Consumer complaint received 2025-01-16 00:00:00
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.
State: VA

Complaint narrative:
On XX/XX/XXXX, my wife and I reserved a rental car from a rental car company in the XXXX, XXXX for the rental dates of XXXX XXXX XXXX  We used our Chase Sapphire Reserve card to make the reservation. Accordingly, on XX/XX/XXXX, a charge of {$75.00} ( XXXX XXXX ) appeared on our XXXX credit card statement. In addition, we have a copy of the initial rental agreement, indicating that our Chase card was used to make the reservation. 

On XX/XX/XXXXXXXX XXXX we picked up the rental car at the XXXX XXXXXXXX XXXX in the XXXX, XXXX. In reliance upon the instructions provided under the Chase Guide to Benefits, we declined the rental car companys collision damage waiver in order to use the Chase Auto Rental Coverage as our primary insurance. The Chase Guide to Benefits states that in order to use the coverage provided by the card we must decline the rental companys collision damage waiver ( XXXX  ) option or a similar provision. As a result, we have no other insurance coverage applicable to this incident. 

On XX/XX/XXXXXXXX XXXX XXXX we suffered a flat tire after colliding with an unidentified object in the road. The damage to the tire could not be repaired and the rental car company advised that the tire would need to be replaced. The rental company provided an incident report documenting the incident and deducted the amount owed for the damage -- {$350.00} ( XXXX XXXX ) -- from the hold on our Chase card. On XX/XX/XXXX, a charge of {$350.00} ( XXXX XXXX ) appears on our XXXX credit card statement. In addition we have a copy of the final rental agreement, indicating that our Chase card was used to was used to pay this charge. 

All of the documentation cited above, including the XXXX and XXXX statements, initial and final rental agreements, and incident report were provided to the company contracted by Chase to process our insurance claim ( Assurant ). This documentation is more than sufficient to establish that we complied with the terms for obtaining coverage as set forth in the Guide to Benefits. Specifically, we used our card to make the reservation and we have documentation that proves the car suffered damage, which we covered out-of-pocket. The information made available by Chase states that Chase provides primary coverage, including for damage to the vehicle. 

Subsequent to filing our claim, we have repeatedly called Chase benefits administrators regarding the status of our claim and, depending on the administrator, we have variously been told that we need to : ( 1 ) upload the declarations page of our personal car insurance policy ; ( 2 ) sign a statement indicating with have no other applicable insurance ; ( 3 ) directly email the insurance adjuster responsible for our claim ( who does not respond ) ; and ( 4 ) provide a copy of a " demand letter '' ( which the rental company did not issue due to the amount being deducted from the hold on our card ). Most recently we were advised by a benefits administrator that the coverage does not apply to flat tires ( despite no such exclusion appearing in the insurance agreement ). On XX/XX/XXXX, Assurant sent a form letter stating that our claim was denied because " the documentation provided does not substantiate the loss being claimed. '' This is the second time we have sought to use our Chase Sapphire Reserve insurance benefits. A prior claim resulting from delayed luggage was never paid, following a similar cycle of repeated requests for additional documentation no person could reasonably be expected to provide. It appears these requests for additional documentation may be part of an intentional tactic to delay and, ultimately, deny payment of claims.

Company response to consumer: Closed with monetary relief