Samantha Anderson of Sunny Corner, New Brunswick, is still awaiting a resolution from Assureway Protection Corporation more than five months after a vehicle collision left her without a car and burdened with debt.
Anderson said a deer ran in front of her vehicle while driving home from Christmas dinner in Miramichi. “We’ve never been in a car accident, so it was petrifying for us,” she said. Her eight-year-old daughter was unharmed, but the vehicle was totalled.
According to CBC, Anderson’s regular insurance policy paid out approximately $19,000. However, a gap insurance policy she purchased at Kaat Auto in Rogersville from Assureway Protection Corporation has yet to cover the remaining amount on her $48,000 balance, which included a prior loan. The policy cost $2,500 for a seven-year term.
“I’ve begged them. I’ve cried through email because they won’t answer the phone,” Anderson said. She reported at least 15 follow-up emails sent to Assureway with no clear response. On March 13, she received a letter stating there were “certain inconsistencies” in her claim, but no specifics were provided.
Five days later, the company asked for photos of the dead deer. Anderson had already submitted images of her vehicle with visible deer hair. RCMP Sgt. Jason LeBlanc confirmed police took a phone report on the incident but were not dispatched due to no injuries.
Assureway later emailed: “We have found the claim questionable on several grounds due to irregularities in the claim thus its investigation status. Our investigation is currently underway. [Anderson] is fully aware of this status.”
Kaat Auto noted it no longer sells Assureway products. “I only sell the product,” said Roland Gauvin. “I’m not responsible.”
New Brunswick’s Financial and Consumer Services Commission confirmed that Kaat Auto is licensed to sell insurance products. Assureway, however, is classified as a third-party administrator and not directly regulated.
Commission spokesperson Marissa Sollows said, “And in the event of a claim, the third-party administrator would do the administrative work.” A consumer would need to check the paperwork to identify the insurer underwriting the policy.
In contrast, British Columbia prohibits dealerships from selling gap insurance. “GAP products are considered complex insurance products and must be sold by a qualified, fully licensed general insurance agent,” Melinda Lau of the Insurance Council of British Columbia said in a statement to CBC.
New Brunswick currently allows 127 dealerships to sell gap insurance. The province’s Department of Finance has not confirmed whether a regulatory change similar to B.C.’s is under consideration.
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