Consumer complaint received 2026-02-20 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: VA

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint against Chase Bank regarding my experience with a travel insurance claim filed XXXX weeks ago. I believe Chase is already acting in bad faith, failing to honor the benefits advertised with my Chase Sapphire Reserve card, and engaging in obstructionist tactics to avoid paying a valid claim. 

Background of the Issue I hold a Chase Sapphire Reserve credit card, which includes trip delay reimbursement as a stated benefit. I used this card to book a flight through the Chase Travel portal for a trip to XXXX XXXX. 

My return flight ( [ Flight Number ] ) on [ Date of Flight ] was severely delayed by XXXX full days, leaving me stranded in XXXX XXXX and incurring significant unexpected costs for lodging, food, and other necessities. 

Chronology of the Claim Process Initial Filing : I filed a claim ( [ Your Claim Number ] ) for trip delay reimbursement XXXX weeks ago, immediately upon my return and well within the required timeframe. 

Lack of Action : Since filing, the Chase Benefits team has taken no proactive steps. I have had to initiate contact repeatedly just to ensure the claim was being processed at all. 

Excessive and Repetitive Document Requests : Over the past XXXX weeks, the claims department has repeatedly asked for more documentation. I have complied with every request and promptly provided all the information I have. 

Current Impasse : The claim is now being held up by a request for a specific document from the airline detailing the exact reason for the two-day delay. I have provided the documentation I received from the airline, but it was deemed " not good enough '' by the benefits team. When I contacted the airline directly, they informed me that they are unable to provide any further documentation regarding the incident. 

Internal Contradiction : Critically, my flight was booked through Chase 's own travel agency via their portal. Their agents and internal systems should have access to the flight information and the reason for the delay. It is unreasonable to place the burden of proof entirely on me when they are a party to the original booking. 

Poor Customer Service : Every time I call for a status update, the representatives are evasive and seem trained to obstruct and delay rather than assist. 

Conclusion Chase has created an impassable bureaucratic loop in a very short amount of time. They are requesting a document that I can not obtain, and which their own travel division should be able to verify. This feels like a deliberate strategy to avoid honoring the travel insurance benefits that were a major incentive for getting the Chase Sapphire Reserve card. Their behavior goes against the promises they make to their customers. 

I have acted in good faith, been patient, followed all instructions, and provided all possible documentation. Chase 's conduct has been unreasonable, unfair, and obstructive from the very beginning.

Company response to consumer: Closed with monetary relief