This company is unbelievable. They have no intention of ever paying a claim; but if you stay on them, have your paperwork in order, and do ALL (and I do mean all) of the leg work that you would expect an insurance company to do for a customer, then you can get paid.
My car was totalled and I owed more on the loan than my vehicle insurance company valued the vehicle at. Thus GAP insurance.
My insutrance company sent a check to the credit union in 8 days after being notified, all I had to do was make one phone call. My dealership sent a check to the credit union (for the service contract cancellation) in 10 days. Al I had to do was make one phone call. It took American Heritage 39 days after daily calling, faxing, mailing, certified mailing, letter writing, threatening to call insurance commission, etc. And still looking at another 3 weeks to get the refund for the portion of policy not used.
American Heritage, however, required me to collect and send numerous documents (around thirty pages in all) from various sources. I had to get some from my own records like the original sales contract and original GAP agreement. You would think they would have a copy of the agreement between them and me right? And they do, but if you dont have it or cant get it, claim denied. I had to other doucments from the dealership and then other documents from my insurance compnay, and then other documents from my credit union.By the way, the credit union documents include payment history. If you were late on payments or missed payments; claim denied. During this process, American Heritage is not looking to help the customer or make it easy; they are looking for any and every reason to deny the claim.
Once they realized that I had all of my documents in order and had made every payment on time, they started playing games, like sending me letters saying they still had not recieved the required documents. When I called them and told them I faxed them they said they never received the fax. When I told them I had proof (fax confirmation page with date and time) they changed their story and said they got them but could not read them. Then after mailing everything again certified mail, they started playing the waiting game, knowing that I had to continue making payments so it may save them $400 for each month they stalled.
Because I had my paperwork in order, and would not just give up and let them off the hook; they did finally pay the creidt union. But I am still wiaiting on them to send another $289 to the dealership for the refund of the unused portion of policy, then the dealership will send that money to the credit union. Why could this not have been done at same time as other check? Just another game trying to nickel and dime the customer.
This is the worst, most unorganized, purposely indifferent and I think crooked companied I have ever dealt with. You would sear that they are working out of a garage or shed somewhere with one phone line and a neigbors fax. They do not return phone calls, they lose faxes, they do not ever know anything, it takes forever to get someone to answer the phone; then after it is all said and done, their goal is to find a way to not pay out. All of the unorganization and lack of knowledge is a sham. They know exactly what they are doing and are making a lot of money doing it.
GAP insurance is good stuff, just make sure that if you have this compnay, keep your documents in order from day one, make your payments, and be prepared for a long hard battle.
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