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Autrella からの回答

2026年9月23日

Hi Rob,

We’re sorry to hear about your frustration and understand how disappointing it can be to have an unexpected out-of-pocket repair expense.

We reviewed your claim and the information provided by the repair facility. The primary repair submitted under claim CL10942625 was approved and paid at $944.81. Unfortunately, a secondary concern later reported by the shop involved a non-covered failure under the terms of your service contract.

For additional context, the coverage terms applicable to cylinder wear are consistent with those found in nearly all ESP policies, including the factory-endorsed coverages.

We also reviewed your complete claim history, and we are glad we have been able to approve the two claims submitted under your contract so far, totaling $2,297.73 in benefits paid on your behalf.

While we understand this wasn’t the outcome you hoped for, we appreciate the opportunity to clarify what was covered and remain happy to discuss the claim with you directly.

Autrella からの回答

2026年9月23日

Hi Jarrell,

Thank you for the feedback. We understand how important timely claim decisions and payments are to keeping your service department and customers moving.

After receiving your review, we looked back through Lucky Peach’s claim history. The majority of claims were reviewed and decided the same day they were submitted, several within an hour. When completed repair orders were submitted for payment, payments were generally issued within one to five business days. To date, we have paid $2,990.83 to Lucky Peach across six claims.

There was one claim that experienced a longer delay because the associated service contract had not yet been activated or paid for. Once that was resolved, we reopened the claim and approved the repair.

That said, if there is a specific claim where you feel our communication or response time fell short, we absolutely want to know about it and address it. We value our relationship with Lucky Peach and appreciate the feedback.

Autrella からの回答

2026年8月18日

We’re sorry to hear you feel this way, Harold. We reviewed our records and want to clarify a couple of points.

The most recent claim we have for you was approved and paid under your standalone Wheel & Tire coverage. The wheel and tire were covered according to the terms of that policy, while items outside of that coverage—such as the wheel bearings, sleeve, and diagnostic charges—were not. That claim resulted in a payment of $1,115.36 after your $50 deductible.

Regarding the nearly $3,000 repair referenced for your wife’s motorcycle, if you are referring to a mechanical breakdown on the 2018 FLTRXS, our records show that service contract is administered by a different company. We do not have access to their claim records and are not involved in their coverage or claims decisions.

We certainly understand the frustration that comes with unexpected repair expenses, but we also want to make sure the claims and decisions attributed to us are actually claims that we administered.

Autrella からの回答

2026年8月18日

Thank you for the feedback, and we’re glad to hear Sun Powersports took great care of you and that your covered repair was reimbursed.

We do want to clarify one point regarding the claims process. Discount ESP, and now Autrella, has always required claims to be formally submitted in writing through our online claims process or by email. We have not accepted or authorized claims solely over the phone, as the written submission provides the documentation necessary for our team to properly review and authorize a repair.

That said, we understand your frustration with the response time after the claim was submitted. Timely communication with both our customers and repair facilities is extremely important, particularly when someone is traveling and dealing with an unexpected breakdown. We appreciate the constructive feedback and are continually working to make that process as responsive and straightforward as possible.

Thank you for choosing us and for taking the time to share your experience.

Autrella からの回答

2026年8月18日

Jeff, we’re sorry to hear about your frustration with this claim. We also recognize that our communication throughout the process could have been better.

As you mentioned, your previous starter claim was handled and paid under your coverage. This claim, however, involves a major internal engine failure, and our claims team determined that maintenance documentation is necessary before we can make a coverage determination.

We want to be clear that we are not closing the door on your claim. If you can provide the requested maintenance records, we are happy to reopen and re-review the claim for coverage based on that information.

Please contact our claims team so we can work with you directly to obtain the documentation needed and complete the review. We would genuinely appreciate the opportunity to get this resolved.

Autrella からの回答

2026年7月31日 に更新

Thank you for your additional feedback, Devan.

We're disappointed to see a second one-star review from you within the past few weeks, particularly because this review raises a concern that we cannot reconcile with our records.

