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

Old May 17, 2017, 6:45 pm
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: threeoh
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 doesnt 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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CSP & CSR Trip Cancellation/Delay Insurance Issues/Comments (2016 - 2019)

Old Oct 12, 2019, 2:40 pm
  #1186  
 
Join Date: Feb 2013
Programs: Hyatt Globalist, MLife Gold, Marriott Gold, HHonors Gold, Caesars Diamond, Amex Plat
Posts: 5,891
We are in NOLA and our car is stuck in an independent parking garage bc next to the Hard Rock Hotel collapse. First two nights on points, third night revenue. Our Chase card has not been charged yet for last night. Looks like we may be stuck here an extra night or 2 without access to our vehicle. Should I go ahead and have hotel charge last night to trigger trip interruption coverage? Would we even be covered for something like this? Parking paid for with a different card.
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Old Oct 12, 2019, 2:43 pm
  #1187  
mia
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Originally Posted by Stgermainparis
.....Chase card has not been charged yet for last night.....
No pending charge from check-in?

Personal car or rental?
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Old Oct 12, 2019, 3:02 pm
  #1188  
 
Join Date: Feb 2013
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Originally Posted by mia
No pending charge from check-in?

Personal car or rental?
Personal car. Pending charge for award stay went on default card on account, which is a Chase Marriott. Revenue stay isnt till tomorrow night; was planning to use CSR. Parking manager said could be Tuesday or later before we can get car.
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Old Oct 12, 2019, 3:23 pm
  #1189  
mia
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Originally Posted by Stgermainparis
Personal car. .....
I would start with personal auto insurer if you have Comprehensive coverage. Our (State Farm) policy has a provision called Car Rental and Travel Expenses Coverage: Travel expenses coverage pays for meals, lodging and transportation if your vehicle is disabled in an incident covered by your comprehensive or collision insurance more than 50 miles from your home. The key here seems to be that the incident must be covered by Comprehensive. It seems straightforward that it would be if the car is damaged. I think "inaccessible" could be covered by "disabled", but my opinion doesn't matter.

Is the CSR travel delay coverage superior to the Marriott card's benefit (if any)?
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Old Oct 12, 2019, 3:29 pm
  #1190  
 
Join Date: Feb 2013
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Originally Posted by mia
I would start with personal auto insurer if you have Comprehensive coverage. Our (State Farm) policy has a provision called Car Rental and Travel Expenses Coverage: Travel expenses coverage pays for meals, lodging and transportation if your vehicle is disabled in an incident covered by your comprehensive or collision insurance more than 50 miles from your home. The key here seems to be that the incident must be covered by Comprehensive. It seems straightforward that it would be if the car is damaged. I think "inaccessible" could be covered by "disabled", but my opinion doesn't matter.

Is the CSR travel delay coverage superior to the Marriott card's benefit (if any)?
My concern with making a claim on auto policy is that our premium will likely go up. I think both Chase cards have the same coverage so probably doesnt matter. Just prefer UR to Marriott points.
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Old Oct 12, 2019, 3:43 pm
  #1191  
mia
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Originally Posted by Stgermainparis
....claim on auto policy is that our premium will likely go up....
Understood, but be aware that Chase's coverage is secondary and if it occurs to me that auto insurance might cover this, I expect it will occur to them.

To be eligible for this coverage, you need to purchase either a portion or the entire cost of your Common Carrier fare using your Account. Coverage
is in excess of any expenses paid by any other party, including applicable insurance.
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Old Oct 12, 2019, 4:14 pm
  #1192  
 
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Originally Posted by mia
Understood, but be aware that Chase's coverage is secondary and if it occurs to me that auto insurance might cover this, I expect it will occur to them.
Ah. I was not thinking at first that my auto policy would even cover this. And they may not. Was thinking it would be trip delay but of course theres no common carrier. Thanks for the help.

