purchase from dealershipPer the front of the contract that the customer signed, any claim filed within the first miles may be considered preexisting wh ich would exclude it from being covered by the warranty Additionally, per paragraph 7, refunds are typically on issued to the dealership that that the vehicle was purchased from minus the $feeHowever, there was a delayed exception to these policies in the case of Mr*** by our current underwritersWe are issuing a $refund of the contract valued at $directly to the customer per his requestWe have removed the customary $fee from the amount being refunded.While we approved this claim on our end in August, we required approval for an exception from our insurance company's underwritersAlthough several exception requests were submitted to our previous underwriters, Hartford Insurance, in most cases we were unable to receive a response prior to switching out underwriting company to Evanston Insurance Company, who is backed by the Markel CorpThis switchover was necessary at that time due to prior company no longer accepting coverage for warranty vehicle service contract companiesAll claims were grandfathered over to the new company and due to the initial losses our new underwriters were more resistant to approving exceptions per Paragraph for the waiver clause on the back of our contractThis resistance caused a longer delay than we originally anticipated Unfortunately, Mr***'s claim fell into this period and it took longer than the week it typically took with our prior company to get the approval.Please understand that this type of delay is not typical for usAll claims occurring between July and August, resulted in delays for underwriter approval of exceptions to our contract termsIt was difficult for us to justify these many of these claims to the new company and it took a lot of deliberations and patience on our end but Iam happy to say that were successful in getting most exceptions grantedWe apologize for not communicating these delays to the customer so that their expectations on when payments would be received met the adjusted timeline.Sincerely,Claims Department, APW International*** *** *** *** *** *** ** *** *** ** *** *** *** ***
*** *** ***
Dear *** *** The customer contacted the claims departmentOur Claims specialist spoke with the customer and explained that there is a problem in terms of coverage with the transfer case being crackedThis is after a previous claim being paid out already on the same contractThe claims
department informed the customer that underwriting usually denies those claims due to the fact that someone almost always has hit something and therefore is not covered under our warrantyThe claims apartment also informed the customer that we are exercising paragraph of our waiver clause to help them through the claim procedure as a courtesy due to our relationship with Major Motors, the dealer from which he purchased the vehicleCustomer was informed the courtesy was granted, however it being a courtesy, may take a whileWe then submitted a Form to the underwriters to ask for courtesy in extending the limits of liability for the contract seeing as how the replacement unit was almost $while still being done as a courtesyThe claims department farther explained the limits of liability and that the underwriters would calculate what the remainder of the limits of liability after purchase of the replacement unit and customer’s deductible1. Limits on liability A. The total claim benefits we are liable for: “Maximum total payout” means the total claim benefits for which APW shall be liable for the full term of this contractMaximum total payouts: months/miles: maximum total payout $1,months/miles: maximum total payout $1,year/15,miles and year 35,miles: maximum total payout $1,year/45,miles, year/70,miles and year/90,miles: maximum total payout $2, The customer was informed that the Claims Department is working with the underwriters to possibly provide another courtesy to reimburse $for the total that was paid in labor and installation of the transfer case totaling This is the balance remaining in regard to the limit of the policy after the customer’s deductible of $The oversight on the customers $was due to an authorization number and release code missing from the file and also the fact that courtesies are more susceptible to this mishap being that they are although important, not priority in comparison with other claims that APW is legally and financially responsible, and because of this are kept separate However, as of June 27th 2017, a WSFS check ending in 5556, sent in the amount of $was cashed by the customerWe hope that this is helpful in your determinations in this matterPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International *** *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11616451, and find that this resolution is satisfactory to me.