You state that it took over six months for us to issue payment. We have carefully reviewed our claims history with your repair facility and although we have paid multiple approved claims to your facility, we have not found any claim where payment was delayed anywhere near that length of time. For example, the most recent claim submitted by this shop was approved on June 18, and payment was issued on June 22, just four days later.

If you are referring to a different claim, we would genuinely like to investigate it. Please provide the claim or authorization number so we can review the timeline and address any issue that may have occurred.

We strive to process payments promptly once a final invoice is received and the claim has been completed in accordance with the authorization. While we recognize that delays can sometimes occur due to missing documentation or repair shop timing, we are not aware of any claim matching the six-month delay you've described.

We remain committed to handling every claim fairly, accurately, and as quickly as possible.

Autrella からの回答

2026年7月31日

Thank you for taking the time to share your feedback. We're sorry to hear your experience did not meet your expectations.

After reviewing your claim, we found that the timeline was primarily driven by the repair facility's completion of the required digital inspection. Your claim was received on April 10, and we requested the inspection that same day. The inspection was not completed by the repair facility until April 20. Once we received the information needed to evaluate the claim, we completed our review and issued a partial approval on April 22, authorizing $1,622.64 toward the covered repairs.

We understand that any delay is frustrating, regardless of the cause. Digital inspections are an important part of our claims process because they allow us to verify the cause of failure and ensure we are paying for covered repairs under the terms of the service contract. In this case, we acted promptly once the required documentation was provided.

Regarding the items that were not covered, those decisions were based on the specific terms of the service agreement. Certain components, including clutch bearings, are specifically excluded from coverage, and other requested items were determined not to be covered as part of the approved repair.

We appreciate your business and the opportunity to assist with your claim, and we wish you many trouble-free miles ahead.

Autrella からの回答

2026年7月31日 に更新

Thank you for taking the time to share your experience. We're pleased to hear our customer service team treated you well, but we're sorry to hear you were disappointed with aspects of the claims process.

We would, however, like to clarify one important point regarding installment plans. The limitation on claim payments while a contract is still being financed is not a hidden provision or something first introduced during the claims process. It is clearly disclosed during the purchase process, and we require every customer financing their coverage to separately acknowledge this specific term by initialing the provision in the installment agreement before the contract can be completed. That provision explains that if a claim occurs before the contract has been paid in full, benefits are limited to the total amount paid into the agreement unless the remaining balance is paid off at the time of the claim.

In your particular claim, although the approved repair exceeded the amount that could be paid under the installment terms, we still provided $1,635.00 toward your repair after your deductible. Had the remaining contract balance been paid at the time of the claim, the full approved amount would have been available under the terms of the agreement.

Regarding the time your motorcycle was at the repair facility, we certainly understand your frustration. While the actual repair may have only required two days, the overall timeline often depends on factors such as the repair facility's diagnosis, estimate submission, parts availability, and the exchange of information needed to properly evaluate the claim. We continually work with our repair partners to keep this process moving as efficiently as possible.

We appreciate your feedback and are always looking for ways to improve the customer experience. Thank you for choosing us, and we hope you enjoy many more miles on your motorcycle.

Autrella からの回答

2026年7月31日

Thank you for taking the time to share your experience. We're pleased to hear that Phil was helpful, responsive, and easy to work with throughout the claims process.

While the initial claim could not be approved because the contract was past due under the customer's payment plan, we were able to promptly resume our review once the account was brought current. After discussing the revised repair estimate with your team, we completed an additional review and issued an updated authorization reflecting the covered repairs.

We were also pleased to approve over $650 toward the repair, helping get the unit back to the customer while minimizing their out-of-pocket expense.

Thank you for working with us throughout the process and for recognizing Phil's commitment to finding a fair resolution. We appreciate your partnership and look forward to working with you again.

Autrella からの回答

2026年7月31日

Thank you so much for sharing this, we're thrilled your claim was handled smoothly and that you're happy with the outcome. We appreciate your business!

Autrella からの回答

2026年7月31日

Thanks, Kerry! We're glad everything was handled promptly and as expected. We appreciate your feedback.