Here's the timeline of events for my successful claim--

4/25 I cancelled my trip which was scheduled to start 4/27, due to gf's urgent medical condition. I called Chase 's customer service to start the claim. The rep said I should cancel everything I could, and emailed me the claim form. Claims can also be started at https://www.eclaimsline.com/ I reviewed the cancellation policy at https://www.chasebenefits.com/sapphirereserve

I cancelled online for American Airlines. My three hotels had been booked through Chase 's travel portal using a combination of UR points and cash. I was unable to cancel these online because they were nonrefundable. I called Chase and the first rep I spoke to was a total ....., saying that I can't cancel a nonrefundable hotel, and disconnected me when I asked to be transferred to a supervisor. Called back, next guy was awesome and sent me immediate cancellation confirmation for two of the three hotels. For the third, he called the hotel in Spain while I waited. The hotel would not cancel so he was unable to send me any notice.

5/11 I gathered PDFs of doctor's note, hotel reservation emails showing cost and the fact that they were nonrefundable, train ticket receipt with cancellation policy, and AA ticket email with cost and cancellation policy. I submitted these via email along with the completed claim form. The claim form has a section for the doctor to fill out. You can see it here http://mommypoints.boardingarea.com/...ng-chase-trip-...

5/19 Card Benefit Services emailed asking for copies of cancelled hotel reservations and verification from AA of travel credit. I emailed the cancelled reservation notices I had received from Chase. AA provided email confimation that the tickets had value for 1 year from purchase, but would have $200 change fee each. I explained that one of my hotels refused to cancel and so I could provide no further documentation for that one.

6/2 got email saying that payment was processed, and that a check would arrive in 7-10 days. Email also said that if I were unable to use AA travel credit, I would be reimbursed.

6/10 received check with a letter stating that this payment was the final satisfaction of the claim and that no further benefits would be paid.

6/12 I called and spoke to a friendly rep who said that unused AA travel credit, as well as the change fees, would be reimburseable as new claims.

Total payout was about $2300, which included actual cash value of UR points. They did not fight me on anything, and actually reimbursed about $100 more than I had requested (due to exchange rate differences, I guess). I was pleasantly surprised at how easy the process was. Based on this experience I'll be downgrading my CSR to CSP when the year's up and booking all future travel on it. CSP has the same coverage.