JPMorgan Chase Credit Card Complaint

JPMorgan Chase Credit card department,

Customer service / Customer relations Iowa

Chase VISA card unjustly denied my claim for damage to a car I rented in -. The following is a copy of my appeal which sets out the facts : I wish to appeal your denial of my claim for damage incurred on -/-/- to the - passenger car I rented in - on the grounds that the denial was arbitrary with no basis in your program rules or procedures. 1. I have now reviewed your Guide to Travel and PurchaseProtection Benefits, a booklet I, like most travelers, do not carry with me overseas. And, like most travelers, I remember that when renting a car overseas you provide collision damage coverage as long as the insurance offered by the rental agency is declined. What I have learned is that even carrying the booklet is not much help because when making a telephone inquiry you receive unreliable information.


In my case I rented a - on short notice on -/-/- while traveling in -. The vehicle was damaged in a - car accident later that day. I called your representative ( - ) as soon as I returned to the - to find out how to file a claim for the damage. She asked where the accident occurred and the make and model of the vehicle. When I told her - and the vehicle was a - -, she said that - model might not be covered but would check. That came as a shock since I was unaware certain - vehicles were not covered. However, after a short hold, she came back on the line and told me this model of - in fact WAS covered and would send me a claim form via email. ( If I had made this call from - before renting this car, I would have relied on the information and rightly believed it was covered from the outset. ) Based on being told the vehicle was covered, I filed a claim for the damage with all the supporting documents required. A few days later I received an email from you saying an important document was attached. However, nothing was attached so I called and talked with your representative - -. She checked your claim file and told me that you denied the claim on the grounds that the model - I rented was NOT covered. I then explained to her I was told in an earlier phone call that the vehicle WAS covered. She said they would check the telephone records. I also asked her for a copy of your list of - models that are covered but she refused to provide it. This refusal raises an obvious question of whether in fact there is such a list. Later - - called back. The telephone recordings must have confirmed what I was told because this time she said the claim was denied because of the nature of the car rental agency. 2. Nowhere in the terms of your Guide to Travel and Purchase Protection Benefits booklet is there any mention whatsoever of the nature of the auto rental agency required in order to qualify for coverage of a passenger vehicle. In the phone call referred to above, - - said the claim was denied because the auto rental agency rents performance cars. It 's true that the agency rents performance cars among others but the - - is not in that category. I rented that model in - because it was available and is on the list of the - best cars in -/-/- as rated by -. In sum it appears that when you are found to have stated that coverage on a particular - model IS available, you then resort to a reason with no basis in your program rules to deny a claim.