Consumer complaint received 2025-03-10 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: CA

Complaint narrative:
On XX/XX/XXXX we learned that our home and all of our personal belongings were destroyed in the XXXX XXXX that began on XX/XX/XXXX. On XX/XX/XXXX I discovered, by my own research, that my Chase Sapphire Preferred card Benefits program includes " Purchase Protection '' and that this benefit allowed me to be reimbursed for the cost of replacing items destroyed by the fire that were purchased within 120 days of the fire with a {$500.00} per item up to a total of {$50000.00} per year ( as detailed in the Sapphire Preferred Description of Benefits Guide Dated XX/XX/XXXX pages XXXX ). Knowing that the Chase Sapphire Card Purchase Protection Benefit is secondary and in excess of our XXXX renters insurance policy I submitted our Declarations page, Claim Settlement Letter and Insurance policy. Our XXXX Renters XXXX XXXX XXXX estimated our replacement costs for our Personal Belongings to be {$290000.00}. We were paid {$90000.00} which was 100 % of our Policy limit leaving us with an estimated loss of {$200000.00}. In the 120 days ( XX/XX/XXXX - XX/XX/XXXX ) prior to the loss of our home, we made XXXX transactions for {$56000.00} for items that are eligible to for Chase Sapphire Purchase Protection as defined in the Sapphire Preferred Description of Benefits Guide Dated XX/XX/XXXX. As I began documenting my claim details on the XXXX website I encountered multiple error messages during the process. I contacted Chase Card Benefits Customer Service and Chase Sapphire Executive Office on XX/XX/XXXX to share the problems that I was experiencing on the website. I also provided details of the trouble I was experiencing over email. Multiple Chase Card Benefits Customer Service Agents noted that the website was not equipped to service a claim that included as many items as mine and one suggested that I separate the claim into multiple claims as a work-around to avoid the technical errors that the website was experiencing as I logged my claim. After completing the documentation for all of the purchases I was claiming in 3 separate claims and uploading all of the required supporting documents ( itemized receipts, 4 monthly Chase Card Statements, a signed statement about the Fire Incident, our renters insurance policy, our renters insurance Declarations page and our renters insurance claim settlement ) I received a note from an adjuster asking me to provide them with a spreadsheet that included all of the information and documentation that I had already submitted to the ChaseCardBenefits.com website related to my claim. While this information was redundant to what I had already submitted I complied with the request and provided the additional information that they requested on XX/XX/XXXX. On XX/XX/XXXX I received an email from XXXX XXXXXXXX XXXX Chase Card Benefits indicating that my claim for the Purchase Protection program provided through your Chase credit card has been approved. A payment of {$10000.00} which is the full amount payable for this claim, will be sent to the banking account that you provide when you receive the payment acceptance email. My Claim should have been paid for {$50000.00} ( the maximum Benefit available ) given what I submitted and documented in the Claim process. When I called to speak to a Customer Service representative from Chase Card Benefits on XX/XX/XXXX I was told that they were not able to see any notes from the adjuster as to why I wasnt paid in full for the Claim that I submitted. When I asked how they arrived at the {$10000.00} payment they couldnt provide an answer. When I asked if I could speak to a Supervisor about the matter I waited on hold for approximately 30 minutes and was told that a Supervisor would call me back within 2 business days. When I asked why a Supervisor hadnt called me back on 2 other occasions ( both of which are documented in their notes ) the agent couldnt provide me with an explanation. Not only has the entire Chase Card Benefits XXXX XXXX  XXXX experience been wrought with misinformation, mistakes, technical errors and poor customer service but they also arent able to provide me with any information as to why they only paid {$10000.00} of {$50000.00} for the items that were valid in the claim. Nor could they provide any information as to what the {>= $1,000,000} was actually being paid for.

Company response to consumer: Closed with monetary relief