My experience with a Chase Ink claim for Thailand has been a nightmare. they use this company called Card Benefits Services.
Months have passed and every few weeks they send me an email stating the results of my claim that I’m missing one of the documents I’ve already sent multiple times. Every single time it’s a different document that they already have, it’s crazy. So I send it again, and they’ll revert and say they need another document which they asked for before and I’ve already sent. I documented everything perfectly as required. Their hold times are insane and their representatives tell me the same thing: “I’m not sure why they’re asking for the same documents again.”
It’s almost like they just don’t want to pay the claim and are hoping years of asking for the same documents and I’ll just give up.
is there any recourse? Any escalation path with Chase?
If you are at a point where 100% of the required documents are submitted I suggest the following. After the representative tells you "I'm not sure why they're asking for the same documents again" I suggest you ask the following follow up questions:
1. I don't know either. Can you please look into why this is happening?
2. Can you please review the case notes to determine if there is an issue with the documents I have already submitted (illegible scan, missing pages, language barrier, etc.)?
3. Please let me speak to a supervisor to escalate this matter as we are going in circles here.
Might get somewhere with Chase if you complain to their upper management, but at the end it will just be to a higher person at "Card Benefit Services." Somewhere in Chase is a "liasion" to assist with this type of thing but I have no idea how you can get in touch with them.
Also suggest keeping the rental car agency appraised of your case number with Card Benefit Services and all communication.