Consumer complaint received 2026-04-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO.

Complaint narrative:
Subject : Complaint Regarding Denial and Delay of Rental Car Insurance Claim Chase XXXX XXXX XXXX ( Claim # XXXX ) I am filing this complaint regarding the handling of a rental car insurance claim associated with my Chase XXXX XXXX credit card. The card advertises rental auto insurance coverage when the rental is paid using the card, which I relied upon in good faith. In XX/XX/year>, I rented a vehicle and paid for the rental using my Chase XXXX XXXX credit card. I declined the rental companys collision damage waiver coverage specifically because the credit card provides rental car insurance benefits. During the rental period, the rental company later claimed that a part of the vehicle was missing and charged me for the alleged damage. I paid this charge using my Chase credit card and subsequently filed a claim ( Claim # XXXX ) for reimbursement under the cards rental car insurance benefit. This claim is being administered by : Virginia XXXX XXXX XXXX XXXX. Card Benefits Administration XXXX XXXX XXXX XXXX, XXXX XXXXXXXX Since filing the claim, I have been working with XXXX XXXX XXXX XXXX XXXX XXXX the benefits administrator for Chase. Over the past XXXX months, the claim has not been resolved. Instead, I have experienced repeated delays and unreasonable requests for documentation. I have already submitted all requested documents multiple times, including : Rental agreement Credit card statement showing payment for the rental and damage charge Damage report from the rental company Correspondence related to the claim Despite providing these documents at least XXXX times, the administrator continues to request the same or similar documentation without clearly explaining what is missing or insufficient. This has resulted in an ongoing cycle of delays and effectively prevented resolution of my claim. Additionally, I want to clarify an important detail that may be contributing to confusion. Shortly after the rental period ( around XXXX XXXX ), I blocked my credit card due to suspicious activity and was issued a replacement card with a new card number. However, this is the same account and the same Chase XXXX XXXX card under which the rental transaction and insurance coverage apply. I have already informed XXXX XXXX XXXX XXXX XXXX of this change in my submitted documentation and during phone communications, yet the issue persists. I believe this constitutes : Unreasonable delay in claim processing Failure to properly review submitted documentation Poor communication and lack of transparency regarding claim requirements Failure to honor the advertised benefits of the credit card As a consumer, I relied on the stated rental car insurance coverage when using my Chase XXXX XXXX card. The prolonged delays and repeated documentation requests appear to be tactics that unnecessarily hinder legitimate claims. I am requesting that : My claim ( Claim # XXXX ) be reviewed promptly and fairly based on the documentation already provided A clear and final determination be made without further unnecessary delay Any additional required documentation ( if truly needed ) be clearly specified in detail and not repeatedly requested without justification I would appreciate the CFPBs assistance in ensuring that this matter is resolved and that Chase and its benefits administrator fulfill their obligations under the credit card agreement. Thank you for your attention to this matter. Sincerely, XXXX XXXX XXXX Cell : XXXX

Company response to consumer: Closed with monetary relief