Wise Finance & Insurance

I have received your request for assistance dated March 7 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 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 Mazda. 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.
Ms. [redacted] 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, 2016 Ms. [redacted] contacted our office when we explained to her that she had 90 days from the date on her primary insurance carrier’s settlement check to submit all documentation.  (See attached highlighted contract)
On March 16, 2016 Sr. Claims Manager, [redacted] spoke to Mr. [redacted].  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 90 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 [redacted] or [redacted]@gapadmin.com.