Originally Posted by
Ahead
This extended warranty thing is a scam to begin with.
I filed a claim under this program 7/18/2019, and submitted the required documentation. After that I made multiple calls and sent multiple follow-up emails to check on the status on the claim, and never got an estimate of the resolution date. On one occasion, mid-August, I was promised a callback from an adjuster within two dates, but the call never came. The first communication from Citi after I filed this claim was August 27, where they asked for the repair estimate, which I submitted as part of the original claim, but resubmitted it once again.
I find unacceptable both the fact that they looked at my claim for the first time six weeks after the original submission, and then asked for the document already provided. Currently, almost three months after the original claim, I still don’t know its status. I feel that Citi is knowingly dragging out this claim to essentially make their extended warranty benefit unusable, thereby failing to deliver on the benefit sold to us as part of the credit card.
Are you dealing with Virginia Surety? If so, you have constantly follow up with them, and in some cases be prepared to cc your state's insurance commissioner. You can also try copying the general counsel of The Warranty Group, which IIRC is their parent company. When Citi farmed this out to another entity, it actually is a regulated financial product, not a courtesy/gratuity that CIti is offering.
The crummy thing is because the policy seems to be between Citi and Virginia Surety, and consumers are allowed to claim under it, I've never been allowed to actually see what the precise T&C are i.e. the actual policy. All we get is baloney Benefits Handbook which has legally imprecise phrases like 'we may reimburse you for xyz' Discussions about contested claims are much better when one can point to the chapter & verse of a document which states why your claim is eligible, and how much should be covered.