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CSP & CSR Trip Cancellation/Delay Insurance Issues/Comments (2016 - 2019)

CSP & CSR Trip Cancellation/Delay Insurance Issues/Comments (2016 - 2019)

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Old Jan 23, 20, 2:39 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
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Overview
Many Chase cards, including Sapphire Preferred and Reserve and MileagePlus Explorer, come with three different kinds of travel protection:

Trip Delay: This reimburses you for incidental expenses if your travel is delayed, for example by weather, mechanical, or missed connection. It only covers new expenses such as hotel, local transit, taxis, meals, toiletries, clothes, etc. that are caused by the delay. It does not (usually) cover the cost of onward travel or any pre-paid expenses. Max: $500

Trip Cancellation: This reimburses you for travel expenses (tickets, hotels) you have to cancel because of covered reason (illness, etc.). It only covers pre-paid expenses, not new expenses. If you re-use your old tickets, it covers the change fee (but not fare difference). Max: $10,000 for CSR/CSP, $1,500 for MPE

Trip Interruption: This is similar to Trip Cancellation, but reimburses you for travel expenses (tickets, hotels) you have to cancel because you cut your trip short for a covered reason (illness, etc.). It mostly covers pre-paid expenses, not new expenses. Exceptions: If you re-use your old tickets, it covers the change fee (but not fare difference); it covers charges to return rental cars early to a different location; and covers up to $250 to get to/from the airport or medical facility. Max: $10,000 for CSR/CSP, $1,500 for MPE

No coverage on the Chase cards will pay for new expensive tickets home.

How to file a claim:
- go to http://eclaimsline.com/ , or
- call 1-888-675-1461

Guide to Benefits:
Read it! CSR - CSP

Trip Delay FAQ and experiences

This reimburses you for incidental expenses if your travel is delayed, for example by weather, mechanical, or missed connection. It only covers new expenses such as hotel, local transit, taxis, meals, toiletries, clothes, etc. that are caused by the delay. It does not (usually) cover the cost of onward travel or any pre-paid expenses. Max: $500

How long does the delay have to be? 6 hours for CSR, 12 hours for CSP and MPE, check your guide to benefits for other cards. Also kicks in if the delay is "overnight".
Are delays because of weather and mechanical problems covered? Yes.
Who is covered? Only you, your spouse, your dependent children under 22. For large meals (multiple main courses), people have been asked what portion of the meal was consumed by covered travelers.
Does it cover Authorized Users? Apparently yes, as long as their name is "embossed on the card", as well as their spouse and dependent children.
I bought reward tickets but paid taxes/fees with my card, am I covered? Yes.
I bought reward tickets with Chase UR points, am I covered? Yes.
Do I have to buy the flight that is delayed with the Chase card? Yes.
Do I have to use my Chase card to purchase hotel/meals/etc. I am hoping to have covered? No, you can use any card, or cash. Just keep your receipts.
Does the travel have to be round trip? Yes, but your ticket does not have to be. You must depart from your place of residence and return to your place of residence within 1 year. The round-trip travel can involve different tickets on different carriers, open jaws, etc.
Does it cover alcohol? Recent reports indicate yes; some older reports of alcohol being denied.
Does it cover tips? Recent reports indicate yes, up to 20%; some older reports of tips being denied.
My airline is offering a voucher for a hotel, but I skipped the voucher line and booked my own hotel. Am I covered? Reports point to yes, as long as you did not actually take the airline up on their offer.
Rather than staying in a hotel, I'd rather rent a car / buy a walk-up fare on another airline. Will this be covered? Mixed reports. In general this coverage is meant for expenses incurred during a delay, not onward travel.
How do I show the reason for the delay? The coverage requires a statement from the carrier indicating the cause of the delay. If your document doesn't state the cause of the delay, it probably will not work. One possibility is to get a military excuse while at the airport; another is to screenshot the carrier's website or app if it shows the cause. You can also write after the fact to get a delay letter: United: [email protected] , Delta , American. Make sure to request that the delay letter state the cause of the delay. For other carriers contact their main customer service.
Am I covered if my flight is cancelled and I am rebooked on a later flight? Yes
Am I covered if my flight is slightly delayed and I miss my connection, causing a longer delay? Yes
Am I covered at my home airport? Maybe. This report of someone being covered after appeal for hotel in Newark when EWR flight was delayed, lives in NJ but not Newark. Guide says "You are not covered for any Covered Hazard delay that was made public or known to you prior to the departure for the Covered Trip [a period of round-trip travel (meaning departing from and eventually returning to your primary residence) that doesnít exceed three hundred and sixty- five (365) days away from your residence to a destination other than your city of residence.]".
I was delayed on my outbound and claimed $500. Now am I delayed on my inbound. Am I covered? One report on this thread of two reimbursements for two different delay incidents on a single ticket. Chase says "per trip" on the phone, but Guide says "per ticket". So a round-trip ticket may not cover two delays, but two one-ways could. Need more data on this.

