Expert: Claims Guy - 1/25/2010

Question
Hi,
My car was stolen on Dec 19th, 2009. And a couple of days later it was found in Mexico. Progressive has been trying to recover the vehicle from Mexico for over a month now and they have no success. They've been told excuses going from the Mexican Embassy to the weather affecting the recovery of my car. They tell my agent to call back every week.
I have been in a rental since last week and I really miss my car. However, I am unsure if they will deem my car as unrecoverable. If so, I need to know ASAP as i need to also file a gap claim (which is only valid 90 days from the day the car went missing).
Is there a limit to the time that they wait to retrieve the vehicle?
Am I going to be stuck to have to pay for a car that I don't have??
I have e-mailed, as well as called my agent but she does not return my calls or e-mails.
I am so frustrated about this situation. Please Help!

Answer
Is there a limit to the time that they wait to retrieve the vehicle?
I am not aware of a firm time limit, but there may be in your state.  You can check with your state insurance department.  I would try calling the US embassy near the recovery site to see if they can help.  I don't handle claims in this area, but I have heard the Mexican police can be a nightmare to deal with and there is a huge problem with illegal behavior by the police.  

Am I going to be stuck to have to pay for a car that I don't have??
You will have to pay for the loan until the loan is paid off.  No way around this.  But as long as they put you in a rental, you won't lose any money.  


I have e-mailed, as well as called my agent but she does not return my calls or e-mails.
This is unacceptable.  Call and demand to speak to the supervisor and complain.  If you do not get satisfaction, file a formal complaint with the inurance department.

Regarding teh GAP claim, make sure you file a written claim with them before the 90 days expire, just to be safe.  In your letter, explain the circumstances and that you are writing to protect your ability to collect under the policy if necessary.