Autrella

Thank you for the great review! We're glad to hear the claims process was easy and that payment came through in a timely manner. We appreciate you taking the time to share this.

Bernie, we're sorry to hear that you were left with this impression. Our records show that your claim was approved for the failed water pump, including parts, coolant, diagnostic time, and labor, in accordance with the terms of your service contract. The remaining charges were for coolant pipes, hoses, hardware, and related labor, which are not covered components under the agreement. We also took the time to discuss your concerns directly, answer your questions, and even offered to cancel your service contract with a full refund, less the claim that had already been paid, if you felt the coverage was not the right fit for your needs. We're disappointed to hear that you felt communication was lacking or that you received incorrect information, as that is not the experience we strive to provide. If there is something specific that you believe was misstated, we would welcome the opportunity to review it with you. We appreciate your feedback and wish you the very best moving forward.

Thank you, Cam! We're glad we could explain things clearly. Let us know if you ever have more questions.

Thank you for the great feedback! We're happy to hear the transaction went smoothly. We appreciate your business!

We're so glad Phil has made things easy for you! We'll be sure to pass along the kind words. Thanks for the review!

Thank you for the fantastic review and for being a valued partner! We're proud to work with you and glad the quick pay process has made things easy on your end.

Thank you so much for the kind words! We're glad the team has been able to make your experience a great one every time. We appreciate you!

Hi Carl, We're sorry to hear you were disappointed with the outcome of your claim. Your service contract includes coverage for the mechanical operating components of the convertible top. However, the repair submitted by your repair facility was not for a mechanical failure of the convertible top mechanism. The repair facility diagnosed the condition as rear window glass separation from the convertible top due to encapsulation failure, which requires replacement of the convertible top assembly. Under the terms of your service contract, the convertible top material, glass, and other exterior body-related components are specifically excluded from coverage. Because the reported condition did not involve the failure of a covered mechanical component, we were unable to approve the repair. While this type of repair falls outside the scope of your vehicle service contract, concerns involving exterior body-related components may be covered under your automobile casualty insurance policy. We recommend speaking with your insurance carrier to determine whether this condition qualifies for coverage. We understand that claim decisions are disappointing when they don't result in coverage, but we remain committed to applying every contract fairly and consistently according to its terms. We appreciate your business and wish you the very best.

Thanks for the review, Stanley! We're glad we could get things handled quickly for you.

Thank you for sharing your experience! We're thrilled the claim process was simple and that everything came together smoothly with the dealer. We appreciate you choosing Autrella.

Thank you for such a thoughtful review! We're glad we could investigate the issue thoroughly and get your SL63 repair covered as outlined in your contract. We really appreciate your trust and recommendation.

Thank you for the kind review! Prompt communication is something we strive for, and we're glad it showed in your experience.

Thanks, Keith! We're happy to hear the stator replacement on your Multistrada went smoothly. We appreciate the kind words.

Thank you, Kathleen! We're glad we could get the replacement taken care of quickly and get you back up and running.

David, We're sorry to hear you remain dissatisfied with your experience. We take customer concerns seriously, and we're equally committed to ensuring our claim decisions are based on the terms of the service contract and the information available at the time of review. We understand your concern that the failure resulted from a sudden mechanical event rather than excessive oil consumption. Our determination was based on the diagnosis and documentation submitted with the claim. If additional documentation or technical information establishes a different cause of failure, we remain willing to review it. We're also sorry if you feel your attempts to communicate were not addressed. If you reached out to an individual adjuster and did not receive a response, that is not the experience we strive to provide. To ensure your request receives prompt attention, please send any additional information or requests for review directly to [email protected], where they will be reviewed by our claims management team. Finally, we respectfully disagree with the suggestion that we routinely deny claims. In fact, our records indicate this very policy has had no fewer than eight approved claims exceeding $8,000, demonstrating our commitment to honoring our contractual obligations whenever a repair falls within the terms and conditions of coverage. We understand that a claim denial is frustrating, but our decisions are based on the contract and the supporting documentation, not on a desire to avoid paying claims. If there is additional information you believe may affect the outcome, we genuinely welcome the opportunity to review it.

Thank you so much for your loyalty over the years, Anthony! We're honored by the recommendation and glad to keep providing that peace of mind. We appreciate you!

Kevin, Thank you for taking the time to share your experience. While we understand your frustration, we do want to clarify a few important points for anyone reading your review. Since the purchase of your contract, our records show that we have approved and/or paid eight separate claims totaling more than $5,200 on your behalf. We believe that history demonstrates our commitment to honoring our coverage whenever a claimed failure falls within the terms and conditions of the service contract. Regarding this claim, we are happy that we were able to cover the $1,292.23 towards the ABS module failure. This was approved without hesitation because it met the coverage criteria. The clutch cable and shifter bushing, however, were reviewed not once, but twice—including an additional review by our underwriting team after receiving the supplemental videos you and your dealership submitted. Based on those materials, we determined that the clutch cable did not demonstrate an active leak as required under the contract, and the shifter bushing did not demonstrate a mechanical failure covered by the policy. Those decisions were based on the contract provisions and the evidence presented—not on a desire to avoid paying the claim. You mentioned that the claim process was slow. Our records reflect a different timeline. The claim was submitted on April 29, and we promptly requested a digital inspection from the servicing dealership so we could properly evaluate the reported conditions. That inspection was completed six days later by the servicing dealer, after which we issued our claim decision on May 6. You requested a re-review that same day, and we completed that additional review—including the supplemental videos submitted by the dealership—and provided our final response on May 9. While we always strive to move as quickly as possible, we also want to ensure every decision is based on a thorough review of the available evidence. We appreciate your business over the years and the opportunity you've given us to protect your motorcycle. Although we understand your disappointment with this particular outcome, we hope the history of eight approved claims and over $5,200 in paid benefits reflects our commitment to standing behind our contracts when covered failures occur. We wish you many safe miles ahead.

Thank you so much for taking the time to share this, and for your patience with us! We're truly sorry the first couple of weeks left you feeling stuck — that initial wait isn't the experience we want anyone to have. We're so glad Kyle was able to jump in, get you real answers, and make things right, even helping out with the pre-authorization hiccup. It means a lot that you stuck with us and saw it through to a good outcome. Thanks also for the thoughtful advice to fellow customers about pre-authorizing claims — we'll be sure to keep working on making that first response faster so future experiences start off on the right foot.

Hi there, We’re really sorry to hear about your experience and appreciate you taking the time to share your feedback. We understand how frustrating it is to have an issue arise. Based on your review, it sounds like there may be some confusion around what was submitted for the claim and how coverage is determined under the agreement. Our policies—like most vehicle service contracts—cover mechanical breakdowns of eligible components after the contract is active, and each claim is reviewed based on the specific diagnosis and supporting documentation provided by the repair facility. In some situations, repairs may fall outside of coverage due to factors such as pre-existing conditions, items not included under the agreement, or failures not meeting the definition of a covered mechanical breakdown. That said, we always aim to be as transparent as possible in explaining our decisions and are happy to review any additional information. We would really like the opportunity to look into your situation directly and make sure everything has been handled properly. Please reach out to us at [email protected] or contact our office at 844-778-8175 and ask for management—we’re more than willing to walk through your claim in detail and address your concerns. Thank you again for your feedback. – Autrella Team

Thank you for your feedback. We are glad to hear that you were ultimately able to get coverage that fit your needs. I am unable to verify when you corresponded with the team at Discount ESP, but it is worth noting we terminated our consumer direct DESP program as of January 1st. As we offered multiple levels of coverage, our contract specialist was likely trying to verify the proper coverage for your situation.