It sounds like Citi's extended warranty is making people jump through hoops to file legit claims and then eventually denying them. I have been thinking about getting the Costco CC to get the extended warranty benefit, but it appears that it may not be worthwhile?
LAX
I wouldn't say Citi is making people jumping through hoops with no intention to pay out, as in bad faith.
I will say it is a rigid process that you should be aware of and be prepared for if you intend to take advantage.
Read the benefits guide and know the documentation proof. Download / Save the receipts to your Email or cloud storage, same thing with the warranty policy PDF of the product when you purchase the item (not when you need to file a claim because receipt can fade out and website changes and documents for old models sometimes gets pulled etc).
It is also going to be easier for products that have a well-run out of warranty service operation. For example, Apple computers, because can you walk in an Apple Store and get a official diagnostic/repair quote listing out the product details, what's wrong with it, cost to repair all in one piece of paper AND in PDF, free of charge. For Apple products I had even gotten the quote before I call in and have the 1st agent confirming my email submission with all the documents before I hang up -(again goes back to the knowing what documents are needed before hand).
It is not going to be smooth if it's for products from companies that simply doesn't do official out of warranty repair service or maintain a list of authorized 3rd party service providers that you can point to.
It is also not going to be smooth if the product is bulky and requires you ship it at your expense to the manufacturer for a diagnostic.