Consumer complaint received 2023-03-14
Company: JPMORGAN CHASE & CO.
State: KS
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:
I have a Chase Sapphire Preferred credit card, which includes a trip cancellation / interruption benefit. I used that credit card to purchase a prepaid and non-refundable travel package through a travel supplier ( XXXX XXXX ) for a trip to XXXX, Florida ( XX/XX/XXXX - XX/XX/XXXX ). During the trip, a severe weather event ( Hurricane Nicole ) occurred which caused an interruption to prepaid and non-refundable travel arrangements included in the purchased travel package ( resulting in a {$200.00} financial loss to myself as cardholder ). Upon returning from the trip, I first reached out to the travel supplier but received no reimbursement. Thus, I immediately filed a trip interruption claim requesting reimbursement in the amount of {$200.00} ( claim # XXXX, filed XX/XX/XXXX ) with all required documentation through XXXX/ XXXX XXXX XXXX which Chase uses as its third-party card benefit insurance carrier. My claim was unexpectedly closed on XX/XX/XXXX without a claims examiner ever contacting me in regards to claim eligibility, as eclaimsline stated would happen within '5 business days '. Phone representatives told me to write an appeal via email, in which I outlined precisely how my trip interruption claim fully met the terms and conditions outlined by Chase and eclaimsline and is thus eligible for coverage under my card 's trip interruption benefits ( sent on XX/XX/XXXX ). On XX/XX/XXXXXXXX XXXXe informed me that my appeal was successful and my claim would continue to be processed. On XX/XX/XXXX and XX/XX/XXXX, XXXX requested additional documentation from me -- documents which I had previously submitted through their online site -- which I provided in a thorough and timely manner. However, XXXX repeatedly missed its stated '5 business day ' review and response window after I provided the requested info, leaving the status of my claim up in the air for weeks at a time. This dragged out for two months with numerous phone calls to XXXX representatives who were largely unaware and unhelpful in providing the status, timeline, or any other assistance with my claim. Finally, on XX/XX/XXXX I was informed by XXXX that my claim had been rejected due to ineligibility of my specific trip interruption circumstances, despite the fact that prepaid and non-refundable travel arrangements purchased through a travel supplier which has been interrupted due to severe weather is explicitly included on Chase 's list of covered situations. This has been an unreasonably difficult process compounded with grossly inadequate customer service. The unreliability and untrustworthiness of eclaimsline -- supported by XXXX negative reviews on XXXX XXXX XXXX XXXX XXXX XXXX  -- as well as my claim 's clear eligibility under Chase 's trip interruption card benefit is why I am filing this complaint. I am attaching all available documentation and would be happy to provide additional details if needed.

Company response to consumer: Closed with explanation