ComplaintsforAscent Administration Services

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The denial email was sent to me on June 17, 2024. I responded by email and phone on June 18, 2024. ******* is denying our GAP insurance claim due to a lack of a police report. However, she sent me an email highlighting the following from their policy: "LOSS DOCUMENT PROCEDURES: In the event of a Constructive Total Loss, You must notify and provide all of the following, if applicable, to Our Administrator: 1. a complete copy of the primary insurance settlement, including the valuation report; 2. a copy of the original Financing Contract and this Addendum; 3. If applicable, a copy of Your automobile insurance policy; 4. a copy of the payoff from the Financial Institution/Lender as of the Date of Loss; 5. if applicable, a copy of the insurance settlement check; 6. police report, in the case of a Constructive Total Loss when there is no ************************* coverage. If a police report is not provided, a claim may be denied; and 7. any additional reasonable documentation requested by Our Administrator or Us (where applicable, see State Disclosures). The Administrator will not obtain this information for You. A Benefit request must be submitted and all required documentation provided to the Administrator within ninety (90) days of settlement by Your Primary Carrier. " I explained that NE police officers do not come to the scene for non-injury accidents. She said they needed to have a police report to make sure we were not involved in any felony activity. Both vehicles involved were drivable. The accident was due to icy conditions, and our vehicle slid into another vehicle. I asked to speak with someone else and was told there was no one else I could talk to. I provided all of the required documents. We have insurance, and according to their policy, our claim should not be denied because we do not have a police report. ******* refused to help me and repeatedly told me her decision was final and would not approve our claim.

  

  Business response

  06/20/2024

  To Whom It May *************************************** to our Loss Documentation procedures outlined in our contract under Section 1, the customer is required to provide all necessary documentation for their *** claim. Despite several opportunities, the customer has been unable to produce the requested police report.
  
   
  
  As stated in the contract: "Any additional reasonable documentation requested by Our Administrator or Us (where applicable, see State Disclosures). The Administrator will not obtain this information for You. A Benefit request must be submitted, and all required documentation provided to the Administrator within ninety (90) days of settlement by Your Primary Carrier. If You do not have primary insurance coverage in effect on the Date of Loss, the Administrator must receive this documentation within ninety (90) days from the Date of Loss. No Benefit will be waived under this Addendum if this documentation is not provided to the Administrator within this stated time period. Reasonable access must be provided to the Covered Vehicle for inspection if required."
  
   
  
  This requirement is in place due to the claim exclusions listed under Section 9, which state: "When a Constructive Total Loss may reasonably be expected to result from intentional or criminal acts of a Customer/Borrower or their permissive user while committing a felony, including but not limited to DUI/DWI, or while seeking to elude lawful apprehension or arrest by a law enforcement official. No Benefit will be waived until the charge has been dismissed or adjudicated not guilty."
  
   
  
  Without the police report, we have no means to verify the circumstances surrounding the claim. Therefore, the *** claim has been closed due to lack of documentation. Despite several attempts to explain this to the customer. We are simply asking the customer to adhere to our guidelines for this claim.
  
   
  
  Thank you for your time.
  
   
  
  Sincerely,

  The Ascent Team

  Customer response

  06/20/2024

  I called the *********************** and they told me the following: It is a Nebraska law that police will not be dispatched to a non-injury collision. They will also not issue a police report. All non-injury collisions are directed to the ********** of *************** in which a police report would not be filed and no one would go to the scene. There were no criminal acts involved in this collision and it is 100% impossible for me to obtain the police report. 

  

  Business response

  06/20/2024

  To whom it may concern,
  
   
  
  According to the ******************* of **************** website, if a crash is not investigated by a law enforcement officer, state statute requires every driver involved in a crash resulting in injury, death, or estimated damages equal to or exceeding $1,500 to the property of any one person (including the driver's property) to complete and submit a confidential ************* Vehicle Crash Report within 10 days following the crash. Drivers involved in crashes where an Investigators Crash Report is completed by a law enforcement officer do not need to complete a crash report.
  
   
  
  Please note that the customer has not informed us of the submission of this report, nor do we have any evidence that it was completed. We will need evidence of this report before we can proceed with any re-evaluation of the claim.
  
   
  
  Thank you for your attention to this matter.
  
   
  
  Sincerely,

  The Ascent Team

  Customer response

  06/21/2024

  Ascent denied my claim due to lack of police report. I was told its because there is information in the report they needed to ensure there was no criminal or felony activity. A DOT report would not give them this information.
  

  There was very minimal external damage to either vehicle. 
  

  Now they are requesting something different which would not show evidence of any criminal activity. 

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