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GAP Insurance

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Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a 2010 Volvo XC 90 and was sold a GAP coverage policy through this company. Last November we hit a deer on the way to work. The car was a total loss. The insurance company paid out a little over what *** rated the value of the car at. It's been 8 weeks since we submitted the final document to this place and the keep telling us "it's in review" originally they told us 20 business days. Now we keep getting told it's 40 business days. We cannot replace the car until this is paid off we've been borrowing a family members car since November! This should have been closed a month ago.
Business response
06/27/2024
Please see the attached response.
Business response
07/08/2024
June 27, 2024
ATTN: ****** *****
BBB of Central Ohio
**** ****** ****
Columbus, OH *****
Re: Customer Name: Kathrine Weston
Complaint ID: ********
Claim Number: *********
Dear ****** *****:
Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the complaint made by
Kathrine Weston (the “Customer”) regarding a benefit request made under their Guaranteed Asset Protection
(“GAP”) Addendum (hereinafter “Addendum”), which was purchased from PDX Motors, LLC (the “Seller”). The
Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
Agreement with ****** ********* ****** ***** (the “Finance Company”) as a successor in interest. The
Addendum is neither insurance nor a warranty. We serve only as the Administrator and are not a party to either
agreement.
After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on November 21,
2023, was not reported to us until on or about February 23, 2024. Between February 25, 2024, and April 17,
2024, documents were submitted to us in a piecemeal fashion. Once all documents were received, we placed
the benefit request under review to be processed in the order complete documents were received. On June 13,
2024, we completed our review and authorized a waiver benefit of $2,051.28. This amount was calculated per
the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
Payoff Balance as of Date of
Loss $ 9,675.03
The principal balance on the Date of Loss,
calculated based on the maximum 150%
loan-to-value ratio covered by the terms of the
Addendum. This is the Outstanding Balance as
defined by the Addendum.
LESS Primary Insurance
Carrier Settlement -$ 7,623.75
The Primary Insurance Carrier Settlement,
which represents the Actual Cash Value as
defined by the addendum.
Total GAP Waiver $ 2,051.28
The benefit calculation according to the terms
of the Addendum.
As stated above, a waiver benefit of $2,051.28 was authorized. We advised the Finance Company to waive the
authorized amount, which our records indicate they acknowledged on or about June 25, 2024. Pursuant to the
Finance Agreement, any remaining account balance after the waiver is applied is the Customer's responsibility.
Thank you for the opportunity to explain APPI’s position on this matter. If there are any questions, the
Customer may contact me directly.
Sincerely,
******** ****
******** ****
Legal Compliance
Consumer Relations
Email: *************************
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had purchased GAP insurance on a vehicle last May (2023). Unfortunately, we had an accident and the car was totaled on October 11, 2023. It is now June 13, 2024 and APPI has not finished with my claim. They have asked for more paperwork multiple times, which has been provided. I call to check up and the rude customer service people tell me that it takes up to 2 weeks for them to look over paperwork and I explain to them that it has been months. They seem to be trying to find anything they can to put off paying out this claim. I called 2 weeks ago and verified that they had all the paperwork that they could possibly need and the csr confirmed that and said she put a note in there to expedite the claim. She told me to call back if I didn't hear anything within a couple of days. I waited one week and the new gal said it was still waiting to be reviewed and I told her it was supposed to be expedited and she said that could take 2 weeks (how is it being expedited if it is the same timeframe as a normal claim??). I waited one more week and called back today. The new gal told me she could not give me any update that yes it is being expedited but could take up to 2 weeks. I explained it was already 2 weeks. She said there was nothing else she could do and I asked to speak to a supervisor. She told me that they were all in a meeting but she could send me to his voicemail. Not shocking but when she put me through his voicemail was full. I called back and another representative hung up on me and then I called back a third time. The gal took my number to pass on to the supervisor. I feel that 8 months is a ridiculous amount of time to process this claim and there is no help when you contact them. My auto insurance contacted them multiple times and were extremely upset with the unprofessionalism shown by this company. Needless to say I will not be purchasing this service ever again.
Business response
06/27/2024
Please see the attached response.
Business response
07/08/2024
June 27, 2024
ATTN: ****** *****
BBB of Central Ohio
1169 Dublin Road
Columbus, OH 43215
Re: Customer Name: ****** *********
Complaint ID: ********
Claim Number: *********