Experiences:

  • 01/2014 - Delayed in MSP overnight due to mechanical issues. ~$300 for Hotel Ivy downtown, meals, and ground transportation covered with no issues. Benefits applied to AMEX FHR. Claim processed within 1 week. [Full Report]
  • 02/2014 - Flight was cancelled due to weather; booked Amtrak with points, which was then delayed because of downed electrical wires; rented a car and drove home. Used print out from flightaware.com to show flight was cancelled, claimed non-points dollar amount for Amtrak ticket, got Chase (not insurance) to request receipts from vendors that weren't saved by OP. All was covered. Full report
  • 04/2014 - Delayed in DTW overnight due to crew member time-out. ~$400 for DTW Westin and meals covered with no issues. Claim processed within 1 week. Full Report
  • 07/2014- Delayed in MSP overnight due to weather at destination. Booked Marriott Mall of America for $120, and meals for 3 and a shirt were all covered. Recommend keeping new and old boarding passes.
  • 12/2014 - Trip delay in WAS (flight was delayed because of MX causing misconnect and overnight. Reward flight with taxes+fees on Chase card. OP + wife were covered $632 for a for a room, dinner, and taxi roundtrip from the airport. Gratuity was not reimbursed and could not convince them to after a phone call. Hotel Was $380 after tax and this was not a problem.
  • 07/2016 - Delayed in YYC overnight due to mechanical problems. Claim paid out ~$300. Full report.
  • 7/2017 - Delayed in EWR due to thunderstorms. ~$390 for hotel, uber, meals. Claim processed within a week, no issues. Full report.
  • 9/2017 - Delayed in EWR due to Harvey. ~$499 for hotel, ubereats. Claim processed in 7 business days
  • 1/2017 - $625 covered on two tickets on JetBlue award flight with taxes+fees on Chase in FLL. Missed connection due to Mx. Incl. $65 at Walgreens, r/t uber to hotel, uber home, $265 hotel, $180 meal. Tax, tip, and alcohol covered.
  • 06/2017 - $258 covered for overnight delay hotel/dinner. Did not cover $50 to pick a seat on next day's flight. Full report
  • 08/2017 - covered during ATC equipment failure leading to cancelled flight
  • 08/2017 - covered with flightaware showing delay, no direct statement from carrier. Booked dummy return flight on Southwest to 'comply' with r/t requirement.
  • 12/2017 - covered for forced overnight due to ATL "Power Outage". Entire ticket, including taxes, was paid for using Ultimate Reward points through my Reserve account. There was no credit card charge showing on my account.
  • 1/2018 - covered for $500 including hotel tips, a drink, and minibar snacks w/ no receipt (but showed credit card statement with purchases listed)
  • 1/2018 - covered rental + gas to drive to int'l gateway when feeder flight was cancelled.
  • 3/2018 - covered int'l phone calls, roaming cell phone data (submitted phone bill), storage locker, and hotel.
  • 4/2018 - covered hotel, meals/snacks, cold medicine, Uber ground transport for overnight due to weather. Award ticket with taxes/fees on CSR.
  • 5/2018 - covered $250 in hotel, uber, two meals after missing a connection in a "painless but slightly drawn out" process. Had to request a different delay letter because first one didn't state cause of delay. Total turn-around time 40 days including re-requesting delay letter.
  • 11/2018 - covered $300+ in hotel, 2 Ubers, 3 meals; did not cover seat charge or Uber home; originally booked with UR points (no CC charge)
  • 7/2019 - covered $400+ in hotel, rental car, 3 meals, clothing/toiletries for me, wife and son for 24 hour delay; award tickets with taxes/fees in CSR.

(A previous thread that dealt with travel delay compensation has been closed and all future issues with travel delays & cancellations will be handled here. The last 4 posts from that thread have been merged into this one. The closed thread can be found here.)

For one overview of when you're covered and how to file a claim, read this blog post. The Milewriter @ Saverocity compiled a lot of information from this thread, and thanks all the contributors.