For my own confirmation, Chase Marriott has same travel protection as CSR, right?
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Old Oct 13, 2019, 9:21 am
  #1193  
 
Join Date: Aug 2002
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Originally Posted by mia
Understood, but be aware that Chase's coverage is secondary and if it occurs to me that auto insurance might cover this, I expect it will occur to them.
Originally Posted by Stgermainparis
Ah. I was not thinking at first that my auto policy would even cover this. And they may not. Was thinking it would be trip delay but of course theres no common carrier. Thanks for the help.
I'm confused. What Chase coverage are we talking about here?

The Auto Rental Collision Damage Waiver is for rental cars, so isn't it inapplicable here?

Trip Delay Reimbursement is for common carrier travel, so isn't it inapplicable too?

And Trip Cancellation / Trip Interruption also seems inapplicable.

Originally Posted by Stgermainparis
For my own confirmation, Chase Marriott has same travel protection as CSR, right?
To which travel benefit are you referring? Protections are not the same. For example:

- auto rental is secondary on Boundless, but primary on CSR
- trip delay is triggered after 12 hours on Boundless, but 6 hours on CSR
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Old Oct 13, 2019, 12:40 pm
  #1194  
mia
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Originally Posted by Petdog
What Chase coverage are we talking about here?
Stegermainparis was thinking about Trip Delay. I was thinking about personal automobile insurance.

Originally Posted by Stgermainparis
.... Was thinking it would be “trip delay” but of course there’s no common carrier.
We do have one REPORT of successful Trip Cancellation claim involving no common carrier, and a previous discussion of a possible Trip Delay claim without a Common Carrier element, but it was resolved without filing. As written the benefit would not cover this type of delay.
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Last edited by mia; Oct 13, 2019 at 12:52 pm
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Old Oct 13, 2019, 9:40 pm
  #1195  
 
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Yes to all of the above. Im just scrambling here trying to figure out if anything would be covered. This is a bizarre trip situation. Im not even sure regular travel insurance would cover this. Cant access personal car. Never even thought of this as a problem!

Ultimately the responsible party for the collapse would cover expenses but thats a long time/journey. And of course at the bottom of their concerns at the moment, rightly so.

We are going to rent a car tomorrow and head home as scheduled. Leaving car in NOLA. It pains me to do that, esp bc a new car that Ive been enjoying, but no option. Everyone weve talked to thinks it will be weeks before we can get to it.
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Old Oct 14, 2019, 11:10 am
  #1196  
 
Join Date: Sep 2018
Posts: 17
What is the standard procedure for a flight booked with CSP points (so, through the Chase Rewards portal/Expedia) on an airline that goes out of business?

Seemingly the recommended answer is a chargeback (if you booked with your CSP or CSR), but I don't know how that works if you used points. The first person I spoke to was unable to immediately refund the points and told me I'd hear back in 7-10 business days.

Airline bankruptcy is of course not covered by their insurance policy. Airline that went out of business was Adria. It was a flight that connected with Lufthansa in Munich. Lufthansa & Expedia have both said they're unable to touch the ticket, Chase travel advisors have said I should file a chargeback with Cardmember Services (I think that is what the 7-10 business days escalation is for with my points?)
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Old Oct 19, 2019, 10:49 am
  #1197  
 
Join Date: Oct 2019
Posts: 2
Cancellation/Interruption

Hi,

I've been battling since May for my Trip Interruption/Cancellation claim and final got 2 of 3 expenses paid but was still curious about the 4th.

I booked a trip to Costa Rica and due to weather related flight cancellation and then re-routing I didn't get to destination until 9+ hours after planned time, which was then ~midnight. I was supposed to get in around 2 PM and take a puddle jumper flight to small town where resort was, but had to reschedule puddle jumper fight to next available time (early morning the following day). I was able to get credit for staying in hotel next to airport, reschedule fee for puddle jumper flight, but they denied my claim for reimbursement of first night of hotel at resort. Since the resort was non-refundable and there was no way for me to get there I put a claim in. The issue is that I booked the resort with my chase southwest card, and the SW card doesn't have same interruption/cancellation benefits. I was told by one person at card benefit services it would be covered since my flight to costa rica (and all other expenses) were on my chase saphire reserve card, and then in final ruling they said it wasn't covered. Does anyone know if this expense should be covered or not or have you had experience with this type of claim?