Regards,
*** ***
*
*** ** *** *** * *** *** * *** *** * *** ** ***
*** *** January 4, Revdex.com of Delaware Attn: Complaints Department ** *** ***
*** *** ** *** Dear Claims
Department, This letter is to respond to a complaint issued by Mr.*** *** on December 27, regarding a complaint about coverage for an engine issue. The initial claim was reported to the Claims Department of APW International on August 1, at 109,miles. This established that the vehicle had been driven only miles from original purchase from the selling dealership The claim in question was originally denied due to being within the mile period where it could be considered a preexisting condition. This is standard policy for us, as stated on the front of our service contract which states “Any claim filed within the first miles of the sale of the vehicle may be considered preexisting.” This was signed by the service contract holders, *** *** and *** *** We at APW made an attempt to have the claim in question approved as an exception under Paragraph 7, titled “waiver clause” under our previous underwriters, Hartford Insurance APW was unable to receive a favorable response prior to changing representatives of our underwriting department. The company currently in use by APW is Evanston Insurance Company, which is backed by Markel Corp. This substitution was necessary at that time due to the previous company no longer accepting coverage for companies handling vehicle warranty service contracts All claims were grandfathered over to the new company. Due to the initial losses that were experienced by APW International, our new underwriters were more resistant to approving exceptions based on Paragraph “waiver clause” on the back of our contract Although there have been multiple attempts at gaining approval from the underwriting department, the APW Claims Department will once again be filing a Form with the Underwriting Department with a request for leniency in this matter. If approved, a reasonable allowance will be made toward this claim It is the sincere hope of APW International that this matter can be resolved to The Customer’s satisfaction, however we are unable to guarantee an exception if we are unable to obtain approval from our Underwriters Sincerely, Claims Department, APW International
*** *** *** ***
*** *** ** ***
*** ** *** *** *** ***
*** *** *** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear
below
I disagree with wich the events that took place I agreed after going after going back and forth with people and making numerous phone calls to this company I agreed to accept replacement parts which were used was never called back and all I asked was for them to fix my car that's all I want it instead I got told over and over again that I'm not listening instead of trying to resolve the issue they wanted to keep trying to explain which I understood from the beginning what they were speaking up on as far as the contract they never told me that I had to take my car someplace else for someone else to look at it because if they had told me that I would have simply done that because all I wanted was my car fixed they're trying to find any and every way not took paid for the warranty that I bought and if they agreed to ship the parts why haven't they called me back and shipped the part that's because all they wanted to do all along was not honor the contract
APW spoke with Mr*** today 12/8/at 1:PMAPW informed Mr*** the department just received his check from the investment team and will be sending it from our office to the customer tomorrowCustomer thanked APW and that ended the call
This letter is to respond to a complaint issued by Mr*** *** on June 6,regarding a refund requestOur underwriters have decided to allow his request for a refund despite our policies as outlined in our contractA copy of our contract is enclosed for your reference.The initial claim was reported to us only miles after purchase from dealershipPer the front of the contract that the customer signed, any claim filed within the first miles may be considered preexisting wh ich would exclude it from being covered by the warranty Additionally, per paragraph 7, refunds are typically on issued to the dealership that that the vehicle was purchased from minus the $feeHowever, there was a delayed exception to these policies in the case of Mr*** by our current underwritersWe are issuing a $refund of the contract valued at $directly to the customer per his requestWe have removed the customary $fee from the amount being refunded.While we approved this claim on our end in August, we required approval for an exception from our insurance company's underwritersAlthough several exception requests were submitted to our previous underwriters, Hartford Insurance, in most cases we were unable to receive a response prior to switching out underwriting company to Evanston Insurance Company, who is backed by the Markel CorpThis switchover was necessary at that time due to prior company no longer accepting coverage for warranty vehicle service contract companiesAll claims were grandfathered over to the new company and due to the initial losses our new underwriters were more resistant to approving exceptions per Paragraph for the waiver clause on the back of our contractThis resistance caused a longer delay than we originally anticipated Unfortunately, Mr***'s claim fell into this period and it took longer than the week it typically took with our prior company to get the approval.Please understand that this type of delay is not typical for usAll claims occurring between July and August, resulted in delays for underwriter approval of exceptions to our contract termsIt was difficult for us to justify these many of these claims to the new company and it took a lot of deliberations and patience on our end but Iam happy to say that were successful in getting most exceptions grantedWe apologize for not communicating these delays to the customer so that their expectations on when payments would be received met the adjusted timeline.Sincerely,Claims Department, APW International*** *** *** *** *** *** ** *** *** ** *** *** *** ***