Dear ****** *****:
Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
made by ****** ********* (the “Customer”) regarding a benefit request made under their Guaranteed Asset
Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Gretna Auto Outlet (the
“Seller”). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
the Finance Agreement with Veridian (the “Finance Company”) as a successor in interest. The Addendum is not
an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on October 9,
2023, was not reported to our office until on or about November 21, 2023. Between November 30, 2023, and
March 6, 2024, documents were submitted to us in a piecemeal fashion. Submitting the required documents
piecemeal can create a delay in the processing time versus submitting all the required documents in a complete
and single submission fashion. On March 6, 2024, we placed the benefit request under review to be processed in
the order complete documents were received. On March 20, 2024, we determined that the insurance
settlement check of $27,148.00, did not match the Vehicle Evaluation Report of $30,337.43.
Between March 20, 2024, and May 30, 2024, the Finance Company and the Customer contacted us several
times, and both were advised that we needed documentation from the Primary Insurance Carrier to explain the
discrepancy. On May 30, we received a documented reason from the Primary Insurance Carrier: a stated limit of
liability in the insurance policy resulted in an insurance settlement that was less than the determined value of
the vehicle. With the discrepancy resolved, we continued our review.
Unfortunately, upon review of the Police Report, we determined that the Total Loss was the result of an
Excluded reason. The police report indicates that the driver of the Vehicle was cited for operation of a handheld
wireless device, which is prohibited in the State. Please see SECTION 6 – EXCLUSIONS, Item 2 of the Addendum,
restated as follows:
This Addendum shall be void if there have been any material facts withheld, concealed, or
misrepresented or in the event of fraud. No deficiency will be waived under this Addendum with
respect to Total Loss:
2. Resulting from DWI/DUI or any intentional act, forgery or any criminal or illegal,
intentional, willful, reckless, negligent or wanton act committed by You or any authorized driver;
Because the Total Loss was the result of an excluded reason as indicated above, the total loss is not covered by
the Addendum. Therefore, the waiver benefit request will be denied. However, we recognize that the Customer
may not agree that the waiver should be denied for an excluded Total Loss. As a courtesy, we completed a
waiver benefit calculation and determined that if the exclusion stated above did not apply, a benefit of $0.00
would be available. This amount was calculated per the terms of the Addendum, and a complete breakdown of
our calculation is as follows:
Payoff Balance as of
Date of Loss $ 28,697.58
The principal balance on October 5, 2023, the last payment date, plus
$37.26 for 4 days of interest. This is the Outstanding Balance as defined
by the Addendum.
LESS Primary Insurance
Carrier Settlement -$ 30,337.43
The “Settlement Value” determined by the Primary Insurance Carrier,
which encompasses the actual cash value less the deductible. This is the
Actual Cash Value as defined by the Addendum.
Total GAP Waiver -$ (1,639.85)
The benefit calculation according to the terms of the Addendum. A
negative value represents an Actual Cash Value that is greater than the
Outstanding Balance, meaning that no waiver is due or owing to the
Customer.
To summarize, the Customer’s waiver benefit request will be denied due to an excluded Total Loss reason.
However, even if that denial reason did not apply, there would be no waiver due and owing to the Customer,
because the Actual Cash Value of the Vehicle is greater than the Outstanding Balance, as those terms are
defined by the Addendum.
As an aside, we note, as described above, that the Primary Insurance Carrier paid a settlement that is less than
the actual Vehicle value due to a stated Limit of Liability. If the Customer believes that the Primary Insurance
Carrier did not settle a fair vehicle value, we recommend that the Customer follow up with the insurer.
I thank you for the opportunity to explain APPI’s position in this matter. If there are any questions, the Customer
may contact me directly.
Sincerely,
******** ****
******** ****
Legal Compliance
Consumer Relations
Email: *************************
Initial Complaint
06/13/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Still havent had GAP coverage paid and it took so long to get them to say they would pay I paid out of pocket 2/3 of what was to be paid in the first place to the rental.
Business response
06/18/2024
June 18, 2024
ATTN: Trezon Dancy
BBB of ************
************************************************************************
Re: Customer Name: *************************
Complaint ID: ********
Claim Number: 2404-1872
Dear Trezon *****:
Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint
made by ************************* (the Customer) regarding a benefit request made under their Guaranteed Asset
Protection (GAP) Addendum (hereinafter Addendum), which was purchased from Fillback Ford,
Inc.-Highland (the Seller). The Addendum is an agreement between the Customer and the Seller wherein the
Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual
Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and
forms a part of the Finance Agreement with UW ************ (the **************** as a successor in
interest. The Addendum is neither insurance nor a warranty. We serve only as the Administrator and are not a
party to either agreement.
After a complete and thorough review of APPIs records, we find that the Total Loss occurring on Mach 8, 2024,
was reported to us on or about April 9, 2024. The Customer submitted documents to us between April 11, 2024,
and May 3, 2024, when we determined that all required documentation was received. At that time, we placed
the benefit request under review to be processed in the order received. As of June 14, 2024, we have completed
the benefit review and authorized a waiver benefit of $********. This amount was calculated per the terms of
the Addendum, and a complete breakdown of the waiver benefit is as follows:
Payoff Balance as of Date of
Loss $ 16,244.20
The principal balance on February 7, 2024, the last payment date,
plus $185.32 for 30 days of interest. This is the Outstanding
Balance as defined by the Addendum.
LESS *****************
Carrier Settlement -$ 13,945.35
The ***************** Carrier Settlement, which represents the
Actual Cash Value as defined by the addendum.
Total GAP Waiver $ ******** The benefit calculation according to the terms of the Addendum.
As stated above, a waiver benefit was authorized for $********. We will advise the *************** to waive
the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
responsibility, pursuant to the Finance Agreement.
Thank you for the opportunity to explain APPIs position on this matter. If there are any questions, the Customer
may contact me directly.
Sincerely,
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a total loss February 27, 2024. My insurance company paid out their portion within two weeks! I filed a claim (number ****-****) with this gap insurance company I have at the beginning of April. I was told they received all the needed documents April 27 2024 and that it should take 30 days to process and pay out. I’ve called back weekly and no one can give me an estimate on when this will be completed they just tell me to keep calling back. It’s now JUNE 12 2024 and the last call was today also. The guy I talked to before stated he placed a request to expedite my claim June 4th and I still haven’t heard anything. He said he sent it over AGAIN but also to his supervisor and advise me to call back in one week in hopes that it’s completed. I can not get another car until they pay the rest of the amount because I have two car note and I can not stop paying or it’s going to ruin my credit. This is horrible. I will never get GAP from the dealership again and will do my own reach although this was my first car. Bad company.
Business response
06/18/2024
June 17, 2024
ATTN: ****** *****
BBB of Central Ohio
**** ****** **** ********* ** *****
Re: Customer Name: ***** **** and ******* ********
Complaint ID: ********
Claim Number: ****-****
Dear ****** *****:
Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the complaint made by
***** **** (the “Customer”) regarding a benefit request made under their Guaranteed Asset Protection (“GAP”)
Addendum (hereinafter “Addendum”), which was purchased from Family Hyundai, Inc. (the “Seller”). The
Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
Agreement with Ally Financial (the “Finance Company”) as a successor in interest. The Addendum is not
insurance or a warranty. We serve only as the Administrator and are not a party to either agreement.
After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on February 27,
2024, was not reported to our office until on or about April 5, 2024. The customer submitted documents
between April 5, 2024, and April 22, 2024. Once we confirmed that all required documents had been received,
we placed the benefit request under review to be processed in the order complete documentation was
received. As of June 14, 2024, we have reviewed the benefit request and, unfortunately, have denied the waiver
benefit.
During our review, we determined that based on the Police Report, the vehicle was operated in a manner
consistent with an excluded Total Loss reason. Please see SECTION 4 – EXCLUSIONS, Item 2 of the Addendum,
restated as follows:
This Contract shall be void if there have been any material facts withheld, concealed, or
misrepresented or in the event of fraud. No deficiency will be waived under this Contract
respecting a Total Loss:
(2) Total Loss resulting from DWI/DUI or any intentional act, forger or any criminal or illegal,
intentional, willful, reckless, negligent or wanton act committed by You or any authorized driver;
Because the circumstances of the Total Loss are consistent with the Exclusion restated above, i.e., the Customer
was illegally operating the vehicle with a suspended driver’s license, the benefit request is denied, and no waiver
is due or owed to the Customer. Thank you for the opportunity to explain APPI’s position on this matter. If there
are any questions, the Customer may contact me directly.
Customer response
06/20/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because the information regarding the police report and tickets are invalid and incorrect as the person in the accident was injured and not on the scene when the police report was filed.

