Citi double cash Damage and Theft purchase protection

[wHiTeSoL]

I just had to submit a claim towards my Double Cash card. Yesterday during the Giant's Parade DW was pick pocketed and lost her brand new iPhone 6 plus 128GB. If anyone is interested in hearing the process please follow here, and if you have been through this before with Citi please let us know how your experience went!

Damage & Theft Purchase Protection
Shop with more confidence – you're covered up to $1,000 per item, up to $50,000 per year if purchases made with your Citi card are damaged or stolen within 120 days of purchase (90 days for New York residents).2

[Anonymous]

I am very interested in how this turns out. Did you just have to submit a proof of purchase showing you used your Citi card?

[wHiTeSoL]

First step: contacting Citibank
I called the standard customer care number on the back of the card, after explaining the situation I was transferred to a specialist. Short wait for the specialist to come on the line. He read the standard Fraud disclaimer and asked me a handful of questions. When did I purchase it, was it entirely on my citi MasterCard, total cost before tax, and date of loss. He will send out a packet of forms for me to fill out and send back, I should receive them in 3-5 days and need to return them within 30.
Time spent: 10 minutes
Difficulty level (1-5): 1 - very easy.

[longtimelurker]

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@wHiTeSoL wrote:
First step: contacting Citibank
I called the standard customer care number on the back of the card, after explaining the situation I was transferred to a specialist. Short wait for the specialist to come on the line. He read the standard Fraud disclaimer and asked me a handful of questions. When did I purchase it, was it entirely on my citi MasterCard, total cost before tax, and date of loss. He will send out a packet of forms for me to fill out and send back, I should receive them in 3-5 days and need to return them within 30.
Time spent: 10 minutes
Difficulty level (1-5): 1 - very easy.

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Thanks for the post, this will be interesting (and hopefully successful for you!)  People have said that one of the advantages of Amex is that the process is easier and much more successful compared to those on V/MC cards.  With luck, that has changed.   

Did you have to file a police report?

[Anonymous]

Thanks for the very useful information!

[CreditPlay]

Thank for posting this. Goodluck with your claims process!

[Anonymous]

It's nice that this protection comes with the card and you do not have to pay for it. I hope everything works out well for you.

[wHiTeSoL]

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@longtimelurker wrote:

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@wHiTeSoL wrote:
First step: contacting Citibank
I called the standard customer care number on the back of the card, after explaining the situation I was transferred to a specialist. Short wait for the specialist to come on the line. He read the standard Fraud disclaimer and asked me a handful of questions. When did I purchase it, was it entirely on my citi MasterCard, total cost before tax, and date of loss. He will send out a packet of forms for me to fill out and send back, I should receive them in 3-5 days and need to return them within 30.
Time spent: 10 minutes
Difficulty level (1-5): 1 - very easy.

---

Thanks for the post, this will be interesting (and hopefully successful for you!)  People have said that one of the advantages of Amex is that the process is easier and much more successful compared to those on V/MC cards.  With luck, that has changed.   

Did you have to file a police report?

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I was going back and forth between the DC and an AMEX for the purchase. I ended up with the DC on DW's and the AMEX on mine. We filed the police report minutes after the theft as the police station was only a few blocks away. My wife was visabily shaken, and the theives ruined the parade celebration for us.