Consumer complaint received 2023-01-24
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
The Chase Sapphire Reserve credit card advertises " Trip Cancellation / Interruption Insurance '' -- as a frequent traveler, this is one of the reasons why I signed up for this card. I have two incidents from this summer that would fall under a " covered loss, '' and I have not been able to get my money reimbursed.

( 1 ) My father passed away on XX/XX/XXXX. The Chase Benefits website says that a covered loss includes " loss of life '' of " an immediate family member of the Cardholder. '' I had purchased a {$260.00} trip to XXXX with my Chase card that was scheduled to leave on XX/XX/XXXX with XXXX. I had to plan my father 's funeral and obviously could not go to XXXX on a vacation. 

XXXX was unresponsive and would not provide me with a refund, so I notified Chase Sapphire on XX/XX/XXXX with the submission of a claim that I would not be able to go on this trip because my father had passed away and I could not otherwise get a travel credit or refund. 

-- On XX/XX/XXXX I submitted copies of my credit card bill and copies of the travel booking. 
-- On XX/XX/XXXX I submitted the official copy of my father 's death certificate, electronic ticket receipt, booking information, an email chain with several messages from me to XXXX seeking reimbursement with no reply, emails documenting my original ticket purchase. 

After each submission, Card Services said I was missing documentation, but the categories were vague and they were not able to provide me with more guidance. I made additional submissions as guesses as to what else they might want. 

-- On XX/XX/XXXX I submitted terms and conditions from the XXXX website. 
-- On XX/XX/XXXX I submitted a letter saying it was unclear to me what additional information they could still want, and I asked to have them contact me to provide me with more guidance. No one contacted me and I got another generic email weeks later saying information was missing ( but no guidance on what exactly was needed ). 
-- On XX/XX/XXXX I submitted another letter, pleading with the company to help offer me more guidance. I provided my phone number and email address and asked someone to contact me. No one did. 
-- In XXXX, I received a call on a separate outstanding claim and I discussed this claim with that person as well. They said they would follow up and see what information they could find. No one did. 
-- On XX/XX/XXXX I called Card Services seeking additional information and they again said they would follow up and escalate. 

I no longer believe that they will do anything about this claim. It has been 7 months since my father passed, and I still do not have any indication of if my insurance claim will ever be processed or approved. It truly feels as though Chase offering these benefits to entice people to sign up for credit cards is a scam, and they are taking advantage of people. 

( 2 ) My second incident took place in XXXX of XXXX. I purchased tickets to visit XXXX XXXX in XXXX, during a longer trip to XXXX. While we were in XXXX, there was an historic typhoon that was coming toward XXXX XXXX and all the news forecasts and the XXXX government said it was unsafe to be on XXXX XXXX. The Chase Sapphire website says that its Travel Cancellation/Trip Insurance covers `` severe weather that prevents the start or continuation a covered trip. '' Surely, it seemed yet again, this would be covered by these advertised benefits. 

I had booked an XXXX for {$290.00} and flights for {$240.00}. Again, I submitted all of the required information and have still not been able to receive any kind of refund. 
-- On XX/XX/XXXX I submitted my original claim. I did not submit this claim right away because I was worried about the company ignoring the claim regarding my father 's death if they saw I had two outstanding claims. I submitted confirmation details, emails asking XXXX XXXX for a reimbursement ( they ignored me ), messages from XXXX declining to reimburse me, news articles outlining the dangers of this typhoon, credit card information. 
-- On XX/XX/XXXX I spoke to someone on the phone and submitted additional requested information regarding my partner. 
-- On XX/XX/XXXX I called the company to ask for more details and they were again vague with when and if this could be approved, who would have authorization power, and more. They were essentially telling me the same thing ; that this would be escalated in some way, but with no firm guidance. 

I'm disappointed and appalled that a major credit card company that advertises its special benefits card with a {$550.00} annual fee makes it so impossible to receive any of the benefits. It feels like a scam to charge clients such an exorbitant fee, advertising all of the perks and benefits, and then making it absolutely impossible to then receive these benefits. 

I'm at a complete loss as to what to do, and I think this should be escalated and that Chase should face consequences for false advertising to clients.

Company response to consumer: Closed with monetary relief