AMEX Return Protection: Did They Make You Return The Item?

[HoKo]

Is this in the last 3-4 months?

Last 3 months sounds about right

[elimmm]

Submitted a claim and this is the first time they've asked for photos of the item...all sides, top, bottom, packaging, serial number, plus tracking information.  It was an item ordered on amazon, and I've never had to submit so much.   Is this normal or maybe because the item was over $300 after tax?

got this too
item less than 300

[mochjas]

Sounds like certain people are ruining it for the rest of us

[elimmm]

Sounds like certain people are ruining it for the rest of us

where is the sign of abuse? i only got this request once and assume its prob just one of their adjusters being difficult?

[mochjas]

where is the sign of abuse? i only got this request once and assume its prob just one of their adjusters being difficult?

not saying its you, the fact that its happening to you, and you dont use the benefit often makes it sound like they are cracking down

[xedex08]

The extended claim processing time (more than two weeks from the date of document submission) is caused by a significant backlog as a result of the large volume of purchase protection claims being processed as a result of the California wildfires. Hopefully, it will ease during the next few months.

Do you know this for a fact?  I would think most of these claims would be secondary to other primary insurance, ie homeowners or renters.

[idkmybffjill]

got this too
item less than 300

Isolated incident? Have you had other claims in the same time where they didn’t request all this info?

[aryeh1]

When making a claim, would a cell phone case be categorized as electronics-> other electronics or in electronics-> cell phone or just in others category (can type in phone case)?

[HoKo]

When making a claim, would a cell phone case be categorized as electronics-> other electronics or in electronics-> cell phone or just in others category (can type in phone case)?

Other

[noturbizniss]

not saying its you, the fact that its happening to you, and you dont use the benefit often makes it sound like they are cracking down

This has been happening to everyone since January 2024

[bmw]

This has been happening to everyone since January 2024

my last few claims 150 - 200 were approved without any documentation [last week or so]

[HoKo]

my last few claims 150 - 200 were approved without any documentation [last week or so]

That’s interesting to hear. How long did it take for them to approve the claims from the time you submitted them?

[shapsam]

Just got a call from them wanting to verify (verbally) that the item is in the original packaging. Never had this before.

[jl75]

Just got a call from them wanting to verify (verbally) that the item is in the original packaging. Never had this before.

Before they called, did they request photos from you (and if so, had you already submitted them)? I've once or twice in past years seen that they had tried to call me, but I never bothered calling them back, and it never got in the way of my claim being approved based on submitting whatever documentation they requested. I think I've seen at least a couple reports here over the past year or so mentioning that the poster had been called by someone from AmEx Assurance who just wanted to verify some small detail. Anyhow, thanks for sharing. I hope your claim gets approved quickly after this, as mine are still in the "open" status two weeks after I submitted the requested documentation & photos!

[shapsam]

Before they called, did they request photos from you (and if so, had you already submitted them)? I've once or twice in past years seen that they had tried to call me, but I never bothered calling them back, and it never got in the way of my claim being approved based on submitting whatever documentation they requested. I think I've seen at least a couple reports here over the past year or so mentioning that the poster had been called by someone from AmEx Assurance who just wanted to verify some small detail. Anyhow, thanks for sharing. I hope your claim gets approved quickly after this, as mine are still in the "open" status two weeks after I submitted the requested documentation & photos!

It is after I submitted the form and receipt, they did not ask for photos.

[HoKo]

I hope your claim gets approved quickly after this, as mine are still in the "open" status two weeks after I submitted the requested documentation & photos!

Yeah I have a claim that's operating on a similar timeline. They're really dragging their feet these days.

[kickballrubber]

Yeah I have a claim that's operating on a similar timeline. They're really dragging their feet these days.

Submitted the documents they wanted over two weeks ago, and they send a dumb update post like this. Really dragging through.

[HoKo]

Submitted the documents they wanted over two weeks ago, and they send a dumb update post like this. Really dragging through.

haha yeah that's brutal

[Oceanblue]

Before they called, did they request photos from you (and if so, had you already submitted them)? I've once or twice in past years seen that they had tried to call me, but I never bothered calling them back, and it never got in the way of my claim being approved based on submitting whatever documentation they requested. I think I've seen at least a couple reports here over the past year or so mentioning that the poster had been called by someone from AmEx Assurance who just wanted to verify some small detail. Anyhow, thanks for sharing. I hope your claim gets approved quickly after this, as mine are still in the "open" status two weeks after I submitted the requested documentation & photos!

A phone call to discuss details used to be the norm a few years ago. The photos are new (as far as I know)

[HoKo]

In the past few weeks it seems like things have slowed down even more. I have a claim where all requested documentation was submitted nearly 3 weeks ago and it still hasn't been processed.