Trip Cancellation / Trip Interruption

This reimburses you for travel expenses (tickets, hotels) you have to cancel or interrupt because of covered reason (illness, etc.). It only covers pre-paid expenses, not new expenses. Max: $10,000 for CSR/CSP, $1,500 for MPE

Trip Interruption only covers a few new expenses: If you re-use your old tickets, it covers the change fee (but not fare difference); it covers charges to return rental cars early to a different location; and covers up to $250 to get to/from the airport or medical facility and from the airport to your home.

What are covered reasons? Illness or injury or death (with documentation) of you or family, severe weather, change in military orders, terrorism, jury duty or subpoena, uninhabitable dwelling, quarantine, or if your travel supplier goes bankrupt. Pre-existing medical conditions are not covered.
Who is covered? CSP/CSR: Extended family: You, your Spouse or Domestic Partner and their children, including adopted children or step-children; legal guardians or wards; siblings or siblings-in-law; parents or parents-in-law; grandparents or grandchildren; aunts or uncles; nieces or nephews. MPE: You, spouse/domestic partner, dependent children.
Does it cover Authorized Users? Apparently yes, as long as their name is "embossed on the card", as well as their extended family / immediate family depending on the card.
I bought reward tickets but paid taxes/fees with my card, am I covered? Yes.
I bought reward tickets with Chase UR points, am I covered? Yes.
Do I have to buy the travel arrangements with my card to be covered? Apparently now this is "yes", you have to pay for "some portion" of each travel arrangement (hotel, flight, etc.) for that arrangement to be covered.
What kinds of pre-paid travel arrangements are covered? "airline tickets, train tickets, bus tickets, prepaid tours, hotels, and rental cars."
What kinds of pre-paid travel arrangements are not covered? "Event Tickets or prepaid fees to theme parks, museums, golf courses, or other points of interest"
I got ill during a trip and had to buy really expensive tickets to fly home. Will I get reimbursed? No. If you can't use your original tickets, this will reimburse you for those -- but new tickets are on you. If you change your original tickets, this will cover the change fee only. It does not pay for fare difference or new tickets. It will pay up to $250 to get you to/from the airport or train station, medical facility, and to your residence after you land at your home airport.
I got ill and need to cancel my trip / return early. What documentation do I need? Generally a letter from a physician or other medical person. There is a special claim form for the doctor to fill out but a sufficiently detailed letter from the doctor can work too.
Does the travel have to be round trip? Yes, but your ticket does not have to be. You must depart from your place of residence and return to your place of residence within 60 days. The round-trip travel can involve different tickets on different carriers, open jaws, etc.
My flight was cancelled. Am I covered? Probably not. Only if it was cancelled due to weather or transit strikes, and only if you didn't get reimbursed by the carrier. However, see Trip Delay above.
I cancelled my trip and the airline has given me one year to use my tickets, but I can't use them. How do I get reimbursed? Several reports indicate that you must wait for the unused tickets to expire, then file another claim. You can get the change fee covered right away. Other reports say if you demonstrate you won't use the tickets, they'll cover full amount right now. YMMV.
Am I covered if I'm taking a road trip, with no flights or common carrier? Yes. However the online claim form requires flight info; just fill it out with dummy flights and explain your other documents that there was no common carrier.
I am pregnant and no longer want to travel. Am I covered? Maybe. Generally, unexpected complications with non-IVF pre-26th week single pregnancies are covered. Non-IVF multiple pregnancies (twins, triplets) are not covered unless you get pregnant after purchasing your tickets. IVF pregnancies are not covered. The guide says you are not covered for "Travel arrangements that are scheduled to take place after the twenty-sixth (26th) week of pregnancy; or when any multiple pregnancy, with or without complications, occurs prior to the initial deposit date or booking date of the Trip; or any pregnancy associated with an assisted reproductive program, such as in vitro fertilization"
There is civil unrest at my destination, am I covered? Maybe. Generally you are covered if there is a Terrorist Incident or State Dept travel warning during your trip (Trip Interruption) or in the 30 days leading up to your trip (for Trip Cancellation) for within 25 miles of any place along your trip itinerary or your home, as long as the incident or warning didn't happen before you booked your tickets. Not covered is "War, undeclared war, civil war, insurrection, rebellion, revolution, warlike acts by a military force or personnel". Also not covered is "Trips booked to any area known to be associated with Terrorist Activity" (meaning multiple Terrorist Incidents or travel warnings in 12 months) and "disinclination to travel due to civil unrest [or] an epidemic or pandemic".

