Consumer complaint received 2025-11-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
Initial Claim Filing ( XXXX XX/XX/year> ) I filed a baggage-delay insurance claim for an international flight booked using Chase reward points for my parents. The booking included a standard XXXX dollar booking fee, which appeared on the Chase credit-card statement and is normal for reward-travel. In the original claim submission, I uploaded all required documents, including the baggage delay report, the airline verification letter, the travel itinerary, itemized receipts totaling XXXXXXXX XXXX for a towel and a piece of clothing, proof of the points redemption, and the credit-card statement showing the XXXX dollar booking fee. No documents were missing at the time of submission. 

Repeated Duplicate Document Requests by Chases Administrator XX/XX/year> First Request Chases administrator requested documents that were already included in the original claim, including baggage delay documentation, itemized receipts, the travel itinerary, and the credit-card billing statement. 

My Action ( Email on XX/XX/XXXX ) I replied stating all documents had already been submitted and reattached the statement and baggage documentation again. 

XX/XX/year> Second Request Chase again asked for baggage delay documentation, itemized receipts, and the travel itinerary. 

My Action ( Phone Call on XX/XX/XXXX ) A representative confirmed that all documents were on file and said the repeated requests would stop. 

My Action ( Email on XX/XX/XXXX ) I emailed again explaining that all documents had already been sent. 

XX/XX/year> Third Request Chase once again requested itemized receipts and the travel itinerary. 

My Action ( Emails on XX/XX/XXXX and XX/XX/XXXX ) I submitted the XXXX RMB receipts and the airline verification letter again. 

XX/XX/year> Fourth Request Chase again asked for the baggage delay documentation and the itemized receipts. 

My Action ( Phone Call on XX/XX/XXXX ) I called again. The representative confirmed all documents were still on file. I requested escalation. 

My Action ( Email on XX/XX/XXXX ) I emailed saying Chase was repeatedly circulating the same document requests. 

XX/XX/year> Fifth Request Chase again requested the airline reimbursement or denial letter and the itemized receipts. 

My Action ( Phone Call on XX/XX/XXXX ) I asked for a supervisor ; none was available. A representative again confirmed the file already contained all documents. They told me to obtain an additional airline confirmation, which I later submitted even though a similar document had already been provided. 

XX/XX/year> XXXX Request Chase repeated requests for the airline settlement or denial and the baggage delay confirmation. 

My Action ( Email on XX/XX/XXXX ) I submitted the airline confirmation again. 

XX/XX/year> Seventh Request Chase again requested the credit-card statement, even though it had been submitted multiple times. 

My Action ( Email on XX/XX/XXXX ) I emailed stating that Chase already had all documents and that I would contact CFPB if this continued. 

Claim Denial and Evidence of Improper Review XX/XX/year> Claim Denied Chase denied the claim stating that the documentation did not substantiate the loss. 

My Action ( Phone Call on XX/XX/XXXX ) I called after receiving the denial. The representative told me that their system only showed a XXXX dollar charge, which they incorrectly assumed was the full cost of the trip. The XXXX dollars was actually the booking fee for a reward-point ticket, and proof of points redemption had been provided multiple times. The representative also claimed that essential items were not properly documented, even though I had submitted itemized receipts totaling XXXX RMB for a towel and a piece of clothing. I expressed concern that foreign-language airline documents may not have been properly reviewed, as Chase repeatedly marked them as missing despite multiple submissions. I was told a supervisor would call me back, but no one ever contacted me. 
Pattern Demonstrating Adjuster Inaction and Failure to Review Documents Over a period of more than three months, Chases administrator sent seven repetitive document-request letters, failed to acknowledge documents submitted repeatedly through the portal and email, and ignored confirmations from phone representatives that all documents were on file. They required airline documentation multiple times even after repeated submissions. They misinterpreted the 13 dollar booking fee despite receiving proof of points redemption. They disregarded receipts totaling XXXXXXXX XXXX for essential items. They failed to follow up after promising supervisor review. The denial appears to be based on incomplete or inaccurate review of the file. This reflects a clear pattern of inaction, failure to review evidence, and improper claim handling. 

Amounts Involved XXXXXXXX XXXX spent on essential items due to baggage delay, specifically a towel and a piece of clothing. No reimbursement was provided by the airline, verified in the repeatedly submitted airline documentation. A XXXX dollar booking fee for reward travel, supported by the points redemption documentation.

Company response to consumer: Closed with monetary relief