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Resposta da Dealerloyaltyprotection

Há 4 dias

Ms. Laurajo,

Thank you for taking the time out of your day to share your feedback! We're delighted to hear that Jeremy made the process smooth and stress-free for you. Your kind words have been passed along to him, and we're grateful for your trust.

Thank you again, and here's to Covering YOU to the next level!

Resposta da Dealerloyaltyprotection

Há 4 dias

Mr. Petey,

Thank you for taking the time out of your day to share! We're glad that Rich was able to step in, carefully research your claim, and provide the fair, clear, and professional service you deserve.

Excellent communication and honesty are exactly the standards we hold ourselves to, and we'll be sure to share your kind words with Rich.

Thank you again for letting us Cover YOU to the next level!

Resposta da Dealerloyaltyprotection

Há 6 dias

Mr. Walker,

Thank you for taking the time to share your experience and leave us a review! We’re glad we were able to work with you, review the additional documentation from Tesla, and ultimately get your repair authorized.

We truly appreciate your persistence and patience throughout the process, and we’re especially grateful for your kind words about Taro. We’ll be sure to share your feedback with him.

We understand that the initial claim experience was frustrating, and we appreciate you giving us the opportunity to review the decision and work toward a resolution. Our goal is always to make the process as smooth and straightforward as possible.

Thank you again for your feedback and for trusting us in Covering YOU to the Next Level.

Regards,
Dealer Loyalty Protection, Inc.

Resposta da Dealerloyaltyprotection

Há 6 dias

Ms. Harris,

Thank you for taking the time to leave us a 5-star review!

We truly appreciate your kind words about Melissa. We’re glad she provided you with the knowledgeable, caring service you deserve. We’ll be sure to share your kind words with her!

Thank you for choosing us, Covering YOU to the Next Level!

Regards,
Dealer Loyalty Protection, Inc.

Resposta da Dealerloyaltyprotection

Há 6 dias

Ms. Imani,

Thank you so much for the 5-star review! We truly appreciate you taking the time to leave us a review and are so glad you had a great experience with DLP.

Thank you for choosing us, Covering YOU to the Next Level!

Regards,
Dealer Loyalty Protection, Inc.

Resposta da Dealerloyaltyprotection

Há 4 dias

Mr. Schneible,

Thank you for sharing your concerns. We reviewed the claim and the allegations outlined in your complaint. After reviewing the claim, it remains as originally adjudicated. Your repair facility request was authorized.

Regarding your concerns about parts pricing, our review determined that the parts submitted on this claim were being priced above reasonable market pricing on the repair estimate submitted by your repair facility. The requested suspension components were compared against the Moog parts website, where the exact same components were available at a lower price.
The authorization was therefore based on reasonable and verifiable parts pricing.

Regarding your statement that ALLDATA labor times were not followed, we do use ALLDATA, which is a nationally recognized, VIN-specific labor guide. The labor times applied to this claim were based on the customer’s specific vehicle and the applicable ALLDATA labor information. The claim was authorized and coverage was provided. The difference between the amount requested and the amount authorized resulted from the parts pricing and applicable labor times submitted by your repair facility, rather than a refusal to cover the repair.

Regards,
Dealer Loyalty Protection, Inc.

Resposta da Dealerloyaltyprotection

Publicada a 23/07/2026

Ms. Cabrera,

Thank you for being a valued customer and for taking time out of your day to share your experience with us! Having your A/C go out in the middle of summer is never ideal, so we’re very happy to hear that the approval and repair process was quick and seamless and that you were back on the road in just a day and a half.

We truly appreciate your trust in us and the opportunity to be there when you needed your coverage most. Experiences like yours are exactly what we strive to provide for every customer. Thank you again for choosing us and allowing our team to keep Covering YOU to the Next Level.

Sincerely.
Dealer Loyalty Protection, Inc.

Resposta da Dealerloyaltyprotection

23/07/2026

Ms. Claridge,

Thank you for being a valued customer and for taking time out of your day to share your experience with us! We’re so glad to hear that Kathleen went above and beyond to make sure you had everything you needed and felt taken care of before ending the call. We’ll be sure to let Kathleen know that her kindness, hard work, and dedication made such a positive impression.

Team members like Kathleen are a big part of the level of service we strive to provide every customer. We truly appreciate your recognition of her efforts and your trust in us. Thank you for allowing us the opportunity to serve you and for Covering YOU to the Next Level.

Sincerely.
Dealer Loyalty Protection, Inc.

Resposta da Dealerloyaltyprotection

23/07/2026

Mr. Sanchez,

Thank you so much for taking time out of your day to share your experience with us! We truly appreciate the review and your recommendation.

We’re glad to hear Fabio has been there to assist your shop from day one and helped make the entire process—from getting the customer’s vehicle repaired to receiving payment—smooth and efficient. We’ll be sure to pass your kind words along to Fabio!

We value the relationship we have with our repair shop partners and look forward to working with you again in the future. Thank you for trusting our team and helping us continue Covering YOU to the Next Level.

Sincerely.
Dealer Loyalty Protection, Inc.

Resposta da Dealerloyaltyprotection

23/07/2026

Dear Ms. Storey,

Thank you for taking the time to share your feedback. We are sorry to hear that your experience left you feeling frustrated.

At Dealer Loyalty Protection, we strive to treat every customer with courtesy and respect, and we are committed to reviewing every claim fairly and consistently in accordance with the terms of
the service contract.

We would also like to clarify the reason your claim was denied. Your claim was not denied due to a "technicality in the fine print." Rather, it was denied because the required pre-authorization process outlined in your service contract was not followed.

As stated prominently on the first page of your service contract in bold print: "THE ADMINISTRATOR MUST BE CONTACTED PRIOR TO PERFORMING ANY REPAIR UNDER THIS SERVICE CONTRACT. THE ADMINISTRATOR WILL NOT BE HELD RESPONSIBLE FOR ANY REPAIRS THAT ARE NOT PRE-AUTHORIZED."

This requirement is a fundamental condition of coverage and is intended to allow us to verify the repair, confirm eligibility, and authorize covered work before repairs begin. Unfortunately, because repairs were completed without obtaining the required prior authorization, we were unable to approve the claim under the
terms of the agreement.

We encourage all of our customers to review their service contracts carefully and to contact us with any questions regarding their coverage or contract requirements. Our team is always happy to explain benefits, limitations, and claim procedures to help ensure customers understand their coverage and can take full advantage of the protection they purchased.

We understand that this outcome is disappointing, but our decision was based on the contractual terms that govern all claims and was not an arbitrary determination. We remain committed to administering every claim fairly, consistently, and in accordance with the provisions of the service contract.

Sincerely.
Dealer Loyalty Protection, Inc.

Resposta da Dealerloyaltyprotection

21/07/2026

Thank you for sharing your feedback. We are truly sorry to hear about your experience and understand how frustrating it can be when you're dealing with a total loss claim.

We take concerns regarding communication and claim handling very seriously. Our Total Loss/GAP Claims Department is available by phone Monday through Friday from 9:00 AM to 5:00 PM EST, and we are answering calls throughout the business day. You can reach us at (888) 361-9611 and select the GAP/Total Loss prompt to be connected directly with a claims representative.

We would genuinely appreciate the opportunity to review your concerns. If you could reply with your claim number or any additional identifying information, we will gladly investigate your claim, review the timeline, and address any questions or confusion regarding the status of your file.

We value your feedback and hope you'll give us the opportunity to look into this matter and work toward a resolution.

Resposta da Dealerloyaltyprotection

21/07/2026

Thank you for taking the time to share your feedback. We understand your frustration and appreciate the opportunity to address your concerns.

Following your appeal, your claim was escalated to the Obligor for further review. During that review, it was determined that your Vehicle Service Contract had expired prior to the reported repair.

As outlined on the Schedule Page of your Vehicle Service Contract, the coverage term was 24 months or 24,000 miles, whichever occurred first. A review of the contract and claim information confirmed that, at the time the claim was submitted, the vehicle had exceeded the contract’s mileage limitation. Specifically, your contract was purchased with 139,186 miles, and at the time of the claim, the reported mileage was 163,605 miles, exceeding the contract’s 24,000-mile coverage term by being 419 miles over the limit. Accordingly, the contract coverage had been exhausted prior to the reported failure.

Because the Vehicle Service Contract had expired before the reported loss occurred, the claim is not eligible for coverage. This determination is based on the expiration of the contract term, independent of any other issues that may have been discussed during the initial claim review. As the coverage provided under the contract had been exhausted, the claim denial remains valid and no further review or benefits are available.

This response is provided for informational purposes only and is based upon the information available at the time of this communication. Nothing herein shall be construed as an admission of liability, fault, wrongdoing, breach of contract, or improper claims handling. Dealer Loyalty Protection, Inc. expressly reserves all rights, remedies, and defenses available under the applicable contract and law. All rights are expressly reserved.

We understand this is not the outcome you were hoping for and regret any disappointment or inconvenience this situation has caused. Dealer Loyalty Protection remains committed to administering all claims fairly and consistently in accordance with the terms and conditions of each Vehicle Service Contract.

