Consumer complaint received 2025-05-14 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: GA

Complaint narrative:
Subject : CFPB Complaint Mishandling of Trip Interruption Claim by Chase and Its Benefits Administrator ( Claim # XXXX ) To Whom It May Concern, I am filing this formal complaint against Chase Bank USA , N.A., for its failure to properly administer a Trip Cancellation and Interruption insurance benefit attached to my Chase credit card. This benefit is underwritten by XXXX XXXXXXXX XXXX and administered by XXXX XXXX Assistance, but it was explicitly offered as part of Chases cardholder protection program and is marketed and represented by Chase as a core benefit of card membership. 

On XX/XX/year>, I submitted Claim No. XXXX, seeking reimbursement for non-refundable travel and emergency-related transportation expenses incurred after a life-threatening medical event required hospitalization and emergency XXXX for a covered traveler during an international trip. Despite submitting all required documentation, the claim was only partially approved in the amount of {$750.00}, while XXXX ( {$990.00} USD ) in unused airline tickets and XXXX ( {$95.00} USD ) in medically necessary transportation were improperly denied. 

What is more concerning than the denial itself is the grossly inadequate process by which this decision was made. At no time did any representative from Chases benefits administrator reach out to clarify, request additional documentation, or confirm submission issuesdespite the policys stated duty to evaluate claims fairly and thoroughly. 

When I called for clarification on XX/XX/year>, I spoke with a representative named XXXX, who informed me that adjusters are too busy working on wildfire cases and therefore do not have time to call customers. This admission reflects a systemic failure to properly administer the benefit program in accordance with both contractual terms and the standards of good-faith consumer service. 

Furthermore, when I requested a second review/appeal, I was instructed to send an email to XXXX in lieu of submission via Chase 's e-portal. When I raised valid concerns about email file size limitations preventing full submission of documentation, I was told to just make it fit, without being offered any alternative upload method, escalation channel, or secure platform. This conduct obstructs the claims process, undermines my right to fair consideration, and reflects negligent administration of an insurance benefit promised by Chase as part of my cardholder agreement.

As a Chase cardholder who has never previously invoked this benefit, I acted in good faith, expecting professionalism and support during a stressful and costly medical emergency abroad. Instead, I received dismissive treatment, delayed and partial reimbursement, and no clear path for fair resolution. Chase continues to market these insurance protections to cardholders while allowing its benefits administrator to mishandle claims and deny legitimate expenses without proper review or communication. 

Accordingly, I request that the CFPB : -Investigate Chase Banks administration and oversight of its Trip Cancellation and Interruption benefit programs ; XXXX XXXX and its benefit partners to reprocess my appeal fairly and promptly, including the full {$1000.00} USD in additional expenses ; -Ensure Chase implements a XXXX and accessible document submission process for customers facing emergencies ; XXXX whether XXXX is engaging in XXXX or misleading marketing practices by advertising travel insurance benefits that are practically inaccessible. 

All supporting documentation, including the original and appeal letters, claim details, and call summary with the representative, are available upon request. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX Phone : ( XXXX ) XXXX Email : XXXX Claim No : XXXX

Company response to consumer: Closed with monetary relief