I sent in a request via personal email due to that their online app wasn't working. I got a response the next day asking for photos. I sent some in as soon as I got home to take pictures of it.... that was on May 5th. I have yet to hear anything from them. Customer service is really lacking. No follow up. I have followed up with them again - still nothing. I can only imagine the type of updates you get from them if they do have your car....