Consumer complaint received 2019-10-18 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
In regards to XXXX & Chase Card Services : Can someone tell me what's the point of having this company as travel insurance? From my understanding the point of travel insurance is to protect a travel purchase/investment from an unforeseen issue. Well if that's the case please ditch this company and find someone more reliable who will step in and actually pay you back your lost investment when things get messy or out of hand between other vendors and third parties.This is an absolute scam, a disservice to the customers they're supposedly serving, and puts the insurance industry in a more negative light than it already is in. 

I advised on XXXX / XXXX XXXX XXXX about a trip cancellation request in regards to a medical issue and proceeded as expected : I uploaded medical documents, made notations of my fare, and provided all necessary correspondence between the travel agent ( FlightsMojo ) and the common carrier ( SQ ). XXXX then suggested I reach out to both the airline and travel agent and request what documentation is needed. Both parties said differing statements and both can hardly speak a lick of English. And why am I reaching out? I'M LITERALLY DOING YOUR WORK FOR YOU. THIS IS YOUR JOB NOT MINE! 

The problem only got much worse when XXXX repeatedly asked for an updated medical document from my physician 's office to which I complied. And then they asked for an updated medical document with a fancy signature and a stamp ... and another one with nicer handwriting.. to the point where they were just beating around the bush to hope the situation drops. It's clear to see they  don't want to comply with the situation because they would be losing money on the ticket sale hence the repeated use of asking for new medical documentation. 

XXXX 's clause of " Did you attempt to reach out for refunds or credits? '' is an absolute joke because clearly I did and have provided the documents ad nauseum but the third party here is avoiding the situation to not lose their profit. This travel insurer should've stepped in and solved the issue directly by providing a refund for the airfare based on the travel agent 's reluctance to cooperate given the excessive requests. When the claims examiner makes useless statements like " ... after all sir we are just a secondary travel insurance provider and there's nothing we can really do '' is an insult equivalent to rubbing salt in the wound. Way to be more of the problem than the solution. 


If you have XXXX with your Visa XXXX or other travel based credit card please stay away from using this insurer. I was super optimistic about this perk with my Chase Sapphire Reserve but  now have found it to be absolutely worthless. I've heard the insurance on XXXX XXXX is better but I'll have to see for myself. This company is without a doubt useless and scammy and is in dire need a class action lawsuit against them.

Company response to consumer: Closed with monetary relief