*** *** ***
Dear *** *** The customer contacted the claims departmentOur Claims specialist spoke with the customer and explained that there is a problem in terms of coverage with the transfer case being crackedThis is after a previous claim being paid out already on the same contractThe claims
department informed the customer that underwriting usually denies those claims due to the fact that someone almost always has hit something and therefore is not covered under our warrantyThe claims apartment also informed the customer that we are exercising paragraph of our waiver clause to help them through the claim procedure as a courtesy due to our relationship with Major Motors, the dealer from which he purchased the vehicleCustomer was informed the courtesy was granted, however it being a courtesy, may take a whileWe then submitted a Form to the underwriters to ask for courtesy in extending the limits of liability for the contract seeing as how the replacement unit was almost $while still being done as a courtesyThe claims department farther explained the limits of liability and that the underwriters would calculate what the remainder of the limits of liability after purchase of the replacement unit and customer’s deductible1. Limits on liability A. The total claim benefits we are liable for: “Maximum total payout” means the total claim benefits for which APW shall be liable for the full term of this contractMaximum total payouts: months/miles: maximum total payout $1,months/miles: maximum total payout $1,year/15,miles and year 35,miles: maximum total payout $1,year/45,miles, year/70,miles and year/90,miles: maximum total payout $2, The customer was informed that the Claims Department is working with the underwriters to possibly provide another courtesy to reimburse $for the total that was paid in labor and installation of the transfer case totaling This is the balance remaining in regard to the limit of the policy after the customer’s deductible of $The oversight on the customers $was due to an authorization number and release code missing from the file and also the fact that courtesies are more susceptible to this mishap being that they are although important, not priority in comparison with other claims that APW is legally and financially responsible, and because of this are kept separate However, as of June 27th 2017, a WSFS check ending in 5556, sent in the amount of $was cashed by the customerWe hope that this is helpful in your determinations in this matterPlease feel free to contact us with any additional questionsSincerely, Claims Department, APW International *** *** *** ***
*** *** ** ***
*** ** *** *** *** ***
*** *** *** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11616451, and find that this resolution is satisfactory to me.
Regards,
*** ***
Please find a response attached for this complaint Feel free to contact us with any questions
*
*** ** *** *** * *** *** * *** *** * *** ** ***
*** *** January 4, Revdex.com of Delaware Attn: Complaints Department ** *** ***
*** *** ** *** Dear Claims
Department, This letter is to respond to a complaint issued by Mr.*** *** on December 27, regarding a complaint about coverage for an engine issue. The initial claim was reported to the Claims Department of APW International on August 1, at 109,miles. This established that the vehicle had been driven only miles from original purchase from the selling dealership The claim in question was originally denied due to being within the mile period where it could be considered a preexisting condition. This is standard policy for us, as stated on the front of our service contract which states “Any claim filed within the first miles of the sale of the vehicle may be considered preexisting.” This was signed by the service contract holders, *** *** and *** *** We at APW made an attempt to have the claim in question approved as an exception under Paragraph 7, titled “waiver clause” under our previous underwriters, Hartford Insurance APW was unable to receive a favorable response prior to changing representatives of our underwriting department. The company currently in use by APW is Evanston Insurance Company, which is backed by Markel Corp. This substitution was necessary at that time due to the previous company no longer accepting coverage for companies handling vehicle warranty service contracts All claims were grandfathered over to the new company. Due to the initial losses that were experienced by APW International, our new underwriters were more resistant to approving exceptions based on Paragraph “waiver clause” on the back of our contract Although there have been multiple attempts at gaining approval from the underwriting department, the APW Claims Department will once again be filing a Form with the Underwriting Department with a request for leniency in this matter. If approved, a reasonable allowance will be made toward this claim It is the sincere hope of APW International that this matter can be resolved to The Customer’s satisfaction, however we are unable to guarantee an exception if we are unable to obtain approval from our Underwriters Sincerely, Claims Department, APW International
*** *** *** ***
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