Claims Process Required Repurchasing a Discontinued Item, Then an Impossible Video Deadline

A customer says filing a damage-protection claim involved repeated requests for new photo angles and unusual documentation before it was approved. She was then given only a few weeks to source the exact original item, discontinued by its retailer, which she found secondhand online, since the claims process requires repurchasing the exact item before any payment is issued, or being limited to account credit instead. After completing that purchase, she was presented with a further requirement to submit video of the replacement item, with a 45-day deadline she says was unworkable given shipping time and her work travel schedule. She also describes support as email-only, with no option to speak to a live person. Poplin's public reply acknowledged the frustration, said documentation is required for fair claim review, and apologized for how burdensome it felt given her travel schedule.