Regards,

***** B

Initial Complaint

06/05/2024

Complaint Type:: Service or Repair Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

My claim was submitted to the *** insurer 1/28/2024. I called in March 2024 after no response for an update only to be told that they needed me to submit a form. Even though this was never communicated to me, this was completed 3/26/2024. I called back in May of 2024 and the rep advised that I had to wait 5 weeks from 4/15/2024 for the claim to pay out. I called on Friday 5/31/2024 which is going into 7 weeks only to be told that they have to send an email to the processing team and that I have to call back on Wednesday. Today is Wednesday and there is still no update. I cannot afford to keep paying 2 car notes while APPI cannot provide information on the processing of our claim.

Business response

06/14/2024

Please see the attached response.

BBB Note: We have copied the text of the attached respone below for the convenience of the parties:

June 14, 2024

ATTN: Trezon *****

BBB of Central

*********************

********, OH 43215

Re:	Customer Name:	Stevie ******* and ****** Ford
	Complaint ID:	21804689
	Claim Number:	2401-5985

Dear Trezon *****:

Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the complaint made by ******************************* and ************************* (the Customer) regarding a benefit request made under their Guaranteed Asset Protection (GAP) Addendum (hereinafter Addendum), which was purchased from ********** *** of Dearborn (the Seller). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance Agreement with ******************* (the **************** as a successor in interest. The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.

After a complete and thorough review of APPIs records, we find that the Total Loss occurring on December 28, 2023, was not reported to our office until on or about January 28, 2024. Documents were submitted to our office between January 28, 2024, and March 26, 2024. Once all documents were received, we placed the benefit request under review to be processed in the order received. As of June 7, 2024, we have completed our review and authorized a waiver benefit of $5,913.44. This amount was calculated per the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:

Payoff Balance as of Date of Loss	$ 18,634.95	The principal balance on November 20, 2023, the last payment date, plus $78.18 for 22 days of interest.
LESS Tire & Wheel Cancel Refund	-$ 531.38	Funds recovered by the Customer from the cancellation of a Service Contract
Outstanding Balance	$ 18,103.57	The Outstanding Balance, as defined by the Addendum
LESS Primary Insurance Carrier Settlement	-$ 11,343.89	The Primary Insurance Carrier Settlement, which represents the Actual Cash Value as defined by the Addendum.
LESS Condition Adjustment	-$ 846.24	A Condition Adjustment made by the primary insurance carrier, which is not covered by the terms of the Addendum.
Total GAP Waiver	$ 5,913.44	The benefit calculation according to the terms of the Addendum.

As stated above, a waiver benefit of $5,913.44 was authorized. We will advise the *************** to waive the authorized amount. Under the finance agreement, the Customer is responsible for any remaining account balance after the waiver is applied.

Thank you for the opportunity to explain APPIs position on this matter. If there are any questions, the Customer may contact me directly.

Sincerely,

******** ****

************************* Legal Compliance Consumer Relations

Email: *******************************************************

Initial Complaint
06/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased an APPI GAP insurance when I bought my truck hoping I would never have to use it. I had a third party at-fault motor vehicle accident in February 2024, filed my GAP request, with the company opening my case on March 18th 2024. Claim number 2403-3284. I submitted everything but my extended warranty refund which took two months to finally receive but this was also submitted and received by APPI. After submitting every document requested, APPI has turned around and asked for more documentation on the Actual Cash Value documentation that was already received back in March 2024. We are close to the 90 day expiration date and I'm beyond frustrated with the service. Every time I speak to a customer service representative, I am not told specifically what "additional records/history" are needed, leaving me in a dark about why now nearing the end of the 90 days they need additional documents for the Actual Cash Value after receiving a 26 page breakdown from our primary car insurance on the car evaluation, actual cash value, and estimated damage cost.I submitted and provided every single piece of documentation provided to me by my car insurance company, as well as documentation from my lien-holder (front and back of settlement check, extended warranty refund, payments to my loan that have continued after the total loss) and every other document requested by APPI through mail, email, fax (from two different numbers). I feel this GAP insurance was misleading and will not pay out what is due even with this being a reasonable request with supportive documentation.
Business response
06/12/2024
June 12, 2024
ATTN: Trezon *****
BBB of ************
************************************************************************
Re: Customer Name: ***************************
Complaint ID: ********
Claim Number: 2403-3284
Dear Trezon *****:
Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the complaint made by
*************************** (the Customer) regarding a benefit request made under their Guaranteed Asset Protection
(GAP) Addendum (hereinafter Addendum), which was purchased from *********************, **** (the Seller). The
Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
Agreement with *********************** (the **************** as a successor in interest. The Addendum is
not an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
After a complete and thorough review of APPIs records, we find that the Total Loss occurring on February 8,
2024, was not reported to our office until on or about March 18, 2024. Between March 18, 2024, and today, the
Customer submitted several documents required for the waiver benefit request. As a courtesy, we reviewed the
documents submitted and determined that we are missing a documented explanation for why the primary
insurance carrier issued a supplemental settlement check. The Customer provided copies of two checks the
primary insurance carrier paid to the **************** a settlement payment of $39,846.53 and a
supplemental payment of $600.05. The initial settlement is consistent with an Evaluation Report prepared for
the primary insurance carrier and submitted to us. However, the $600.05 supplemental payment is
unsupported; we cannot determine how it may affect the waiver benefit and, therefore, cannot yet authorize a
waiver.
To remedy the above issue, we ask that the Customer please submit additional documentation from the primary
insurance carrier explaining the supplemental payment of $600.05. The customer may submit this document
through the online portal or by email to **************************************** Once received, we will consider the
documentation complete and will review it for a waiver benefit authorization.
Thank you for the opportunity to explain APPIs position on this matter. If there are any questions, the Customer
may contact me directly.
Customer response
06/13/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21790401

