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

[kickballrubber]

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.

This might be the norm now. It only helps them to stagger the payouts.

My question is if this slowdown has been the same for other benefits like extended warranty, purchase protection, cell phone protection, etc.

[jl75]

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.

It's been 18 days since I submitted my documentation, so you're not alone. I haven't even received the "thank you for submitting your documents, we're in the process of reviewing your claim" letter yet. On the other hand, when that letter does come, usually my claim gets approved within 24-48 hours after that.

[BoratMD]

It's been 18 days since I submitted my documentation, so you're not alone. I haven't even received the "thank you for submitting your documents, we're in the process of reviewing your claim" letter yet. On the other hand, when that letter does come, usually my claim gets approved within 24-48 hours after that.

This could all be pure hearsay, but in my experience the larger claims (>$100 or certainly anything in the 200-300 range) tend to be processed more slowly and are much more likely to require the 2nd stage of paperwork (claim form etc) vs the <$100 claims (or low 100s) usually processed in a few days and just auto-credited without needed to submit the 2nd stage of paperwork

In anecdotal experience (n=2), when I have a larger claim pending and am just waiting around and it's felt like a long time (either before or after submitting 2nd stage paperwork) I will submit another small claim, which then is very quickly approved and then the larger claim follows within a few days after

That latter experience is almost certainly just coincidental, but figured i'd share it nonetheless

[BoratMD]

This might be the norm now. It only helps them to stagger the payouts.

My question is if this slowdown has been the same for other benefits like extended warranty, purchase protection, cell phone protection, etc.
[/quote

I have a trip delay claim in process right now, submitted 10 calendar days ago, radio silence since the submission confirmation email - though they do clearly state up to 10 business days needed for initial claim review before they contact you again

Of note, that claim shows as being via AIG Insurance which is to my knowledge separate from AMEX Assurance (the return protection company) so I assume these are separate processes entirely and any delays are unrelated

[vabomere]

Also noticed they're requiring photos of product, tracking information, and proof that return window is closed.
I live in two addresses back and forth for work, so one time about six months ago they did ask me why I'm shipping to my apartment instead of my billing address. This makes me think that people must have been abusing the system by buying the items for resale or on behalf of others etc,  shipping to random addresses etc, then submitting a return protection claim to get a refund. So I think for people who are continuing to use this legitimately shouldn't have an issue.

[Yo ssi]

I don't get it, they can just ask for the item back and all abuse is prevented.

[etech0]

I don't get it, they can just ask for the item back and all abuse is prevented.

But will they cover shipping?

[Spoon]

They have definitely tightened up. Longer wait time and more extensive documentation regardless of claim size. Unfortunately looks like people have been abusing it.
 

[Yo ssi]

But will they cover shipping?

Sure and it would be worth every penny.

[etech0]

not sure if I should like that....

[HoKo]

Does Amex promise a response/claim decision within a certain number of days? I recall seeing somewhere that we should receive a response within 21 days...but I'm not sure if I'm just imagining that b/c now I can't find anything regarding 21 days on any of my paperwork.

[kickballrubber]

Does Amex promise a response/claim decision within a certain number of days? I recall seeing somewhere that we should receive a response within 21 days...but I'm not sure if I'm just imagining that b/c now I can't find anything regarding 21 days on any of my paperwork.

I tried to look into the recent document that says “we have assigned a claim number…” and they do not promise a timeframe for a response.

Will say, it took over 3 weeks and 2 days for a claim to be paid out after submitting receipt and completed form.

[jl75]

I tried to look into the recent document that says “we have assigned a claim number…” and they do not promise a timeframe for a response.

Will say, it took over 3 weeks and 2 days for a claim to be paid out after submitting receipt and completed form.

Funny, I was just thinking about that a week or two ago. I could've sworn that it used to say "within 14 days", and then recently, I noticed that it said "within 21 days". That's crazy now if they've totally removed the time promise from their most recent documents...I'll have to dig through my old ones and see if it really did say "within 14 days" a year or two ago or if I just imagined that.

[HoKo]

Funny, I was just thinking about that a week or two ago. I could've sworn that it used to say "within 14 days", and then recently, I noticed that it said "within 21 days". That's crazy now if they've totally removed the time promise from their most recent documents...I'll have to dig through my old ones and see if it really did say "within 14 days" a year or two ago or if I just imagined that.

Do you recall where they stated the 14/21 days?

[jl75]

Do you recall where they stated the 14/21 days?

I'm editing the comment I just made, because I tracked down the PDFs from my first claim nine years ago, and even back then, there was no time frame mentioned in any of the PDFs (including the e-mailed confirmation PDF and the PDF letter asking for the receipt and for the form to be filled out). I also don't see it on any of the "thank you for submitting your documentation" PDFs. So maybe you and I both just imagined it?

[iluv2travel]

I don't get it, they can just ask for the item back and all abuse is prevented.

But will they cover shipping?

Sure and it would be worth every penny.

Years ago they did require you to return the item on your own dime but it was obviously still worth paying $7-$8 bucks rather than losing the entire value of the item if you couldn't return it for a refund.

Then a couple of years down the line Amex Assurance sent a check or gave credit to your Card reimbursing for all those times that you shipped items back to them. It was based on their own calculations but nevertheless welcome.

I think if they'd go back to this method the abuse rate of this benefit would most likely plummet. But I'm guessing they had no idea what to do with all that stuff that was useless to them so maybe that's why they stopped requiring it.

[jl75]

Years ago they did require you to return the item on your own dime but it was obviously still worth paying $7-$8 bucks rather than losing the entire value of the item if you couldn't return it for a refund.

Then a couple of years down the line Amex Assurance sent a check or gave credit to your Card reimbursing for all those times that you shipped items back to them. It was based on their own calculations but nevertheless welcome.

Interesting. I did notice yesterday while looking at my old documents from 2016 that at that time, they were printing a full paragraph at the bottom of the last page of the PDF confirmation letter which was basically a summary of the terms and conditions, and it specifically stated that if they request the item to be shipped to them, that they'll pay for the shipping. So the period that you're referring to, when they used to make you pay for your own shipping, must have been 2015 or earlier, I'd assume? Either way, that's cool that they later sent reimbursements to people for the shipping costs!

[Yo ssi]

Years ago they did require you to return the item on your own dime but it was obviously still worth paying $7-$8 bucks rather than losing the entire value of the item if you couldn't return it for a refund.

Then a couple of years down the line Amex Assurance sent a check or gave credit to your Card reimbursing for all those times that you shipped items back to them. It was based on their own calculations but nevertheless welcome.

I think if they'd go back to this method the abuse rate of this benefit would most likely plummet. But I'm guessing they had no idea what to do with all that stuff that was useless to them so maybe that's why they stopped requiring it.

I'd assume a hybrid approach would work out best for them

[Fish Tank]

I don't get it, they can just ask for the item back and all abuse is prevented.

Because amex is not in the receiving/logistics/resale business.

They would need to hire a team to receive the items, sort the items, sell the items (for pennies on the dollar to a liquidator) all the while paying for storage to store the stuff.

The overhead will be very costly.

[kickballrubber]

Because amex is not in the receiving/logistics/resale business.

They would need to hire a team to receive the items, sort the items, sell the items (for pennies on the dollar to a liquidator) all the while paying for storage to store the stuff.

The overhead will be very costly.

Yup, Capital 1/US Bank and Chase outsourced it to Asurion and Assurant respectively. And those insurance companies have their own third party they contract out to receive for returns. ANEW Business Solutions is a vendor for Asurion. Idk about Assurant.