If anyone could help provide some insight that would be much appreciated.
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Old Oct 19, 2019, 11:39 am
  #1198  
 
Join Date: Mar 2015
Posts: 128
Any input is appreciated

Hi Everyone, I know with my Chase Sapphire preferred card I have some coverage for trip cancellation due to severe weather but not sure if my situation would exactly fall under this. I live on the gulf coast of FL and I booked an IHG hotel for 15k points for tonight in Miami. There is a tropical storm hitting my side of the state but there hasn't been a state of emergency declared in my county. My wife and I decided it wasn't best for us to make the trip. If we just no-show the 15k points will be deducted; if we cancel the trip the cash rate for the trip for the night will be charged. Wondering if anyone can give me advice if I should just take the 15k hit or I should cancel and have them charge my CSR card and submit a claim due to the severe weather?
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Old Oct 19, 2019, 1:09 pm
  #1199  
 
Join Date: Sep 2014
Posts: 2,530
Originally Posted by floridatraveler90
Hi Everyone, I know with my Chase Sapphire preferred card I have some coverage for trip cancellation due to severe weather but not sure if my situation would exactly fall under this. I live on the gulf coast of FL and I booked an IHG hotel for 15k points for tonight in Miami. There is a tropical storm hitting my side of the state but there hasn't been a state of emergency declared in my county. My wife and I decided it wasn't best for us to make the trip. If we just no-show the 15k points will be deducted; if we cancel the trip the cash rate for the trip for the night will be charged. Wondering if anyone can give me advice if I should just take the 15k hit or I should cancel and have them charge my CSR card and submit a claim due to the severe weather?
I'm assuming you paid for some portion of the trip with the CSR or UR points? That's required for the insurance to cover it.

But....seems like exactly what the insurance is meant to cover. The standard used is "Severe weather, which prevents a reasonable and prudent person from beginning or continuing on a Covered Trip" not an official state of emergency. I'd document that the weather prediction is severe (NWS forecast, local newspaper stories, etc.).

Note that if the cancel penalty is in UR points then you can get reimbursed $0.01 per point, but generally you have to try to cancel to get the insurance to kick in...so if that triggers a cash charge then you'll have to submit for reimbursing the cash.

Read the guide for full info: https://www.chasebenefits.com/sapphirereserve2
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Old Oct 19, 2019, 1:11 pm
  #1200  
 
Join Date: Sep 2014
Posts: 2,530
Originally Posted by geye91
Hi,

I've been battling since May for my Trip Interruption/Cancellation claim and final got 2 of 3 expenses paid but was still curious about the 4th.

I booked a trip to Costa Rica and due to weather related flight cancellation and then re-routing I didn't get to destination until 9+ hours after planned time, which was then ~midnight. I was supposed to get in around 2 PM and take a puddle jumper flight to small town where resort was, but had to reschedule puddle jumper fight to next available time (early morning the following day). I was able to get credit for staying in hotel next to airport, reschedule fee for puddle jumper flight, but they denied my claim for reimbursement of first night of hotel at resort. Since the resort was non-refundable and there was no way for me to get there I put a claim in. The issue is that I booked the resort with my chase southwest card, and the SW card doesn't have same interruption/cancellation benefits. I was told by one person at card benefit services it would be covered since my flight to costa rica (and all other expenses) were on my chase saphire reserve card, and then in final ruling they said it wasn't covered. Does anyone know if this expense should be covered or not or have you had experience with this type of claim?

If anyone could help provide some insight that would be much appreciated.
I don't understand why they denied you -- did you try asking?

Maybe they don't want to reimburse you for a hotel you didn't use AND pay for a hotel you did use on the same night? I don't see anything in the guide to benefits that prohibits using Trip Cancellation (covers the things you missed) and Trip Delay (covers the unexpected new expense) on the same night, but maybe that's their logic?

As far as I know as long as some portion of the trip is paid with the CSR, the whole trip should be covered by Trip Cancellation.
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