Consumer complaint received 2025-01-27 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: CA

Complaint narrative:
My issue is with Chase Card Benefits under the Chase Sapphire Preferred card, specifically the Travel protection benefit ( trip cancellation and interruption insurance ). For any trip cancellation and interruption benefit claims, Chase processes the claim through a 3rd party provider, XXXX  XXXX XXXX, which is a new claims processor since XXXX XXXX, XXXX. I am concerned that chase and XXXX  XXXX are making the claim process impossible and unreasonable, rendering the benefit not usable. 

After contacting Chase Card Benefits XXXX XXXX  XXXX XXXX times since early XX/XX/XXXX for my claim ( detail below ), they have failed to handle my claim properly and I am concerned that Chase is providing a false credit card benefit since XXXX  XXXX makes it impossible to claim any money back per the benefit given their mishandling of trip interruption claim cases ( i.e. changing the amounts requested by the claimant to an incorrect amount, improperly reviewing the documents I have provided, etc. ) and unreasonable documentation requests beyond the scope of what is required for the claim to a point where it is IMPOSSIBLE for a claimant to claim money back per the policy within reasonable timeframe and communication standards ( see below for detail ). 

Claim Amount : Around {$65.00} for XXXX hotel room nights Claim Timeline : XX/XX/XXXX : Called Chase Card Benefits to file travel interruption claim. Followed instructions per service person. 

( Side note : the chase card benefits website does not allow claimants to see the claim details I submitted regarding my claim situation - I can not open documents ( only file name is shown ) and I can not see the paragraph I wrote to explain my claim situation yet I am expected to keep providing more and more information without being able to review my full claim case. I also can not see what the current claim amount is - important because it sounds like my claim amount was changed by a claim person without confirming with me, but I can not confirm this or discuss my claim properly since I can not see it in the system - see below for more detail on this. ) Claim : I was traveling from XXXX, XXXX to XXXX, XXXX and there were multiple landslides with flash floods causing the XXXX XXXX XXXX between the two cities to be blocked due to the landslide. I was in a taxi for 20+ hours ( as were all the vehicles on the road stuck in a grid lock ) due to the landslide, as a result so I could not reach my hotel for the night for Day XXXX of this trip interruption incident. Additionally, I missed my flight as well on Day XXXX, so I could not reach my Day XXXX hotel. My hotel rooms are nonrefundable and non cancellable. My claim is for a total of around {$65.00} for Day XXXX and Day XXXX hotels. My airline ticket was booked by my boyfriend on his credit card so I can not claim any trip interruption benefits as it relates to my missed flight. 

Documents Provided : Hotel bookings on XXXX  and receipt for both hotels, Credit card statement showing the XXXX bookings, XXXX news articles from international news websites highlighting the landslide, detail about the claim situation similar to above, my claim amounts which is ~ {$65.00} in aggregate. 

XX/XX/XXXX : I received a letter from XXXX  XXXX for confirmation that travel arrangements were canceled by travel supplier, my travel itinerary, any unused tickets, and confirmation of covered travel expenses. 
Documents Provided : I provided my flight cancellation, my travel itinerary, and a supplemental information document indicating that I am only claiming the {$65.00} for the hotel rooms and indicated that the flight expenses is not claimable because it was booked by my boyfriend but you can see my name as a passenger on the flight cancellation receipt. 

XX/XX/XXXX : I received a letter from XXXX  XXXX with a long list of document requests including requests for documents that I have already provided and documents that are irrelevant to this claim ( i.e. airline ticket information because I did not book this on my credit card ). I included the document requests below - I had already provided my covered travel expenses, my documentation for the trip interruption, the cancellation policy is non refundable and shown on the hotel booking receipts, my monthly statement. 

Subsequently, I called XXXX  XXXX / Chase Card Benefits to find out what credit card statement they wanted because I had already provided it. The service agent on the line said the claim notes say that I provided a screenshot of my statement and it is cut off. I responded that I had uploaded my full statement. The service agent looks at the document and confirms that I did indeed provide my full statement and then goes to say my statement is incorrect because it does not show the hotel bookings. I then point out the hotel bookings that say XXXX  - [ hotel name ] with part of the hotel name cut off because that is the line item that Chase shows on the credit card statement for the booking but the amounts match exactly. The service agent goes on to debate with me that the line item doesn't say the hotel name fully and I respond with " I do not control what the credit card line item for the hotel booking shows ''. Finally, the agent acknowledges that she sees the hotel booking line items that match the amounts of my claim. Afterwards, the agent goes on to say my claim amount is incorrect at around {$160.00} - I respond that I am confused with the amount she is saying because I had clearly written the claim amount of {$65.00} and the system or a claim agent must have changed it because I did not change it. The agent then tells me they will let the claim agent know that I am only claiming for {$65.00}. The agent then asks me about the missed flight and I let them know that it is NOT a claimable expense because my boyfriend booked it, so the agent responds that might have been the reason for the claim to be INCORRECTLY adjusted to {$160.00} even though I had included a supplemental information document explaining that the flight is not a claimable expense because I did not book it. Afterwards, the agent tells me they will relay this information to the claim processor and that I should ignore automatic emails from Chase that requests for these documents until after the first week of XX/XX/XXXX when I should hear back from the claim agent. 

[ The document requests are : Confirmation that the travel arrangements were cancelled with the Travel Supplier ; Confirmation of covered travel expenses incurred by the Covered Traveler ( such as non-refundable amounts charged by the Travel Supplier ) ; Your Travel Itinerary ; Any unused vouchers, tickets, or coupons from the XXXX  XXXX ( such as planes, trains and cruise ships ) ; Documentation confirming the reason for Trip Cancellation or Trip Interruption ( e.g., medical documents, death certificate, etc. ) ; Copies of the cancellation or refund policies of the Travel Supplier ( such as a travel agency, tour operator, XXXX  XXXX, Provider of Lodging, rental car agency, Rented Recreational Vehicle Provider, or commercial recreational excursion provider ) ; Other - Monthly Billing Statement showing Flight purchased, date, amount, XXXX  XXXX ; Other - XXXX  XXXX Settlement ; Other - Rescheduled Travel Itinerary ; Other - Additional Insurance Coverage ( if purchased ) - ( if not purchased ) provide a Written Statement, Cardholder signature, date, statement of no purchased travel insurance or other coverages. ] XX/XX/XXXX and XX/XX/XXXX : I receive the same letter as XX/XX/XXXX with the long list of document requests including numerous document requests for documents I had already provided. At this point, I am reaching out to CFPB for help rather than continuing to call XXXX  XXXX to no avail because I have already provided the documents requested and called in to explain the situation. I am happy to provide necessary documents to process this claim but not a long list of documents that are irrelevant to the claim and having my claim amount be incorrectly adjusted due to incompetence of the agents and even after my attempt to provide XXXX  XXXX with the correct information, they still ignore and fail to process my claim after my phone conversation with an agent on XX/XX/XXXX. At this point, I think it is an unreasonable amount of communication, incorrect document requests, and incorrect false claim edits by XXXX XXXX when I had already called in to correct it.

Company response to consumer: Closed with monetary relief