I am rejecting this response because:

This information to be corrected was NOT readily given to me upon calling customer service on multiple occasions, with several customer service representatives telling me two weeks for processing, call back then. This action by the company effectively pushed my claim toward the ********************************************************************************************* a week before that 90 day expiration. Immediately I contacted my primary car insurance, had the information corrected/updated, and sent this to the company. At this time, all necessary paperwork has been submitted and verified by a customer service representative who expressed that I had every piece of documentation needed. I have been told this previously and then was told otherwise. My hope is for a speedy resolution of this situation as soon as possible as the company has all necessary information to push forward my GAP waiver/payment for this total loss. Thank you.

Regards,

*****************************
Business response
06/27/2024
ATTN: Trezon *****
BBB of ************
************************************************************************
Re: Customer Name: ***************************
Complaint ID: ********
Claim Number: 2403-3284
Dear Trezon *****:
Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the response made by
*************************** (the Customer) regarding a benefit request made under their Guaranteed Asset Protection
(GAP) Addendum (hereinafter Addendum), which was purchased from *********************, **** (the Seller). The
Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
Agreement with *********************** (the **************** as a successor in interest. The Addendum is
not an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
The customer was able to submit a revised Total Settlement Loss Explanation and Evaluation Report on June 12,
2024, which corrected the discrepancy from our previous response. Once received, we expedited our benefit
review, and on June 24, 2024, we authorized a benefit of $*********. This amount was calculated per the terms
of the Addendum, and a complete breakdown of the waiver benefit is as follows:
Payoff Balance as of Date of
Loss $ 54,564.82
The principal balance on January 29, 2024, the last payment date,
plus $100.57 for 10 days of interest.
LESS Service Contract -$ 2,660.82
Funds recovered by the Customer from the cancellation of a
Service Contract.
Outstanding Balance $ ********* The Outstanding Balance, as defined by the Addendum.
LESS *****************
Carrier Settlement -$ 40,446.58
The ***************** Carrier Settlement, which represents the
Actual Cash Value as defined by the addendum.
Total GAP Waiver $ ********* The benefit calculation according to the terms of the Addendum.
As stated above, a waiver benefit of $********* was authorized. We will advise the *************** to waive
the authorized amount. Pursuant to the finance agreement, the Customer is responsible for any remaining
account balance after the waiver is applied.
Thank you for the opportunity to explain APPIs position on this matter. If there are any questions, the Customer
may contact me directly.
Initial Complaint
05/24/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a branded title vehicle in **** two years ago with a gap policy. The policy is with Veritas global protection (advanced protection products international). I totalled the car on a deer nov 25th 2023. Progressive totalled the car because of the title. I owed about 14k progressive payed about 8k so im counting on my gap policy to pay the remaining 5600 or similar. After pulling teeth and working for 6 months 1 week ago gap insurance told me they were not going to pay.I have a paid policy on paper good for the full 16k$ I have to make payments on the loan or the account is delinquent now.Im seeking advice. I need to know what gap is obligated to. Thank you Im not 100% sure i indicated the correct address
Business response
06/05/2024
June 5, 2024
ATTN: Trezon *****
BBB of ************
************************************************************************
Re: Customer Name: ***********************
Complaint ID: ********
Claim Number: 2312-1726
Dear Trezon *****:
Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint
made by *********************** (the Customer) regarding a benefit request made under their Guaranteed Asset
Protection (GAP) Addendum (hereinafter Addendum), which was purchased from Image Auto Sales (the
Seller). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
the Finance Agreement with **************************** (the **************** as a successor in interest.
The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
agreement.
After a complete and thorough review of APPIs records, we find that the Total Loss occurring on November 25,
2023, was reported to our office on or about December 8, 2023. Documents were submitted between January 5,
2024, and March 24, 2024, when we determined that all documents had been received. On that date, we placed
