From the owner, president and CEO of autopom!, Mike Jones

“Our name, autopom!, is an acronym which stands for automotive peace of mind. Like others in our industry, we market vehicle protection plans. Unlike other companies, I’ve decided my company will only represent major A-rated insurers and administrators to make sure autopom clients are treated fairly. The promise below reflects how I want my company to operate and be known for in what is otherwise known as a ‘checkered’ industry.

We promise to assist our customers with claims as needed

The vast majority of all claims move smoothly through each administrator’s system without autopom!’s involvement. However, occasionally a few claims may need a little help. When this happens, we encourage our customers to reach out for assistance.

Every claim involves multiple parties including:

  • Customer
  • Repair Shop
  • Claims Administrator
  • Sometimes, the claim will also involve an Inspector.

Occasionally when a claim does not meet a client’s expectations, they will give us a call. Our team here at autopom! will carefully listen to the customer’s concern or complaint, review the customer’s contract, and will call the applicable claims Administrator and/or shop as necessary.

In some cases, it is just a matter of helping the customer understand the terms of their contract. In other cases, we have successfully gotten claims approved when they were initially denied by ensuring our clients’ Administrators were adjudicating claims per the terms of the contract and treating our clients fairly.

Here are just a few recent examples.

Claim Assistance Example #1  

Date: 3/31/2020
Vehicle: 2014 Mercedes E550
 
Reason for customer’s call to autopom!:  Partial claim denial.
  1. Customer’s statement of issue #1: The rear passenger side window will not operate from the driver’s master control panel and this portion of the claim was denied.
  2. Customer’s statement of issue #2: The shop was told that diagnostic fees are not covered.

Administrator’s stated reason for claim denial:  Diagnotic fees and damage due to physical impact are not covered per the terms of the contract.

Actions taken by autopom!
  1. Reviewed issues with customer
  2. Reviewed terms of customer’s contract
  3. Reviewed claim record online
  4. Reviewed inspector’s report
  5. Called the plan Administrator and reviewed claim notes on file
  6. Determined legitimate claim issues exist in favor of the customer
  7. The following email was sent

From: autopom! CEO

To: Administrator Claims Supervisor:

Subject: Claim denial for rear passenger window control and diagnostic fee

“Issue #1: Rear passenger side window will not operate from the driver’s master control panel.

The claims Inspector reported that there were “impact” marks on the button. The claim was denied due to “impact,” because any physical damage from collisions/other objects are not covered under the customer’s policy.

The customer, however, states there has been no impact and reported that the plastic window switch had a rubberized coating that had blistered on that button as well as other plastics in the vehicle. Evidence of the blistering was also shown in one of the photos from the inspectors report.

The “blister” left a permanent bubble which is easily worn off and exposes the white plastic underneath. According to the customer, that was the situation with the window switch.

Since there was no impact, the mechanical/electrical issue casing the failure of the window control should be covered per the terms of the contract.”

“Issue #2: The shop was told diagnostic fees were not covered.

While some plans do not cover diagnostic fees, this was not the case for this customer’s contract. Therefore the claim needed to be amended to include the diagnostic fees.”

Outcome:

Email response was received same day. Claims supervisor approved repair (parts and labor) for the faulty window switch and also approved time for diagnostics. Notified customer with text and follow up phone call. Customer was satisfied with the outcome.

Claim Authorization:
Initial: $634.00
Final: $983.00

Lesson Learned: 

Read your contract so you will know if something is off.  Make sure that the Service Adviser at the repair facility is communicating with the Adjuster at the Administrator’s office.  If you have questions, call the Administrator and ask to speak to the Adjuster yourself.  If not satisfied with the answers to your concerns, give us a call.

Claim Assistance Example #2  

Date: 4/24/2020
Vehicle: 2011 Mercedes SL550
 
Reason for customer’s call to autopom!:  Partial claim denial.
  1. Customer’s statement of issue #1: The oil filter housing gasket is leaking and the claim for this part of the repair has been denied.

Administrator’s stated reason for claim denial: Because there is a TSB (Technical Service Bulletin) published in November of 2018 announcing the gasket as a potential issue, the Administrator stated the gasket is not eligible for coverage per the terms of the contract.