Resposta da Dealerloyaltyprotection

21/07/2026

Thank you for taking the time to share your feedback. We sincerely regret to hear that you were left with this impression, as providing responsive service and honoring eligible claims in accordance with the terms of our contracts is very important to us.
We reviewed our records using the name provided with your review, and the most recent claim we were able to locate under that name was from 2024, approximately two years ago. We were unable to identify a more recent claim matching the circumstances you described.
If this review pertains to a different claim, we would greatly appreciate the opportunity to investigate further. Please reply with your claim number or any additional identifying information, and our team will gladly review the file to help clear up any confusion and address your concerns.
We value your feedback and appreciate the opportunity to ensure we have the correct information.
Thank you.

Resposta da Dealerloyaltyprotection

8/07/2026

Dear Customer,
Thank you for taking the time to share your experience. We are truly sorry to hear that you were disappointed with the outcome of your claim, and we understand how frustrating it can be when a repair is not covered as you had hoped.
Because your review does not include any identifying information or a claim number, we are unable to review the specifics of your situation. If you are willing to provide your claim number, we would be more than happy to review your claim with you, answer any questions, and help clarify how your coverage determination was made.
We believe every customer deserves to have a clear understanding of the protection they are purchasing so they can make an informed decision and select the coverage that best fits their individual needs. That is why we encourage all consumers to carefully review their contract, ask questions, and fully understand their coverage before a repair is ever needed. We also recognize that service contracts can sometimes be difficult to interpret, and we are always happy to help explain the coverage and how it applies to a specific claim.
It is also important to clarify our role in the process. Dealer Loyalty Protection (DLP) does not sell Vehicle Service Contracts, determine which coverage a customer purchases, or receive payment for those contracts. We are an independent third-party claims administrator responsible for reviewing and administering claims in accordance with the terms and conditions of the specific service contract selected at the time of purchase.
Our objective is never to deny claims. Our responsibility is to evaluate each claim fairly, consistently, and according to the provisions of the applicable contract. When a repair is eligible for coverage under the agreement, we work diligently to assist our customers throughout the claims process.
We genuinely appreciate your feedback and would welcome the opportunity to review your concerns in greater detail. Please contact us with your claim number, and we will gladly investigate your claim and provide a thorough explanation of the coverage determination. Our goal is to ensure you have a clear understanding of your contract and the decision that was made.

Resposta da Dealerloyaltyprotection

5/06/2026

Thank you for taking the time to share your feedback. We sincerely regret that your experience did not meet your expectations, and we appreciate the opportunity to clarify the claim decision.

At our company, we value all of our customers and strive to administer claims fairly and consistently according to the terms and conditions of the service contract selected by each customer.

In this case, while the valve cover itself is listed as a covered component under your contract, the repair facility's diagnosis determined that the failure originated from the oil separator, which is an emissions-related component. Under the terms of your service contract, emissions components are not covered.

Because the oil separator is integrated into the valve cover assembly, the valve cover required replacement as a result of the failure of the non-covered emissions component. While we understand this distinction can be frustrating, coverage is determined by the cause of the failure, not solely by the component being replaced. Since the repair was necessitated by the failure of a non-covered emissions component, the repair did not qualify for coverage under the terms of the contract.

We understand your disappointment and appreciate your feedback. If you have any additional questions regarding your claim or would like to discuss the coverage determination further, our customer service team would be happy to review the details with you.

Resposta da Dealerloyaltyprotection

5/06/2026

Thank you so much for taking the time to leave such a positive review. We understand that sharing your experience requires time and effort, and we truly appreciate your willingness to do so.

We are delighted to hear that your claim for your Jaguar XJ was handled promptly and that the repair was authorized quickly, allowing you to get back on the road with minimal out-of-pocket expense. Providing efficient claim service and helping our customers when unexpected repairs arise is exactly what we strive to do.

Your feedback highlights the importance of clear communication between all parties involved, and we're glad we were able to assist in reaching a timely resolution. Thank you for choosing us to help protect your vehicle. We value your business, appreciate your trust, and look forward to continuing to serve you in the future.

Safe travels and thank you for being a valued customer.

Resposta da Dealerloyaltyprotection

5/06/2026

Thank you for taking the time to share your feedback. We are sorry to hear that you are dissatisfied with your experience and understand how frustrating it can be when a claim does not result in the coverage outcome you were expecting.

We take these concerns seriously and would like the opportunity to review your claim in detail. Our company is committed to administering claims according to the terms and conditions of each service contract, and we certainly do not want any customer to feel that their concerns have not been properly addressed.

Because we are unable to identify your account from your review, we kindly ask that you provide your claim number, contract number, VIN, or any other information that would help us locate your claim. Once we receive this information, we will gladly investigate the matter, review the coverage determination, and ensure that the claim was handled appropriately under the terms of your contract.

We appreciate you as a customer and welcome the opportunity to look into this further. We look forward to hearing from you and working toward a resolution.