the benefit request under review to be processed in the order complete documents were received. On May 16,
2024, we reviewed the benefit request and initially authorized a waiver in the amount of $0.00. Please note that
this in no way indicates that a claim was denied or constitutes a refusal to pay. Rather, the Actual Cash Value
is greater than the Outstanding Balance, as those terms are defined by the Addendum. Please see SECTION 1
GAP AGREEMENT as well as SECTION 4 DEFINITIONS of the Addendum, the relevant portions of which are
restated as follows:
SECTION 1 - GAP AGREEMENT
The Buyer and the Seller named on Page 1 hereby agree to amend the provisions of the Finance
Agreement as follows: if the Vehicle is deemed a Total Loss, then the Seller agrees to waive the
difference between: (a) the Outstanding Balance of the Finance Agreement on the Date of Loss;
and (b) the Actual Cash Value on the Date of Loss. In addition, the Seller will waive up to one
thousand dollars ($1,000.00) towards to the *****************s deductible.
SECTION 4 - DEFINITIONS
As used in this Addendum, the following terms shall have the meanings set forth below:
Actual Cash Value means the value of the Vehicle on the Date of Loss as established by the
***************** carrier. In the absence of ****************** Actual Cash Value shall mean
retail value as determined using the current edition of the N.A.D.A. ****** In the absence of
****************** the terms of this Addendum will remain the same. Adjustments will be made
for prior unrepaired damage, mileage, usage, condition, applicable taxes or fees, and
documented Vehicle options and accessories purchased at the time the Finance Agreement was
executed. If it is determined that ********************** carrier did not pay a fair Actual Cash
Value and we provide You with evidence obtained in our research, You may be required to
contact ********************** carrier and request a higher payment.
Outstanding Balance means the amount in U.S. currency required to satisfy the Finance
Agreement payoff as of the Date of Loss. The Outstanding Balance shall be determined based
only on the amount You originally borrowed to purchase the Vehicle. Amounts added
subsequent to the purchase of the Vehicle including but not limited to collateral protection
insurance, unearned finance charges, rental expenses, taxes, Delinquent Payments, past due
amounts, late charges, extensions of maturity, salvage, repo expense, towing and storage are
not included. The Outstanding Balance shall be reduced by any proceeds that can be recovered
from the cancelling of any items, such as a service contract, credit insurance, or other similar
items, that were included in the Finance Agreement. In the absence of ****************** the
Outstanding Balance shall be reduced by any costs incurred in obtaining appraisal or value of the
Vehicle. The Outstanding Balance, at the Date of Loss, shall be determined by the lower of (1)
the Finance Agreement original payment schedule or (2) the Equal Monthly Installment Method.
If additional collateral is secured under the Finance Agreement, the described Vehicle shall bear
a proportionate share of the total Outstanding Balance (in proportion to the amortized amount
You originally borrowed directly related to Your purchase of the Vehicle).
As stated, APPI initially authorized a waiver benefit of $0.00, calculated in accordance with the terms of the
Addendum. However, we were unaware that the Customers vehicle had a branded title until the Customers
complaint. In an effort to come to an amicable resolution, we reviewed our benefit calculation and determined
that a Title History Adjustment made by the primary insurance carrier should not be deducted. The primary
insurance carrier made an adjustment of $5,558.57 for Title History. Typically, adjustments made by the
primary insurance carrier are not covered by the Addendum and are deducted from the waiver benefit. But in
this case, because the vehicle had a branded title at the time of sale, adjustments made related to the title
should not apply.
When we recalculate the waiver benefit, we determine a total benefit of $4,683.81. This amount was calculated
per the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
Payoff Balance as of Date of Loss $ 14,521.82
The principal balance on November 9, 2023, the last payment
date, plus $50.86 for 16 days of interest.
LESS Salvage Deduction -$ 1,294.30
A deduction made by the ***************** Carrier for the
salvage value of the Vehicle. These are funds recoverable by
the Customer and not included in the Outstanding Balance.
Outstanding Balance $ ********* The Outstanding Balance, as defined by the Addendum
LESS ***************** Carrier
Settlement -$ 8,594.57
The ***************** Carrier Settlement, which represents
the Actual Cash Value as defined by the addendum.
Total GAP Waiver $ 4,683.81
The benefit calculation according to the terms of the
Addendum.
As stated above, a waiver benefit of $4,683.81 was authorized. We will advise the *************** to waive
