Consumer complaint received 2025-02-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
I am filing a complaint against Chase Card XXXX XXXX regarding their handling of my purchase protection claim for a stolen package. It has been four months since I filed the claim, despite fulfilling all documentation requests and following their process diligently, Chase has continuously delayed and obstructed my claim, creating an extremely frustrating and inefficient experience. 

Incident Summary : - I purchased an item on XXXX using my Chase XXXX  Credit Card, which includes purchase protection. 
- The package was stolen at my frontdoor two days after it been delivered to my front door. I immediately reported the theft to the police and obtained a police report. 
- I submitted a purchase protection claim to Chase right after along with my purchase receipt and police report. 

Chases Repeated and Unreasonable Documentation Requests : - Chase requested documentation from any other insurance settlements. 
I submitted a declination letter from my home insurance company, which denied coverage since the claim amount was below the deductible. 
- A few days later Chase repeatedly requested the same insurance documentation again. I uploaded the Home Insurance denial letter again, but Chase still sent the same request without clarifying what additional information they needed. 
- After calling Chase XXXX XXXX, I learned that they were now requesting a claim from XXXX. 
- I contacted XXXX, and they denied my claim because it was outside their 60-day claim window. 
- I uploaded XXXX 's denial letter, but Chase then requested documentation from the courier ( e.g., XXXX, XXXX, or XXXX XXXX ). 
- I called Chase XXXX XXXX again, and a representative confirmed that the courier was XXXX XXXX and noted it in my case. 
- Despite this, I continued receiving emails from Chase XXXX XXXX requesting settlement documentation from the courier, creating an endless loop. 

Issues with Chases Claim Process : - Lack of Proper Document Review : Chase repeatedly asks for the same documents even after they have been uploaded multiple times. 
- Inefficient Communication : There is no direct communication with the adjusters, and customer service representatives have no authority to resolve these issues. 
- Unjustified Delays & Unclear Requests : Chase fails to specify exactly what documentation they need, leading to an endless cycle of re-submitting the same documents. 
- Bad-Faith Handling of Claims : The process appears to be designed to frustrate customers into abandoning their claims rather than providing the advertised protection. 

Chase promotes purchase protection as a benefit of their XXXX Credit Card, but in practice, they stonewall legitimate claims by endlessly requesting redundant documentation and creating unnecessary delays. This deceptive practice misleads consumers and violates fair claims handling standards. This is a scam. I'm so disappointed to Chase as a customer.

Company response to consumer: Closed with monetary relief