Experiences:
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Old Jun 9, 19, 2:52 pm
  #1036  
formerly smoaky
 
Join Date: Jan 2018
Posts: 253
Stuck overnight in DFW on award ticket connecting here. Paid taxes and fees with csp. Can I book any hotel room I want? Do I have to pick the cheapest? I'm eyeing one but it's nearly $400.
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Old Jun 9, 19, 3:27 pm
  #1037  
 
Join Date: Dec 2017
Posts: 1,108
Paid the taxes with the card, that’s what the insurance coverage is for.
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Old Jun 9, 19, 3:29 pm
  #1038  
formerly smoaky
 
Join Date: Jan 2018
Posts: 253
Originally Posted by thunderlounge View Post
Paid the taxes with the card, thatís what the insurance coverage is for.
Great. Never used it before so wondered if I had to cap my hotel to cheapest or anything like that.
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Old Jun 9, 19, 3:33 pm
  #1039  
 
Join Date: Dec 2017
Posts: 1,108
Keep within reason and they won’t fight you. I’ve done that at DFW before and didn’t have a problem. It takes a minute to get reimbursed, but you will get your credit. Of course that’s not a 100% guarantee, nothing is ever certain, but you should be just fine.
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Old Jun 9, 19, 5:44 pm
  #1040  
formerly smoaky
 
Join Date: Jan 2018
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Originally Posted by thunderlounge View Post
Keep within reason and they wonít fight you. Iíve done that at DFW before and didnít have a problem. It takes a minute to get reimbursed, but you will get your credit. Of course thatís not a 100% guarantee, nothing is ever certain, but you should be just fine.
Thanks. And it doesn't complicate things that I changed the connecting flight a few days ago (for free), which ended up being cancelled? It's the same itinerary and route and ticket etc. Just realize the itinerary as issued/cancelled won't match the one I got on the day of the charge. Hah it better as I'm already enjoying the view (and jet fumes) at this hotel.
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Old Jun 10, 19, 9:13 am
  #1041  
 
Join Date: Sep 2014
Posts: 1,989
Originally Posted by smoaky View Post
Thanks. And it doesn't complicate things that I changed the connecting flight a few days ago (for free), which ended up being cancelled? It's the same itinerary and route and ticket etc. Just realize the itinerary as issued/cancelled won't match the one I got on the day of the charge. Hah it better as I'm already enjoying the view (and jet fumes) at this hotel.
Shouldn't be a problem, you should have something to show (1) the originally booked ticket (2) the changed ticket, before irrops, with same reservation number [or some other way showing they are linked] (3) a delay letter including the cause of the delay [they have been sticklers about this, see wiki] and (4) the itinerary or boarding passes for what you actually flew.

It's just a $500 cap, you don't have to minimize each expense as long as they are within reason. Being able to book the expensive airport hotel instead of schlepping on a shuttle to a cheap motel 30 minutes away is kind of the whole point of the insurance, if you ask me.
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Old Jun 10, 19, 9:40 am
  #1042  
formerly smoaky
 
Join Date: Jan 2018
Posts: 253
Originally Posted by threeoh View Post
Shouldn't be a problem, you should have something to show (1) the originally booked ticket (2) the changed ticket, before irrops, with same reservation number [or some other way showing they are linked] (3) a delay letter including the cause of the delay [they have been sticklers about this, see wiki] and (4) the itinerary or boarding passes for what you actually flew.

It's just a $500 cap, you don't have to minimize each expense as long as they are within reason. Being able to book the expensive airport hotel instead of schlepping on a shuttle to a cheap motel 30 minutes away is kind of the whole point of the insurance, if you ask me.

Thanks. Should be able to come up with all that. Appreciate the run down.

Now I probably shouldn't get greedy and take a voucher for an even later flight today. Imagine that would complicate things! Though it's unrelated, really...
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Old Jun 10, 19, 9:49 am
  #1043  
 
Join Date: Sep 2014
Posts: 1,989
Originally Posted by smoaky View Post
Thanks. Should be able to come up with all that. Appreciate the run down.

Now I probably shouldn't get greedy and take a voucher for an even later flight today. Imagine that would complicate things! Though it's unrelated, really...
As long as you have itin / boarding passes for the flight you were put on because of irrops...I don't see that the insurance has any way of checking that you actually boarded that flight, and if they magically could I don't see that that would invalidate the coverage because you were delayed overnight because of weather, those expenses are covered. If you are later delayed voluntarily I don't see how that affects anything.

