Consumer complaint received 2025-10-30 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: WA

Complaint narrative:
I am writing to file a formal complaint against Chase, Chase Travel, XXXX an unresolved travel insurance claim undertheTrip Cancellation and Interruption Insurancebenefit provided with myChaseSapphire Reserve card. My claim, reference number XXXX, was submitted on XX/XX/XXXX, for two passengerswith atotalclaimamount of {$3100.00} ( {$1500.00} per passenger ), but only one passenger was paid. Despite repeated attempts to resolve this with Chase, the company has failed to provide the full payment or an adequate explanation for its inaction. I am seekingtheConsumer Financial Protection Bureaus assistance in compelling Chase to pay the remaining {$1500.00} owed for the second passenger. As per Chase 's Trip Cancellation and Interruption Insurance from Chase Sapphire travel protection : If trip is canceled or cut short by sickness, severe weather or other covered situations, Sapphire Preferred and Reserve cardmembers can be reimbursed up to {$10000.00} per covered traveler and {$20000.00} per trip for your pre-paid, non-refundable travel expenses, including passenger fares, tours and hotels. 

Account and Claim Details : Card : Chase Sapphire Reserve Claim Reference Number : XXXX Initial Submission Date : XX/XX/XXXX Claim Description : Claim for two non-refundable, non-transferable one-way airline tickets for passengers, XXXX XXXX and XXXX XXXX XXXX XXXX who were unable to travel due to both having medical emergency that prevented them from boarding their scheduled flight on XX/XX/XXXX. The attached medical reports highlight the specific medical situation for both the passengers. According to the Chase Sapphire Reserve Trip. Cancellation/Interruption Insurance policy , coverage extends to both the passengers. 
Travel Details : Flight from XXXX XXXX to XXXX on XX/XX/XXXX. Two one-way tickets, each costing {$1500.00}, for a total of {$3100.00}. 
Payment Status : - Total Claim Amount : {$3100.00} ( two passengers {$1500.00} each ) - Amount Paid : {$1500.00} for one passenger on XX/XX/XXXX - Amount Owed : {$1500.00} ( full payment for second passenger ) Chronology of Events : XX/XX/XXXX : Submitted the claim via the Chase portal to XXXX for two passengers - XXXX XXXX XXXX and XXXX XXXX, including supporting documentation for both. All documents were submitted through XXXX portal. 

XX/XX/XXXX : After 7 months of correspondence with the adjuster and submitting 50+ documents ( including credit card statements ), received payment of {$1500.00} for only one passengerdespite documentation clearly showing two passengers. I called Chase customer service immediately after receiving the notice of partial payment and was instructed to email XXXX requesting a secondary review. 

XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX : Based on Chases representatives recommendation, sent four follow-up emails to re-open the case for secondary review, detailing the entire situation on the email, highlighting the details about both the passengers, and requesting full payment for both passengers. No substantive response received either via email or during calls to representatives. 

Multiple Customer Service Calls : Made numerous calls ( averaging 30+ minutes each ) re-explaining the situation. Representatives consistently acknowledged documentation showed two passengers, confirmed the case would be reopened, and stated an adjuster would review and respond. The case was opened few times and closed without any correspondence.

Adjuster Communication : During these calls, I repeatedly requested direct contact with the adjuster to resolve the discrepancy. Was promised callback within specific timeframes. The adjuster never called.

Unilateral Case Closure : The case was closed by adjuster multiple times after re-opening without any communication or resolution. This happened at least 3 times since receiving partial payment on XX/XX/XXXX. 

Chase 's Position vs. Reality : Chase 's Claim : The adjuster stated the claim was submitted for only one passenger, which was paid, and therefore the case was closed. 

The Facts : My original claim submission on XX/XX/XXXX clearly included documentation for both passengers : XXXX XXXX XXXX and XXXX XXXX. Chase 's own customer service representatives repeatedly acknowledged during multiple phone calls that the submitted documentation showed two passengers. All supporting documents submitted ( including credit card statements, airline tickets, and medical documentation ) explicitly reference both travelers. Both tickets were purchased on the same transaction for {$3100.00} total from my credit card. The Contradiction : If Chase 's system only shows one passenger was submitted, this represents either : 1. Internal processing error on Chase 's part, or 2. Deliberate misrepresentation of the claim file Additional Concerns : 1. My documentation submitted to chase during claim filing clearly itemized the cost as {$1500.00} per passenger ( totaling {$3100.00} for both passengers ), yet Chase claims that system appears to show only {$1500.00} total. 
2. Despite multiple attempts to reach the adjuster, the adjuster never responded or provided any communication.

3. Despite the legitimacy of my claim and sending multiple emails for secondary review, Chase never recommended submitting a separate claim for the second passenger so that they can make the remaining payment.

3. I was asked by Chase representatives to send explanation regarding my case via emails for secondary review multiple times, specifically highlighting the details of the second passenger, yet provided no response or action on any of the emails sent. 

Conclusion : Regardless of the cause, the responsibility lies with Chase to correct this error and address the root cause of the problemnot to close the case and repeatedly ignore correspondence. 

Nature of the Complaint : My complaint concerns Chase 's bad faith handling of a legitimate claim through systematic avoidance and misrepresentation. Chase 's adjuster claims only one passenger was submitted, despite my original submission clearly documenting both passengers and despite Chase 's own customer service representatives repeatedly confirming they can see both passengers in the file. This discrepancy represents either a processing error Chase refuses to correct or deliberate misrepresentation to deny payment.

The situation has created an impossible cycle : customer service acknowledges the problem but can not resolve it, while the adjuster who can resolve it refuses all communication. Despite promises of callbacks and case reviews by customer service representatives, the adjuster has never contacted me, never requested clarification, and has unilaterally closed the case at least three times in the past six months.

Chase has already validated the legitimacy of this claim by paying one passenger, confirming the medical emergency was valid and documentation adequate. The same circumstances that justified payment for one passenger apply identically to the second passenger. Yet Chase continues to deny the second payment without any explanation.

After one year, 50+ document submissions, four ignored emails, and countless phone calls, Chase 's pattern of partial payment followed by administrative stonewalling constitutes bad faith claims handling in violation of insurance regulations requiring prompt and fair claim resolution. The continued refusal to process the second passenger 's claim is unacceptable. I kindly request your intervention to help resolve this matter and ensure the full payment of {$1500.00} is disbursed. 

Documents Attached - 1. Attaching the EMDs for both the passengers for which the claim was filed, although all the documents were provided earlier. Right from when the claim started, I have provided information for all the passengers including the necessary documentation.

2. Medical Documents for both the passengers, highlighting the medical reason due to which they could not board the flight on XX/XX/XXXX. 
3. Tickets Booking Confirmation From XXXX on XX/XX/XXXX for XX/XX/XXXX Flights. 
4. Statement from XXXX Customer Service that tickets are non-refundable and non-transferrable. 
5. XXXX Document stating no refund will be issued. Sent as proof to chase.

6. Claim approval document from Chase for {$1500.00} only.

7. Key email correspondence regarding secondary review requests ( XXXX XXXX ).

Company response to consumer: Closed with monetary relief