Consumer complaint received 2025-05-19 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: IA

Complaint narrative:
First round of documents submitted ( via Chase Benefits Claims website ) : Initial Car Rental Agreement ( XX/XX/XXXX ) Final Car Rental Agreement ( XX/XX/XXXX ) Monthly Billing Statement showing purchase amount ( XX/XX/XXXX ) Primary Insurance Policy 's Declarations Pate ( XX/XX/XXXX ) Repair Estimate ( XX/XX/XXXX ) Itemized Repair Bill ( XX/XX/XXXX ) Photograph of damaged rental car ( XX/XX/XXXX ) Statement of no other insurance policy that would cover this claim ( XX/XX/XXXX ) The following phone calls ( from me, to the Chase Benefits support line ) are the only contact I have had with any representative regarding my XXXX XXXX XXXX claim since I initiated it in XXXX : XX/XX/XXXX : First follow up call after initial submission of documents -- I received no response of any kind after the 7 business day window stated on their claims website had elapsed. Phone rep reviewed all documentation submitted, and I was asked to submit one additional document ( police report, a document which did not exist, due to their non-involvement. ) I was advised to submit a short personal statement explaining that it was a tree damage incident and police were not involved. I was additionally asked to resubmit one previously submitted document ( credit card monthly billing statement ) in a different format. I uploaded both documents immediately ( XX/XX/XXXX ) Was advised that review of new documents would take 7-10 additional business days. 

XX/XX/XXXX : Second follow up call after two more weeks had elapsed with no contact of any kind. Phone rep confirmed that all documentation had been received and no additional documents were needed from me. I was advised that there may be delays ( around XXXX business days, rather than the stated XXXX ) in processing due to volume of claims being processed. ) XX/XX/XXXX : Third follow up call after 6 more weeks of no updates and no contact of any kind.

Rep confirmed all documents were present ( again ) and nothing additional was needed from me ( again ). 
" Escalated to a supervisor. '' XXXX : Received automated email requesting 2 additional documents : demand letter ( which was nonexistent, as I had paid damage balance in full at the time of checkout ) as well as a statement with information about the " deductible protection '' charge on the rental vehicle. 

Fourth call, the same day : I asked for clarification/guidance regarding the demand letter and request for information. The phone rep advised me to write and upload a short statement explaining the non-existence of a demand letter, as well as a statement with information about the " deductible protection '' charge on the rental vehicle. I submitted both documents promptly, in accordance with the instructions I received ( uploaded XXXX ). Per the automated email : " Once we receive all requested information, you can expect to hear back from us within XXXX business days. '' XXXX : I received a second automated email request for the same information just submitted ( " information about deductible protection '' ). 

XXXX : Fifth follow up call to verify that all documents ( including demand letter and deductible protection information statements ) had been received. Confirmed all documents had been received and review would take up to 10 days from the time of submission. 
XXXX XXXX At this point, I asked if it would be possible to email or speak with an assessor directly regarding my claim. " No. '' XX/XX/XXXX : Sixth follow up call. All documents confirmed to have been received ( again ). " Call back XX/XX/XXXX if no movement '' XX/XX/XXXX : Seventh follow up call after no contact of any kind ( again ). 
Confirmed all documents had been received ( again ). 
" Escalated to an assessor '' ( again ) XX/XX/XXXX : another automated email requesting the same document ( " information about deductible protection '' ) already submitted and confirmed to have been received by two separate phone reps. No additional information was provided. 

Radio silence from Chase ( again ) since my previous phone call. 

At this point, I do not feel that a good faith effort is being made to review my claim.

Company response to consumer: Closed with monetary relief