GAP Warranty Solutions / AmTrust Financial Company review: Payment not received

My husband had an accident on February 9, and the insurance company totaled the vehicle. The insurance company was very professional and settled its portion of the claim on February 28. We filed a claim to GAP on March 9, 2020. The lender emailed documents on 3/6/2020, and I also email documents on 3/10/2020.

I spoke with a representative on 3/13/2020 at 3:34 pm, and the representative stated that the email address on the document request form that they sent me was incorrect and to forward the email to a new address.
On 3/19/2020 at 4:01 pm, I spoke with Jay. Jay stated that they had not received the documents from the lender, even though the lender had confirmation that the documents were emailed on 3/6 and 3/10/2020. I called the lender, and they emailed the documents to me, and I forwarded the documents to GAP.

At 5 pm on 3/19/2020, I spoke with Shameka to confirm that they had received the reports. She verified they did receive the email and that all documents have been received, and all documents would be sent to the adjuster on 3/19/2020 and that it would take 14 to 21 days.

I called on 3/30/2020 at 12:07 pm, to get an update, and the representative Jameka stated that the adjuster had received all the information on 3/19/2020. She also said that it can take up to 14 to 21 days and that on 4/15/2020 or 4/16/2020, the adjuster should be finished, and we will be contacted with the amount they will pay by email. We never heard from and adjuster.

I waited until 4/13/2020 at 3:40 pm, to call and get an update. I had to explain to the representative again after informing the representative on the 3/10, 3/13, and 3/19 that there is no service warranty refund. She did state that the paperwork was complete and waiting for the supervisor to sign off on the papers.

I called on 4/21/2020 at 1:58 pm, Kevin stated that the claim was completed, but there was a difference in the value of the vehicle for $1, 500 to $3, 100 different than what the insurance company paid. He also said they would have to contact the insurance company, but there may not be any different.

I called back on 4/27/2020 at 11:02 am, and the representative Jay was very rude and did not have any new updates on the claim. I asked to speak to a supervisor or the adjuster, and he left me on hold for over four minutes and then sent me to a lady's voice mail.

I called the insurance company on 4/27/2020 at 11:16 am, to verify that the GAP had contacted them about the difference in value, and the representative stated that Gap had not contacted them. She also said that companies like GAP procrastinate when it is time to pay their portion of the claim.

I called GAP back on 4/27/2020 at 11:40 am and spoke with Tia, and she said I didn't need to contact the insurance company that they had already contacted them. I told her I just talked to the representative and she said they had not contacted them, Tia said the representative from the insurance company would not see that they contacted them because it was in a different department. She was just another representative giving me an excuse.

The company's customer service and lack of communication from adjusters are ridiculous; my husband and I have been dealing with Gap since March 9, 2020, and they still haven't paid their portion of the vehicle. Every week it has been an excuse, and every representative is continuously giving me different answered. We are still paying for a car we don't have, and this company does not care.