Actions taken by autopom!
  1. Reviewed issues with customer
  2. Reviewed terms of customer’s contract
  3. Called the plan Administrator and reviewed claim notes on file
  4. Called the Service Advisor at the repair facility
  5. Determined legitimate claim issue exists in favor of the customer
  6. The following email was sent:

From: autopom! CEO

To: Administrator Claims Supervisor:

Subject: Claim denial for oil filter housing gasket

As we discussed on the phone, Section V – Exclusions – What Is Not Covered, fifth paragraph of the customer’s contract states: “Coverage under this Agreement is similarly limited in the event of a Breakdown if the manufacturer has announced its responsibility through any means, including public recalls and factory service bulletins.”  I asked the service advisor at the repair facility if the TSB is Mercedes responsibility.  The Service Advisor responded that the TSB is informational only and Mercedes takes no responsibility for the repair and replacement of the Gasket.  Because the TSB is informational and because the manufacturer does not take responsibility, per the terms of the contract the failed gasket would be eligible for coverage.  Please escalate this request to the Director for reconsideration of eligibility for coverage.  Thank you.

Outcome:

Email response received next day. Approved repair (parts and labor) for the faulty gasket. Notified customer with text and follow up phone call. Customer was satisfied with the outcome.

Additional Claim Authorization:

Approximate: $700

Lesson Learned: 

Read your contract so you will know if something is off.  Make sure that the Service Adviser at the repair facility is communicating with the Adjuster at the Administrator’s office.  If you have questions, call the Administrator and ask to speak to the Adjuster yourself.  If not satisfied with the answers to your concerns, give us a call.

See what our clients say..!

Don’t take our words, take theirs.