I would not, as a moral consideration, make a claim for any expenses after the flight you were booked on because of irrops (i.e. don't claim any meals or anything after the flight you VDB off of).
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Old Jun 10, 19, 9:58 am
  #1044  
formerly smoaky
 
Join Date: Jan 2018
Posts: 253
That makes sense. I agree on billing, and so far have just bought a few snacks. Am really happy just to have a nice hotel.

My concern was that when I request a letter from the carrier with regard to the overnight delay they might mention the voucher. But if not, then there's no problem as far as I can tell. It seems like a separate matter.
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Old Jun 15, 19, 10:23 pm
  #1045  
 
Join Date: Jun 2019
Programs: CSR
Posts: 1
Lightbulb Trip Cancellation but no physician consulted

Hello Everyone

Need some suggestion here.
I had booked a return trip for my wife and myself. However, just a day before the trip my wife fell ill. It was not so severe that we had to go to the doctor, but serious enough to rest and take medicines - basically we treated regular cold and flu with OTC medication.

We could just push the trip for a few days but we ended up canceling the trip and booking another a few days later. Now, while filing a claim for this trip cancellation, the CSR claims website had a category for "Undocumented Illness". I thought that's the correct category since we didn't have anything else as proof apart from Walgreens receipts. Now, the claims team wants the physician's statement. I don't have any.

Has anyone been in this kind of situation? What really appreciate some suggestions. I hope I am not the only one who would have had to cancel a trip because of illness without the doctor saying so.

Thanks
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Old Jun 15, 19, 10:28 pm
  #1046  
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Originally Posted by r_chandra View Post
Hello Everyone

Need some suggestion here.
I had booked a return trip for my wife and myself. However, just a day before the trip my wife fell ill. It was not so severe that we had to go to the doctor, but serious enough to rest and take medicines - basically we treated regular cold and flu with OTC medication.

We could just push the trip for a few days but we ended up canceling the trip and booking another a few days later. Now, while filing a claim for this trip cancellation, the CSR claims website had a category for "Undocumented Illness". I thought that's the correct category since we didn't have anything else as proof apart from Walgreens receipts. Now, the claims team wants the physician's statement. I don't have any.

Has anyone been in this kind of situation? What really appreciate some suggestions. I hope I am not the only one who would have had to cancel a trip because of illness without the doctor saying so.

Thanks
Welcome to FT. Unfortunately you do not have a legit claim.. Colds don't qualify. You need a doctor's statement recommending that you not travel. Sorry.

Also, read the wikipost at the top of the page for more data points.

Last edited by philemer; Jun 15, 19 at 10:38 pm
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Old Jun 15, 19, 10:52 pm
  #1047  
 
Join Date: Sep 2014
Posts: 1,989
Originally Posted by philemer View Post
Welcome to FT. Unfortunately you do not have a legit claim.. Colds don't qualify. You need a doctor's statement recommending that you not travel.
Well I'm not sure that colds don't qualify. The important thing is you need medical documentation of some kind. If you have a primary care doctor you could try calling them to see if they'd supply a note post facto.
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Old Jun 16, 19, 2:24 pm
  #1048  
 
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I had to cancel and redeposit two UA award tickets for my wife recently due to a death in the family. The taxes were paid with her MPE and based on experiences here it sounds like the redeposit fees will probably be covered. These tickets also had $75 close-in booking fees. Does anyone have experience with whether that fee would be covered by the cancellation benefit?
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Old Jun 19, 19, 1:30 pm
  #1049  
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I seem to be getting the runaround re cancelled UA tickets and I am wondering, if somebody has any experience.
After submitting multiple docs (incl. medical info from Dr.) they specifically are still asking

1) Copy of Travel Supplier's Cancellation or Refund Policies
2) Verification from common carrier on their letterhead re any refunds or credits provided for future travel.

Re 1) What would be appropriate to send in? Sofar I submitted copies of the tickets stating nonrefundable/nonchangeable at the bottom;
Maybe send them a link to the Contract of Carriage?

Re 2) I did get a letter from UA via email stating that tickets were nonrefundable and not reimbursed ..... ?? ......

Any help is greatly appreciated. TIA!
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Old Jun 19, 19, 1:38 pm
  #1050  
mia
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Many "non-refundable" tickets are usable for another flight on payment of a change fee, and the airline will issue a credit which expires in a year from the original ticketing date. It sounds as if you need to apply for a refund and submit the rejection, so that they can see if you have a credit.

United's refund policy is here:

https://www.united.com/ual/en/us/customer/refund > click Refund Policies on the top bar.
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