Quick update on my X Care claim. Brent escalated my claim internally and I received a call from one of the co-founders/CEO. He went over my case and asked me to clarify some questions. After talking, it sounds like a few small things cascaded into something larger.
My original claim started almost 3 quarters ago. The claim was quickly approved. Unfortunately, the claim expired since Tesla didn't have the parts for quarters. Fast forward to when the parts came in. I reopened the claim with X Care and was told to make the repairs. Here's where things fell apart.
The original Tesla estimate states that my active spoiler was making noise. X Care, like other warranties (providers, whatever you want to call them) do not cover noises. No debate here. However, my original entry into the Tesla appointment stated an abnormal noise which ultimately resulted in a stuck, inoperable spoiler which is covered. The difference between making noise vs. broken resulted in the claim being denied the second time.
When we discussed the lack of communication we both agreed that zero response from the claims department is totally unacceptable. He had no excuses here and is taking another look at the claims process. Over communication is always appreciated, whether it's a simple "document received", "we need more time", etc. He did make a good point that the team that handles Tesla claims for X Care (I'm unsure whether it's all in-house, or they are subcontracted) is small, but this is intentional since they have more experience with our cars. I can appreciate that.
After the claim was escalated the spoiler repair was approved and I am going to be reimbursed. I appreciate the follow up on the situation and it sounds like this was the perfect storm. Hopefully nobody else has to deal with these issues. I can, and will recommend X Care to other Tesla owners. It also sounds like they have some cool things in their pipeline, but I'll let them announce that when the time comes.