autopom!
4.9
Based on 70 reviews
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Christian David
Christian David
19:39 22 Jun 20
Car United is their 3rd party claims insurance they are probably the rudest and the worst company to deal with when it comes to claims involving your vechicle. They have no regard for customer service, or helping the customer. They make sure to tell you this over the phone that they're really not there for you but the company. Mario is a manger in this division he is one of the rudest manager, and has no respect for customers. Autopom would be better off with a different buisness to represent their car services
Emily
Emily
05:09 02 Jun 20
Colgan Martin was responsive and professional. He provided the rate information for Mechanical Break-Down Insurance that was much more comprehensive and less expensive than that offered by the dealer. I went with Colgan and Auto Pom.
Ellen Rosten
Ellen Rosten
05:07 02 Jun 20
Colgan Martin was responsive and professional. He provided the rate information for Mechanical Break-Down Insurance that was much more comprehensive and less expensive than that offered by the dealer. I went with Colgan and Auto Pom.
David Grimes
David Grimes
21:52 29 May 20
Dacey was a great agent and answered all of my questions.
Paolo Gaudiano
Paolo Gaudiano
13:07 10 May 20
I just purchased a used car and wanted to get an extended warranty. Having had issues in the past with extended warranties, I took the time to do significant research, and I ended up calling four different companies for quotes. Right off the bat, I found Autopom to be the most professional and courteous of the lot. The team member, Dacey, was extremely pleasant. No pressure, very friendly, very clear in her explanations, answered all my questions and offered what sounded like the best value for my money. I ended up buying the car on Saturday afternoon, and by the time I was all done it was late afternoon in California where Dacey is based. She answered the phone anyhow, and immediately set me up. Time will tell whether this is as good of a deal as, it seems, but certainly in terms of the initial experience this was outstanding.
Deirdre Peterson
Deirdre Peterson
00:45 09 Apr 20
Had issue with warranty administrator and Mike of Auto Pom did what anyone who truly understands “real customer service” stepped in and went above and beyond to make it happen. I would HIGHLY recommend him & his company. Thank you Mike for being a man of your word! So many don’t these days and that’s so sad to say. I’m glad to be your customer! Keep up the honorable service!
Richard Orser
Richard Orser
02:23 25 Mar 20
Most affable, responsive & helpful insurance agent (for any type of insurance) I have ever encountered. Highly recommended.
Rebecca Ingram
Rebecca Ingram
11:26 17 Mar 20
Dacey was very professional and made me feel at ease knowing I am making the best decision
ANGELA SYPHERS
ANGELA SYPHERS
21:17 04 Mar 20
We couldn't be more pleased with the quality of service from Mike when we needed it most. He fought for us and made sure that our claim was handled the it should have been. Thanks again, Mike, for all your help when we didn't know where to turn. You & Autopom! ROCK!! Great Job!!
lisette zaratemaliikapu
lisette zaratemaliikapu
01:19 27 Feb 20
Alexis was very nice, informative and helpful in finding the best plan for my car's extended warranty. I'm a happy customer 😊
Arsenio Uy
Arsenio Uy
22:38 30 Dec 19
Best value for a comprehensive service package. Rep (Dacey) was very responsive. Quoting through sign-up was a breeze. Thanks!
mark haan
mark haan
00:16 18 Dec 19
Sounded knowledgeable when answering my questions. I felt comfortable getting the policy.
Duane Mathes
Duane Mathes
03:55 01 Nov 19
I worked with Dacey and she was great and very helpful. Had to leave a message and she called back within a very reasonable time. No pressure just good customer service.
mike singleton
mike singleton
21:04 24 Oct 19
Very quick in responding to a quote plus they give you an actual quote without having to talk to someone. No other company does that. Customer service is outstanding thus far
John Timothy
John Timothy
19:59 15 Oct 19
Dacey was precise and accurate with a quote and policy purchase for our vehicle. I had a great experience. Thank you!
John Davis
John Davis
23:13 14 Oct 19
Quote process was easy and fast. Lisa was very easy to work with. Price was very reasonable, and is ultimately backed by Mercury Insurance, a well-known and reputable insurance company.
Bob Jones
Bob Jones
01:42 22 Sep 19
Worked with Lisa to get extended mechanical coverage for my 2012 GMC 2500HD. Lisa was great to work with, very knowledgeable and answered all my concerns. I felt no pressure to sign up and feel that the comprehensive coverage for the quoted price was a good value. I would rate 4 1/2 stars only because of the requirement to drive 1000 miles before policy will activate. It will probably take 2-3 months. Lisa was definitely 5 stars!
Mike Godwin
Mike Godwin
20:53 12 Sep 19
Recently bought a used car from a rental car sales agency I was interested in an extended warranty but after some research I was not happy with the one offered by the agency. I contacted AOTOPOM and quickly received a quote by email and contact consultant detail. Consultant Trevor answered all my questions with great patience and did a great job. I ended up buying a policy. Everything happened with great ease.
Albert Mundy
Albert Mundy
15:14 04 Sep 19
Dacey was incredible. Her patience and customer service is out of this world. I have yet to utilize this warranty but a close friend with a premier vehicle has great things to say about them.
Christopher Morales
Christopher Morales
21:27 03 Sep 19
She did great! Very professional and patient for the sale. She did not hound me like many other place that quoted me. This is the right way to prospect a sale!
Thomas Murlless
Thomas Murlless
20:08 08 Aug 19
So far so good. I hope I will not have to use it but the initial process went smoothly. Dacy did an excellent job with the initial process.
Fuyun Ling
Fuyun Ling
21:20 05 Aug 19
Easy quoting and sign up. Good pricing. The agents are knowledgeable. Need to see how the insurance work out.
Ramon Glasgow
Ramon Glasgow
23:32 26 Jul 19
The first agent didn't have the best people's skills, but Dacey hooked me up. She's super nice and extremely personable. Appreciate her a lot! Thank You.
John T
John T
17:04 18 Jul 19
Easy, efficient and reasonably priced. Very pleased and if the plan works as was outlined, I'll be ecstatic. Hopefully, I may never need it so will give a final review in 5 years.
David Canez
David Canez
02:43 16 Jul 19
The experience I had with Trevor from autopom was fantastic. Trevor was very professional and explained in great detail my package for my vehicle. I highly recommend autopom for your vehicle warranty needs.
Ernie Gomez
Ernie Gomez
23:51 12 Jul 19
Recently signed up for protective services with autopom and Lisa was the coverage consultant helping me. She made everything very simple and easy to understand and also answered any questions I had along with following up with me via email and a scheduled phone call. Most definitely would recommend to anyone looking for great hassle free coverage.
Gerry Twomey
Gerry Twomey
21:27 28 Jun 19
Just signed up, got a great plan for a low down payment and Lisa Dennault was great, very professional. I would recommend this to anyone who has an older car and needs extra protection.
j rubin
j rubin
22:19 27 Jun 19
Super easy process. Dacey had answers to all my questions (and I had a few) and she wasn't the least bit pushy. Will 10/10 use autopom! again.
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