the authorized amount. We ask that the Customer allow time for processing and application of the waiver
benefit to their loan balance. Any amount outstanding after the waiver benefit is applied is the Customers
responsibility, per the terms of the addendum.
Thank you for the opportunity to explain APPIs position on this matter and we are pleased to provide a solution
for the Customer. If there are any questions, the Customer may email me directly.
Initial Complaint
05/23/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Worst company Ive ever had the displeasure of using. Please dont let your car dealership talk you into this one. Months of worthless calls made. Workers who dont know what theyre doing. My emails disregarded. Paperwork not being submitted unless you call and insist it be done. And then my claim was denied. And they completely overcharged for a worthless service. BEWARE
Business response
05/29/2024
May 29, 2024
ATTN: Trezon Dancy
BBB of ************
************************************************************************
Re: Customer Name: ***************************
Complaint ID: ********
Claim Number: 2402-6014
Dear Trezon *****:
Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint
made by *************************** (the Customer) regarding a benefit request made under their Guaranteed Asset
Protection (GAP) Addendum (hereinafter Addendum), which was purchased from Airport Chevrolet, Inc.
(the Seller). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
the Finance Agreement with ****************** (the **************** as a successor in interest. The
Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
agreement.
After a complete and thorough review of APPIs records, we find that the Total Loss occurring on January 22,
2024, was reported to our office on February 28, 2024. Between February 28, 2024, and March 26, 2024,
documents were received and processed in the order received. On April 2, 2024, we determined that there was
a discrepancy between the Vehicle Valuation Report and the Settlement Check, and additional documentation
was requested to determine why. Once received, we reviewed the provided documentation and found that the
police report described circumstances that met an exclusion under the terms of the Addendum. Please see
SECTION 4 EXCLUSIONS, Item 2 of the waiver benefit, restated as follows:
This GAP Addendum does not apply to:
2. Total Loss resulting from DWI/DUI or any intentional act, forgery or any criminal or
illegal, intentional, willful, reckless, negligent or wanton act committed by You or any authorized
driver;
Because the above exclusion is met, the Addendum does not cover the Total Loss in this case. Therefore, the
waiver benefit request was denied.
I thank you for the opportunity to explain APPIs position in this matter. If there are any questions, the
Customer may contact me directly.
Sincerely,
*************************
Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Claim Number ****-**** My Vehicle was Totaled 1/30. I uploaded all of the requested documents from the GAP insurer, they took months to review the documents, and then claimed that my 90 day window had passed and will not be issuing my payment. I uploaded all necessary documents they asked of me, I paid close to 1000 dollars for the gap insurance and the payout would not even be much more than that.
Business response
05/24/2024
May 24, 2024
ATTN: ****** *****
BBB of Central Ohio
1169 Dublin Road
Columbus, Ohio 43215
Re: Customer Name: **** ******
Complaint ID: ********
Claim Number: ****-****
Dear ****** *****:
Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
made by **** ****** (the “Customer”) regarding a benefit request made under their Guaranteed Asset
Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Chapman Dodge Chrysler
Jeep Ram Yuma (the “Seller”). The Addendum is an agreement between the Customer and the Seller wherein
the Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the
Actual Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to
and forms a part of the Finance Agreement with Aea Federal Credit Union (the “Finance Company”) as a
successor in interest. The Addendum is not an insurance or warranty. We serve only as the Administrator and
are not a party to either agreement.
After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on January 29,
2024, was reported to us on or about February 13, 2024. All requirements were received by and the benefit
request was submitted for review on or about April 23, 2024. All benefit requests are processed in the order that
complete documentation is received. Please note that this benefit request was not denied due to a 90-day
submission window; it is possible that the Customer received an automated letter regarding the 90-day
deadline, but that letter does not contain a notice of benefit denial.
As of May 21, 2024, we have completed our review and authorized a waiver benefit in the amount of $2,316.85.
This amount was calculated per the terms of the Addendum, and a complete breakdown of the waiver benefit is
as follows:
Payoff Balance as of Date of Loss $ 33,708.84
