ComplaintsforNational Adjustment Bureau, LLC

• Initial Complaint

  09/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a GAP policy ******* Security+ Plus GAP ADDENDUM# DA14395762) when I purchased my 2019 ****** Frontier S from Seven Auto Inv. d/b/a ******************. The cost of the policy was $1000 and was included in my total Retail Sales Contract financed through Arizona ********************* On November 5, 2022, this vehicle was totaled due to an automobile accident. My insurance company valued the vehicle at $20535.10 and paid that amount to Arizona FCU, leaving a balance due of $2240.91. I filed a claim with National Adjustment Bureau, ***** *************************************************************** - Claim# ***-11682484 - which is who handles the claims for ****** Security+ Plus GAP. National Adjustment Bureau, **** then turned the claim over to *****************, LLC - ********************************************************************************I was asked to submit several documents which I did in a timely manner within the 90 day time limit. They kept stalling and saying they did not receive all of the required paperwork. I have an attorney for the auto accident who called them and then they stopped all communications with me and my ********** They ultimately denied the claim and refused to pay the prorated amount of the contract after I cancelled it. They are now saying the claim was denied due to: "Please refer to the back of your GAP contract under EXCLUSIONS: N. any loss resulting directly or indirectly from any dishonest, fraudulent, criminal, or illegal act or arising from an intentional act committed by You. It is acceptable for us to rely on the Primary Carriers determination that any total loss arose from any criminal or similar circumstances." I HAVE NOT BEEN FOUND GUILTY OF ANY CRIMINAL OR SIMILAR CIRCUMSTANCES AND THE PRIMARY CARRIER PAID THEIR PART OF THE CLAIM IN THE AMOUNT OF $20,535.10!There was no dishonest, fraudulent, criminal, or illegal act or arising from an intentional act committed by me. They have many complaints against them!

  

  Business response

  10/09/2023

  We have received your comments and had the opportunity to review your contract. We certainly regret that you are not in favor of the outcome, however the claim was denied correctly according to events listed on the police report. Please refer to contract ****************** is no coverage for any loss resulting directly or indirectly from any dishonest, fraudulent, criminal, or illegal act or arising from an intentional act committed by you. For your convenience we have included a copy of your Gap Waiver. We trust that you will find this explanation satisfactory.  

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tire repair/replacement policy with this company when I purchased my vehicle. On 5/24/22, a tire went flat during my commute to work and was not repairable as it had sustained a hole. The tire required replacement at Discount Tire. When I called this company to report the damaged tire, I was initially informed that they would not provide reimbursement (******) for partial cost of the replacement because I did not receive prior authorization. When I informed the customer service rep that nothing in the policy information provided to me indicated prior authorization was necessary, I was told to have a service rep from Discount Tire call the company to report the tire replacement. An employee Discount Tire employee made this call. I was then informed by the Nation Safe representative that the company would reimburse the $******, and that the cheque would be coming in a couple of weeks. I have not received this cheque. I have wasted and inordinate amount of time on the phone with this company, and I am suspecting it is a scam, as I felt during the phone conversations that the primary goal of the company is to deny claims whenever possible. Again, my copy of the policy DOES NOT STATE THAT PRIOR AUTHORIZATION IS REQUIRED. If this is a requirement, it should be clearly stated in the policy provided to the customer at the time the policy is purchased.Claim # provided by the company is *************

  

  Business response

  08/12/2022

  Thank you for your inquiry. You are correct in stating that there is no pre-authorization requirement in your agreement; unfortunately, our agent provided you with incorrect information at the time of your call. Please be assured that we will use this case as a coaching opportunity for the individual involved. Your payment has been processed and a supervisor left you a voicemail message to discuss the claim further and answer any questions you may have. Your check will be sent out on Monday August 15. We have high standards for prompt claims resolution, but in this case we clearly missed the ****. Please accept our apologies.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased Tire and Wheel coverage at the dealership when we purchased a new 2020 Mini Cooper. We bought the coverage because the tires were fairly expensive, and replacement would be a cost that we wanted to insure against if a tire or wheel was damaged and not able to be repaired. The tire pressure light came on a week ago, and it indicated that we could continue driving on the tires, since they are run-flats, but that we should get them repaired. I have purchased tires and had tires repaired at the same Discount Tire Store for over ten years, and have been happy with them. In fact, this car had a tire repaired because of a screw just months ago. When they pulled the tire for repair, it had been damaged by a sharp object, and it could not be fixed. I checked with the dealership that we did have insurance for the replacement and they gave me the phone number for this company. They would not even open my claim because I did not obtain authorization prior to replacement.

  

  Business response

  10/18/2021

  Business Response /* (1000, 8, 2021/10/07) */ Thank you for your inquiry. We have checked our records and can find no contract under the name **** ****** at the address indicated. Please provide us with a copy of the applicable agreement so that we can investigate further. Consumer Response /* (3000, 10, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I told the agent that the contract was under my wife's name. They were able to find it then. I have attached the contract in her name. Business Response /* (4000, 12, 2021/10/13) */ Thank you for the additional information. Under the terms and conditions of your contract, you are required to obtain our authorization prior to the replacement of any damaged tire being claimed. In this case, our first notice of the claim was on 9/20/21. At that time, you indicated that the tire had already been replaced. For this reason, your claim was properly denied under the terms of coverage. Kindly note that we did in fact open a claim at that time. The claim number is XXX-XXXXXXXX. We appreciate this opportunity to explain our position. Should you require our services in the future, we will be happy to assist provided that you comply with the preauthorization requirement. Consumer Response /* (4200, 14, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept it, but I really have no choice. I had a tire that could not be repaired, I knew it was covered, but I did not have anything but a phone number. I did not have the contract, so I did not know of this pre authorization requirement. "Properly?" As I said in my original filing, this may be legal and proper, but it's a lousy way to do business, and it is deceptive. It starts from the premise that the customer, me, is out to scam this coverage. I didn't want to replace the tire- it's generally not a good idea to replace only one at a time, but when the store told me it could not be repaired, I told them to do it because I needed the car back and didn't have time in the moment to try and get authorization. Bottom line, I don't accept this, but you have all the cards. So, I'm out 300 bucks, and you keep my premium for nothing. Hooray for your company.

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