Consumer complaint received 2024-10-29
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: JPMORGAN CHASE & CO. (TX)

Good evening, On the XXXX of XXXX, XXXX, I was rear-ended while driving a rental car in XXXX, XXXX. Upon my return, to the XXXX, I immediately filed a claim under the insurance provisions of my Chase credit card. It should have been a simple claim : I rented a car with my Chase Sapphire card ; that card provided for full rental car protection. XXXX charged the damages ( {$1800.00} ) to that same card. I have provided, over the past 14 months, every piece of documentation available to the company handling the claim ( XXXX )- and every time I have done that, I receive the same " canned '' message asking for the same information I have already provided. 

I sent all required documents three timesnow. Each time, I received the same reply ; a copy of the original request, and a statement claiming, " ... all documents are reviewed within XXXX business days of our receipt '' - albeit that was accompanied by a notice that, " we are experiencing longer than normal claim processing times ''. Finally, after writing you for the 4th or 5th time, I received a message again stating, " A claims examiner will be reviewing your information and contacting you within 5 business days to outline the next steps of the process. " That " examiner '' never contacted me, and I have not heard a word from them since then. 

It is clear to me that they have no intention of paying the claim ; it seems they are hoping that, because it is small, I will just forget about it and go away. That's not happening. I am contacting you, the Consumer Financial Protection Bureau, and hoping you can be more effective than I have been. I tried to be patient, but their promises ran out of excuses a long time ago. 

Yours very truly, XXXX XXXX XXXX ( correspondence below, including documents ) ________________________________________ XXXX XXXX Claims Center - Claim XXXX Thu XX/XX/XXXX XXXX XXXX  Your claim number : XXXX Thu XX/XX/XXXX XXXX XXXX  Your claim number : XXXX A claims examiner will be reviewing your information and contacting you within XXXX business days to outline the next steps of the process. 
Reminder : your claim will be eligible for coverage if the terms and conditions as outlined in the guide to benefits provided by your issuing bank are met. 
At any time, you can check the status of your claim by returning to the existing claim section of the site. If you have any questions or need assistance please Contact Us. 
Claim Details Incident Information Claim Reason : Collision with other vehicle Date of Incident : XX/XX/XXXX Incident Country : XXXX Incident State : Benefits Payment To : Claimant Rental Details Rental Contract Start Date : XX/XX/XXXX Rental Contract End Date : XX/XX/XXXX Vehicle Type : Passenger Car Description of Incident : I was driving in XXXX, and when I came to a stop I was rear-ended by the driver behind me. 
Personal Information First Name : XXXX Last Name : XXXX Email Address : XXXX Phone Number : ( XXXX ) XXXX Below is a list of file names that you uploaded in the previous step. These documents will be reviewed by a claims examiner in order to process your claim. However, during the course of our investigation and evaluation of your claim, it may be necessary for us to request additional documentation. Reminder : you are responsible for obtaining all the necessary documentation within the timeframes.

Uploaded Documents Budget rental agreement.pdf XX/XX/XXXX ______________________________________ Card Benefits Services Request Claim Number XXXX XXXX result.pdf CS Card Benefit Services ( Card Benefit Services ) XXXX Reply Reply all Forward To : You Wed XX/XX/XXXX XXXX XXXX .pdf result.pdf XXXX KB Claim Document Attached Card Benefit Services Dear XXXX XXXX, Thank you for submitting your Auto Rental Collision Damage Waiver Benefit claim. Please review the attached file for important details pertaining to your claim. 
For faster service, you may check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you 24 hours a day, 365 days a year. 


About your claim Claim Number : XXXX Claim Type : Auto Rental Collision Damage Waiver Incident Date : XX/XX/XXXX Date : XX/XX/XXXX Manage Your Claim Sincerely, XXXX XXXX Services XXXX XXXX XXXX XXXX, VA XXXX XXXX ______________________________________ _Card Benefits Services Request Claim Number XXXX XXXX result.pdf CS Card Benefit Services ( Card Benefit Services ) XXXX Reply Reply all Forward To : You Thu XX/XX/XXXX XXXX XXXX  .pdf result.pdf XXXX KB Claim Document Attached Card Benefit Services Dear XXXX XXXX, Thank you for XXXX your Auto Rental Collision Damage Waiver Benefit claim. Please review the attached file for important details pertaining to your claim. 
For faster service, you may check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you XXXX hours a day, 365 days a year. 


