Consumer complaint received 2020-05-19
Company: JPMORGAN CHASE & CO.
State: NM
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
Timeline for Trip Cancellation Claim with Chase Sapphire Credit Card XX/XX/XXXX : we were told by the claims customer service agent that pandemics had been excluded from our trip cancellation insurance coverage. However, we have a Guide to Benefits that was mailed to us by Chase that does not exclude pandemics from coverage. This is the Guide we were provided when we started to make deposits for our trip to XXXX. We started making deposits in XX/XX/2018. The agent instructed us to submit a claim online. 

XX/XX/XXXX : We cancelled our trip and submitted the claim due to the recommendations of our primary care provider to self-quarantine. XXXX  is XXXX and has risk factors that increase his chances of serious COVID19 complications. Also, The US Department of State issued a level 3 travel advisory to avoid travel for older adults. And the Governor of our State issued a Stay At Home order prior to our departure date. 

XX/XX/XXXX : Claims.com requested a copy of the Guide to Benefits which we provided. 

XX/XX/XXXX : We received the first denial of our claim with the following reasons : The reason for cancellation does not meet the definition of accidental bodily injury or illness. Please refer to your Guide to Benefits for the definition.

The reason for cancellation does not meet the definition of quarantine, as outlined in the terms and conditions. Please refer to the definitions listed in your Guide to Benefits for confirmation that this incident does not meet the criteria.

Government travel restrictions are not a covered loss under your Trip Cancellation/Interruption Benefit. Please refer to the Covered Losses in your Guide to Benefits for confirmation that this incident does not meet the criteria. 

XX/XX/XXXX : We emailed the claims requesting information on how to appeal the XX/XX/XXXX decision and noted the current COVID crisis public health information defines self-isolation as a form of quarantine. In addition, the Governor of New Mexico issued Stay At Home orders and self-quarantine orders prior to our departure date. The Guide to Benefits does not define this term ( quarantine ), we believe our claim is valid. 

XX/XX/XXXX : XXXX emailed indicating that our claim would be referred to a higher level of review. New claim number : XXXX XX/XX/XXXX : Second denial letter below : We believe one of the criteria is applicable to justify trip cancellation, Quarantine imposed by a Physician for health reasons based on our justification listed above. But the Claims agent refers to a CDC definition since the actual Guide to Benefits does not define the term quarantine. This does not seem fair to the consumer since various news outlets, government agencies, etc. have been referring to social isolation and Stay At Home Governors ' orders as a form of quarantine. 

The following is the second denial letter We have completed our review of your second appeal for coverage under the Trip Cancellation/Interruption benefit. A review of the claim file confirms you cancelled your trip to XXXX due to elevated health risks surrounding Covid-19. You state this claim should be covered because there was no exclusion for pandemic at the time the trip was purchased, and because the Governor of New Mexico has issued a stay-at-home order which you feel qualifies as being quarantined. 

Please be advised that the complimentary travel benefits provided through the Chase Sapphire Reserve credit card do not include cancel for any reason trip cancellation coverage ; the loss experienced must meet the criteria of a covered loss to be payable under the policy. If your travel plans change, even for an understandable reason, it does not guarantee the reason for the change will meet the criteria for coverage. Please refer to the What is Trip Cancellation insurance? section in the Guide to Benefits ( effective XX/XX/18 ) for confirmation of whatCovered Loss means ; this incident does not meet any of the criteria that follows. 

Accidental Bodily Injury, Loss of Life, or Sickness experienced by you, a Traveling Companion, or an Immediate Family Member of you or a Traveling Companion Severe weather, which prevents a reasonable and prudent person from beginning or continuing on a Covered Trip Change in military orders for you, your Spouse, or your Domestic Partner A terrorist action or hijacking A call to jury duty or receiving a subpoena from the courts, neither of which can be postponed or waived Finding your or your Traveling Companions dwelling to be uninhabitable Quarantine imposed by a Physician for health reasons Financial insolvency of the Travel Agency, Tour Operator, or Travel Supplier whose services you booked The physicians statement provided did not indicate that you had been diagnosed and treated for an illness which prevented you from traveling ; it confirmed you were advised not to travel until the Covid-19 outbreak resolves due to factors putting you at an increased risk, such as age and pre-existing health conditions. 

Additionally, the reason for cancellation does not meet the Guide to Benefits criteria of Quarantine which requires that the quarantine be imposed by a Physician for health reasons. Please refer to www.CDC.Gov for confirmation that a quarantine separates and restricts the movement of people who were exposed to a contagious disease to see if they become sick. No evidence has been provided to support you were exposed to a contagious disease and, consequently, quarantined by a physician.

Finally, a change in plans, unless resulting from a Covered Loss, is specifically excluded within the What is not covered by Trip Cancellation insurance? section of the Guide to Benefits.

We understand this is not the outcome you desired but we hope that our response helps you to better understand our position. If you have any questions or need further assistance, please call our Customer Service Department at XXXX XXXX XXXX XXXX. If you are calling from outside the United States, you may call us collect at XXXX. Representatives are available to assist you 24 hours a day, 365 days a year.

Company response to consumer: Closed with explanation