The principal balance on January 23, 2024, the last payment
date, plus $30.45 for 6 days of interest.
LESS Theft Contract -$ 319.00
Funds recovered by the Customer from the cancellation of a
Theft Contract.
Outstanding Balance $ 33,389.84 The Outstanding Balance, as defined by the Addendum.
LESS Primary Insurance Carrier
Settlement -$ 31,072.99
The Primary Insurance Carrier Settlement, which represents
the Actual Cash Value as defined by the addendum.
Total GAP Waiver $ 2,316.85
The benefit calculation according to the terms of the
Addendum.
As stated above, a waiver benefit was authorized for $2,316.85. We will advise the Finance Company to waive
the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
responsibility, pursuant to the Finance Agreement.
I thank you for the opportunity to explain APPI’s position in this matter. If there are any questions, the Customer
may contact me directly.
Initial Complaint
05/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased GAP insurance and I filled my case with APPI online on 2/9/2024 and sent all necessary paperwork, and have been following up with them regularly and do not get any feedback on the progress of the case, the only response I get from their team is "it is being processed" with no actual feedback on actual progress of the case or when I can expect to have resolution for the case. In the meantime my credit is being ruined because they are not closing out the case, as of today it has been 84 days since I submitted documentation and I feel they are holding off processing the claim so they don't have to pay.
Business response
05/09/2024
May 09, 2024
ATTN: ****** *****
BBB of Central Ohio
1169 Dublin Road
Columbus, OH 43215
Re: Customer Name: ********* *********
Complaint ID: ********
Claim Number: ****-****
Dear ****** *****:
Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
made by ********* ********* (the “Customer”) regarding a benefit request made under their Guaranteed Asset
Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from **** ***** (the “Seller”).
The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
Agreement with Huntington National Bank (the “Finance Company”) as a successor in interest. The Addendum is
not an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on December 30,
2023, was not reported to us until on or around February 21, 2024. On March 19, 2024, we confirmed that all
required documents had been received, and placed the benefit request in review to be processed in the order
received. As of May 6, 2024, we have reviewed the request and authorized a waiver benefit of $3,278.31. This
amount was calculated per the terms of the Addendum, and a complete breakdown of the waiver benefit is as
follows:
Payoff Balance as of Date of Loss $ 27,969.39
The principal balance on December 4, 2023, the last payment
date, plus $164.20 for 26 days of interest.
LESS Service Contract -$ 1,052.08
Funds recovered by the Customer from the cancellation of a
Service Contract.
Outstanding Balance $ 26,917.31 The Outstanding Balance, as defined by the Addendum.
LESS Primary Insurance Carrier
Settlement -$ 23,639.00
The Primary Insurance Carrier Settlement, which represents
the Actual Cash Value as defined by the addendum.
Total GAP Waiver $ 3,278.31
The benefit calculation according to the terms of the
Addendum.
As stated above, a waiver benefit was authorized for $3,278.31. We will advise the Finance Company to waive
the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
responsibility, pursuant to the Finance Agreement.
I thank you for the opportunity to explain APPI’s position in this matter. If there are any questions, the Customer
may contact me directly.
Sincerely,
******** ****
Customer response
05/10/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because: the payoff amount that the APPI is stating is covered by the GAP insurance does not cover the complete amount owed to the Huntington Bank, they are using an old amount. As of 5/10/2024 the payoff balance of $4,148.75, that amount due for the cost of the vehicle. After the payment that APPI is stating they are going to cover there is still a remaining balance of $870.44 outstanding that needs to be covered. I don't believe that APPI reached out to Huntington Bank to get an outstanding balance due.

Regards,

********* *********
Business response
05/17/2024
The submitted loan payment history is dated 2/2/2024 and reflects transactions through 1/3/2024; however it does not show the vehicle service contract (VSC) refund of $1052.08 having been applied to the account balance as a credit/payment. It may be that the VSC refund has not been applied to the account’s outstanding balance and that is the reason for any remaining balance after the application of the GAP benefit. If the VSC refund has not been paid and applied to the remaining balance, we suggest Ms. ********* contact the VSC provider for the refund status - Thank you
Customer response
05/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

********* *********

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