Consumer complaint received 2022-07-04
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I hold the Chase Sapphire Preferred card, which advertises travel delay insurance XXXX XXXX XXXX XXXXchaseXXXXchase-sapphire-XXXX. 

In XXXX, I had a flight delayed due to weather, necessitating an overnight stay, which fulfills the criteria for travel delay insurance. 

Applying for this insurance claim has been a nightmare. Chase outsources this work to a 3rd party company called eclaimsline. The 100+ negative reviews of this company found here ( XXXX XXXX XXXX  ) pretty closely match my experience, which I will try to sum up here : 1. I filed the claim in early XXXX, less than a week after my travel delay incident. 

2. Despite the " 5 business day '' response window advertised by the eclaimsline site, I did not receive any response on my claim by XX/XX/XXXX, so I gave the site a call. Each time I called this organization I have been put on hold for at least 45 minutes before getting through. After I got through, I was told some documents were missing ( a letter from the airline detailing why the flight was delayed, and proof that I bought the flight using my cards OR points from my card ), so I sent these documents in to corroborate my claim. 

3. On XX/XX/XXXX, I was told by eclaimsline in an email the company had reached out to Chase directly to verify that I had bought the flight using Chase credit card points, and that it could help if I reached out to Chase myself to get documentation proving this. I called Chase, and they sent me the same flight receipt that I had already sent to eclaimsline, which does clearly show the number of Chase points I used to purchase the delayed flight. I sent this receipt to eclaimsline again. 

4. On XX/XX/XXXX, I emailed eclaimsline asking about the status of my claim, and was told that the flight receipt I had sent them was for some reason insufficient, and that they were still waiting for confirmation from Chase. I explained that Chase had explained to me that this flight receipt I had already provided was the proper piece of evidence that eclaimsline needed here. On XX/XX/XXXX, eclaimsline told me in an email that they had approved my claim, and that I should keep an eye out for an email telling me how the payment would be processed. 

5. Yesterday, on XX/XX/XXXX, after receiving no word from eclaimsline about payment processing, I called their service line. A customer service representative informed me that my claim had been " un-approved '', as the company still needed evidence from Chase that I had bought the flight ( which I have already provided ). No one informed me of this change - I was still under the impression that my claim was approved up to this date. To me, the behavior of approving and then quietly un-approving this claim is clearly fraudulent, and I have no further recourse but to report my experience to the proper authorities. 

Please let me know if I can provide more detail here.

Company response to consumer: Closed with monetary relief