AutoGuard Warranty
Mount Sinai,#2UPDATE Employee
Fri, March 08, 2013
We were made aware of the members complaint on 6/26/2012, took
action and spoke directly with the member to resolve the issue immediately.
Prior to 6/26/2012 an inspector was sent out to review the claim placed by the member and reported back that that the cause of failure was the left rear spindle from the parking brake retainer. Because this part is not covered in our contract, this caused the claim to be denied (brake hardware is excluded per section A and B in the Exclusions section of our Terms and
Conditions). When assessing the information provided by the member, we approached our underwriters and asked that the claim be re-reviewed.
After further investigation, we came to the conclusion that this was denied error as the anchor that holds the brake shoes in place, broke off the spindle assembly. In rare cases, this part is molded into the spindle and is not a separate piece of the brake hardware which is otherwise not covered under contract. Once this was determined, we immediately approved the claim and requested a check to be issued to the member for the cost of the repair and reimbursed her expenses in the amount of $538.56. The member was satisfied in result.
On 8/7/2012, the member contacted us and explained that they had not received the reimbursement check that was sent. We explained to the member that we will look in to the cause of the delay. We discovered that the member's address that we had on file was incorrect. We contacted the member and corrected the issue with the address. The member received the
reimbursement check on 8/13/2012 and this issue had been resolved in its entirety.