About your claim Claim Number : XXXX Claim Type : Auto Rental Collision Damage Waiver Incident Date : XX/XX/XXXX Date : XX/XX/XXXX Manage Your Claim Sincerely, XXXX XXXX Services XXXX XXXX XXXX XXXX, VA XXXX XXXX _____________________________________ _Card Benefits Services Request Claim Number XXXX XXXX result.pdf CS Card Benefit Services ( Card Benefit Services ) XXXX Reply Reply all Forward To : You Sat XX/XX/XXXX XXXXXXXX XXXX  .pdf result.pdf XXXX KB Claim Document Attached Card Benefit Services Dear XXXX XXXX, Thank you for XXXX your Auto Rental Collision Damage Waiver Benefit claim. Please review the attached file for important details pertaining to your claim. 
For faster service, you may check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you 24 hours a day, 365 days a year. 


About your claim Claim Number : XXXX Claim Type : Auto Rental Collision Damage Waiver Incident Date : XX/XX/XXXX Date : XX/XX/XXXX Manage Your Claim Sincerely, XXXX XXXX Services XXXX XXXX XXXX XXXX, VA XXXX _____________________________________ Benefit Claim Number : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Once again, here is the information you requested regarding Benefit Claim Number : XXXX ESTIMATE : As provided by and already paid to the rental car company : Benefit Claim Number : XXXX XXXX ISK converted into XXXX USD POLICE REPORT : There was no police report, as the XXXX police would not come unless someone was injured. There were no injuries. 

CREDIT CARD BILL : Below : Benefit Claim Number : XXXX I believe this has all been provided to you previously ; please let me know how soon this can be processed and my credit card account be reimbursed. I am paying considerable interest on the charge while awaiting your payment. 


XXXX XXXX XXXX ______________________________________ Card Benefit Services ( Card Benefit Services ) XXXX Reply Reply all Forward To : XXXX XXXX XXXX XXXX XXXX  .pdf result.pdf XXXX KB Claim Document Attached Card Benefit Services Dear XXXX XXXX XXXX Thank you for submitting your Auto Rental Collision Damage Waiver Benefit claim. Please review the attached file for important details pertaining to your claim. 
For faster service, you may check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you 24 hours a day, 365 days a year. 


About your claim Claim Number : XXXX Claim Type : Auto Rental Collision Damage Waiver Incident Date : XX/XX/XXXX Date : XX/XX/XXXX Manage Your Claim Sincerely, XXXX XXXX Services XXXX XXXX XXXX XXXX, VA XXXX XXXX _____________________________________ Card Benefit Services ( Card Benefit Services ) XXXX Reply Reply all Forward To : You XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  KB Claim Document Attached Card Benefit Services Dear XXXX XXXX XXXX Thank you for submitting your Auto Rental Collision Damage Waiver Benefit claim. Please review the attached file for important details pertaining to your claim. 
For faster service, you XXXX check the status of your claim and upload claim documents by clicking the link below : Manage your claim If you have any questions or concerns, please email us at XXXX. Or, call our Customer Service Department at [ XXXX ] XXXX. If you are calling from outside the United States, you may call us collect at [ XXXX ] XXXX. Representatives are available to assist you 24 hours a day, 365 days a year. 


About your claim Claim Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX _____________________________________ Dear XXXX XXXX, Thank you for your email. Your claim has been noted with the information provided. You should receive an update on your claim from the assigned examiner once the information has been reviewed. 

Regards, XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  : Card Benefits Services Request Claim Number XXXX Good afternoon, On the XXXX of XXXX, XXXX, I was rear-ended while driving a rental car in XXXX, XXXX. Upon my return, to the XXXX, I immediately filed a claim under the insurance provisions of my Chase credit card. 

After receiving your request for documentation, I sent all required documents to you... three times, now. Each time, I received the same reply ; a copy of the original request, and a statement claiming, " ... all documents are reviewed within 5 business days of our receipt '' - albeit that was accompanied by a notice that, " we are experiencing longer than normal claim processing times ''. I can understand all of that ... but seven months? There is no reason for this claim to be delayed any further - other than simply wanting to delay it ; I have been stuck with almost {$2000.00} on my credit card bill that should have been reimbursed a long time ago. 

Please process this claim promptly and fairly, and let 's get this completed. 

Yours very truly, XXXX XXXX XXXX