MotoAssure – Traffic is dangerous, but nothing is more stressful than hearing your engine start to clunk or the radiator start to hiss. Most drivers, however, know that after buying a vehicle protection plan, they can be less stressed. Once the engine starts to clunk, they can just call the warranty administrator and get their vehicle towed.
With some customers of MotoAssure Administration, however, the relief of getting the protection plan turns into stress as they get their partner’s claims denied or their refund checks vanish. Extended warranties, or vehicle service contracts, protect your finances when your vehicle breaks down. But these contracts come with tons of paperwork that complicate your ability to file your contract. These contracts are designed to stress you out.
Are you filing a disputed claim and waiting months to get a refund? If so, you’re not the only one. We understand that these contracts have a lot of fine print, and that they are designed to require detail-oriented employees. This guide communicates the common issues employees of MotoAssure Administration face and how to cope with these issues.
Familiarizing with MotoAssure
Before addressing the complaints, it’s important to analyze who MotoAssure is. MotoAssure Administration, a.k.a Camelback Administrative Inc., is based out of Leawood, Kansas, and is an administrator for Vehicle Service Contracts (VSC’s). MotoAssure has been operating since the end of 2022, and processes claims for varying levels of protection plan coverage, including Platinum, Gold, and Powertrain.
It’s important to understand that the administrator is usually not the same as the dealership or telemarketer that sold you the policy. MotoAssure’s primary function is to verify coverage, authorize repairs, and pay the repair shop. They’ve been accredited with the Better Business Bureau (BBB) since early 2024, and currently hold an “A” score with a 4.36 out of 5 rating, based on customer reviews. However, these high scores often lead to the ignoring of more consistent, lower reviews that are often more to the point of the issues being railed surrounding MotoAssure.
General Customer Issues
A few customers have reported a good experience with the company, such as being able to easily claim the rental reimbursement, and the company paying out claims, while others have gone to the extent of reporting the company to the Better Business Bureau. Reported issues have helped paint the overall positive customer experience issues for the company.
Claim Denials
The most common area of frustration is the denial of claims. While a vehicle service contract does have exclusions and isn’t a bumper-to-bumper manufacturer’s warranty, customers tend to believe the reason for denial is inconsistent and vague.
Public reviews, such as those on the BBB, detail the denial of coverage for a cracked cylinder head which is a covered part. In one instance, a customer stated the reason for denial was changed multiple times, from ‘‘wear and tear,’’ to ‘‘overheating,’’ then ‘‘sludge.’’ Though the mechanics demonstrated the sludge was the result of the failure and not the cause, the claim remained denied.
Labor rates seem to be a common area of frustration as well. Some policyholders have said MotoAssure has determined the rates for local shops to be too high. Yet, there are no suggestions for shops that would fit that particular reimbursement rate—resulting in the customer having to pay a balance out of pocket.
Issues With Refunds
While there is a backlog of complaints from consumers for canceling a service contract, this should be an administrative task that is simple to complete. Customers have stated that the process for canceling a Platinum or Gold plan is extremely time consuming and frustrating.
Common obstacles consumers face include:
- Slow Response Times: Refunds taking up to 12 weeks.
- Unclear Procedures: Cancellation letters must be notarized.
- Mail Issues: Customers have started the refund process again because representatives said refund checks were mailed to the incorrect address.
Policy Misunderstandings
Disputes often arise due to the difference between what the contract promises versus what a salesperson says. Most third-party auto service contracts have a wear-and-tear exclusion. A part might not be covered if it fails because it is old, not because of a mechanical defect. This is often not communicated during the sales pitch, but it becomes the primary reason a car is not repaired when it breaks down.
How to Resolve Issues
Getting organized, not angry, if a denial or a delayed refund occurs is best. Here is how to warranty administrators when disputes arise.
Start documenting all issues
Create a call log, documenting all issues. Be sure to note the date and time of the call as well as the name of each representative. Summarize what you talked about.
Keep a record of all emails
- Get Everything in Writing: If a representative grants a verbal repair approval or a refund over the phone, make sure to request a confirmation email while you’re on the phone with them.
- Mechanic’s Opinion: If your claim is denied because of “sludge” or “pre-existing conditions,” get a written statement from your mechanic countering that diagnosis if the evidence supports it.
Contact MotoAssure Directly
Before you take it up a notch, ensure that you have properly internalized the company processes.
- Phone: You can contact their office at (888) 585-4441.
- Email: Direct complaints to info@motoassureadmin.com.
Hours: Claim center hours are Monday to Friday, 8:00 AM – 5:00 PM Central (closed 12:00 PM – 1:00 PM for lunch).
Seek External Help
Hitting a dead end with customer service means you have options. Following the FTC and NAIC guidelines, here are some options if you have service contract problems:
- State Insurance Department: In some states, the Department of Insurance regulates vehicle service contracts. You can file a complaint with your state’s DOI, and you are likely to get a quicker response from the company than you would from calling customer service.
- State Attorney General: If you think the company is practicing business unethically, contact your state’s Attorney General.
- Better Business Bureau: The BBB does not have legal power over businesses, but complaints can trigger some businesses to respond to maintain their ratings.
Tips for Preventing Problems
If you are thinking of buying a plan, or want to avoid potential inconveniences with your current one, taking proactive steps will keep you from headaches.
Verify All Details
Don’t skim pamphlets, and really look at the contract. Pay attention to the Exclusions section. What you are guaranteed not to receive coverage for is in that list. If a service is not listed in the Inclusions or is listed in the Exclusions, get ready to pay for that repair.
Inquire About Labor Maximums
Ask the administrator what their labor rate max is. If they only cover $100 an hour, and every mechanic in your town charges $150, you will pay the $50 per hour labor overage, which can be thousands on a big repair like an engine.
Document All Maintenance
Most contracts have a section that states you have to perform the vehicle’s maintenance per the schedule set by the manufacturer. If you can’t show proof of an oil change, the administrator can quote that neglect and deny an engine claim. Hold on to every maintenance receipt.
Looking Ahead
No one likes having to fix their car, and an experience like discovering gaps in coverage can be even more frustrating. While MotoAssure draws many such customers who save thousands on repair costs, the complaints regarding refunds and denials show that there is an element of customer service loss to keep in mind.
Self-advocacy is possible when you keep thorough documentation, know your policy exclusion, and are aware of the governmental bodies that oversee this type of contracts. A service contract for a vehicle is one of the many financial tools. Like any tool, it must be handled properly, and in this case, that means having to keep meticulous records to be able to get any return on it.
