CarCo complaints

The claim was initially filed online via our website at http://carcogap.com on 1/6/2026. On 1/13/2026 one of our representatives spoke to the customer and emailed them a copy of our document checklist showing all of the documents required to process a GAP claim. We received documents in the mail on 1/23/2026. After the documents were reviewed, it was determined that several required documents were not included in the customer’s initial claim submission, so they were informed via email on 2/2/2026 with a list of all the required documents still missing. On 2/11/2026, the customer called our office stating that he sent another packet in the mail and that the tracking information showed it was delivered to us that day. We stated that the employee would need time to review the documents and that we would provide an update once that review was completed. After review, there were still several documents that were still needed. The customer was provided with another update on 2/16/2026 reiterating that we still needed several of the documents in order to process the claim. We received another document submission in the mail on 2/27/2026. However, this submission only included one additional document from the list of 5 documents that were still outstanding. The customer called on 3/6/2026 and insisted that he sent additional documents, but we were unable to verify receipt as there was nothing in our PO Box that day. They called our office again on 3/16/2026 stating that he sent everything, but we had received nothing and we reiterated what was still outstanding. He called again on 3/30/2026 and insisted that we should be able to process the claim using only the documents he sent, even though several of the required documents were still missing. He began using abusive language and cursing at our staff, so the call was disconnected. Finally, we received an email on 4/9/2026 from the dealership asking what was still needed. They provided the rest of the required documents to us on 4/10/2026. On 4/20/2026, the GAP claim was processed and submitted for payment. A check for $4,398.45 will be sent to the lienholder, Honda Financial Services. We are sorry that the process was difficult for this customer, but we requested the same documents multiple times only because they were not submitted to us. In our experience, most customers find the checklist easy to follow and appreciate our customer service as we are always available by phone during business hours. Throughout this process, we requested everything very clearly and advised the customer of the appropriate parties to contact to obtain the required information. It should be noted that as a third party administrator, we are unable to obtain much of the necessary information ourselves which is why the GAP contract states “The Administrator will not be able to obtain this information for You.”

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