Consumer complaint received 2024-01-30
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO. (MA)

My wife and I booked our honeymoon through Chase XXXX and a travel agent which I used my Chase Sapphire Preferred card to pay. The total amount for the trip was ~ {$17000.00} with the flights through Chase XXXX and the rest of the itinerary through our travel agent, all of which was non-refundable as I believed we had proper coverage through Chase 's travel insurance. Our honeymoon was supposed to begin on XX/XX/XXXX, but on our connecting flight in XXXX my wife suffered a medical emergency on the plane when we landed in XXXX. She had what I thought was a XXXX on the plane, she was shaking and then went unresponsive and unconscious, but eventually came back after a few minutes. It was very traumatic. When we left the plane into the terminal we immediately found XXXX who called in paramedics from XXXX to evaluate her. They recommended that we immediately head to a nearby emergency room to further evaluate her. They took us by ambulance right away. Our trip was cancelled as she was in the hospital for days and was unfit to fly. I have travel insurance for me and my traveling companions through Chase Sapphire, which I even confirmed before we even had our wedding. Cancellation due to medical emergencies for myself or a travel companion is clearly stated as covered even on Chase 's website. I filed a claim on XX/XX/XXXX and have been stuck there since. Chase requested a lot of information, which I provided in a timely manner. I expected this to take months, but it is now clear to me that they are searching for a way to deny me and won't commit to any sort of timeline. In early XX/XX/XXXX, Chase tried to deny my entire {$17000.00} claim, because they said I was partially reimbursed from the airline which Chase XXXX told them without my knowledge. I never spoke with the airline as I booked through Chase XXXX. I found out that Chase XXXX after I filed my insurance claim reached out to the airline and accepted 'credits ' on my behalf, they never told me they did this and the credits didn't show up anywhere on my Chase account ( and still don't to this day ). The credit was for ~ {$700.00} per traveler and had to be used for travel where the trip occurs before XXXX XXXX XXXX ( keep in mind its XXXX XXXX XXXX now so there is no way we can use that credit ). So Chase tried to deny my entire {$17000.00} claim because of a {$700.00} flight credit that they clearly worked with Chase XXXX to get after my claim was filed and purposefully not tell me about it as it is still hidden from me. I argued them back to reopening my claim. Now they are trying to stall by requesting proof that my WIFE is my domestic partner. You read that right. My wife. I already submitted our marriage license that shows our wedding date occurred before this trip happened. Also, when they still require information from me for the claim, they don't tell me that information is missing. I have to call to get them to tell me. Given that it is obvious Chase is working behind my back to stall this process even though my claim is valid, I have been requesting a commitment on when this will be resolved. They are refusing to give me that so they can keep creating imaginary obstacles for me to not get refunded. The worst part is that this medical emergency was truly XXXX of the most traumatic events of my life given I thought my new wife was XXXX right in front of me and this whole process of the insurance claim makes it clear that Chase is exploiting our misery and taking advantage of us. They have caused unbelievable emotional damage and killed any interest in XXXX rescheduling a honeymoon because of how terribly they have treated us. I want this story to be public and to hopefully get Chase to refund our trip as their policy mandates as soon as possible. This story should also help other people when deciding what credit cards companies to select.