Consumer complaint received 2025-06-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
I am writing to formally submit a complaint regarding the unjust denial of my travel insurance claim related to a trip interruption, which I believe falls clearly within the scope of the policy coverage. 
Insurance Provider : XXXX/as part of Chase Sapphire Credit Card Benefits Claim number : XXXX Original Departure Date XX/XX/XXXX Original Return Date XX/XX/XXXX Date of Trip Cancellation/Interruption : XX/XX/XXXX Incident Summary : My trip had to be interrupted due to the sudden hospitalization of my mother XXXX XXXX, for whom I am the primary caregiver. Upon her hospitalization, a licensed XXXX medical doctor issued a formal letter advising me, as the caregiver, to postpone my flight and remain with the patient during the critical recovery period. 
Due to this medical emergency and based on medical advice, I was forced to cancel my outbound trip and purchase a new one-way ticket for a later date. I chose the least expensive option upon consulting with the airline. However, I was still able to use my original return ticket as planned. 
Supporting Documentation Provided : Doctors letter recommending postponement of travel Hospital admission confirmation/After visit summary Copy of new flight ticket Original flight itinerary Email communications with eclaimsline Reason for Complaint : Despite providing all relevant documentation and proof of the medical emergency, my claim for trip interruption was denied by the insurer. The insurer has stated that the reason is " not covered under policy terms, '' which I believe is both inaccurate and unreasonable. The situation involved a legitimate medical emergency concerning an immediate family member and resulted in financial loss due to the necessity of purchasing a new flight. 
XXXX and Chase Sapphire Credit card failed to honor their obligation to me as a policyholder, acting in a unprofessional and unfair manner. This manifested in various ways, such as unjustified denial of claim, unreasonable delays in processing, conflicted information and false promises by representatives over the phone, and a lack of communication or transparency throughout the claims process. 
I have spent hours talking to several representatives over the phone. Each time I had to start all over again explaining what happened and asking how to best handle it. I was given conflicting information. I have submitted an appeal but I have not received any response since XXXX, XXXX. Today, XX/XX/XXXX after speaking with a representative of Chase Customer service yesterday I received an email that appeal was denied. 
I respectfully request Consumer Financial Protection Bureau to review this matter and assess whether the insurer 's decision aligns with the applicable insurance regulations and consumer protection standards. This case appears to qualify as an insurable event under trip interruption due to the illness of a close family member requiring my care and medical recommendation to delay travel. 
Please advise on the steps for escalation and whether further mediation is possible in this matter. 
I attached copies of all relevant documentation for your review. 
Thank you for your time and attention to this matter. 
I look forward to your assistance in reaching a fair and just resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation