Go Back  FlyerTalk Forums > Miles&Points > Credit, Debit and Prepaid Card Programs > Chase | Ultimate Rewards
Reload this Page >

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:
Print Wikipost

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

Old Aug 22, 2017, 9:08 pm
  #361  
 
Join Date: Jun 2012
Posts: 3,344
Originally Posted by mohankr252
I have Chase Marriott rewards, which comes with Trip Cancellation/Interruption Benefit. I filed a trip interruption claim as I have to advance my return flight as my daughter was sick and I had to get home earlier than planned. When I changed my ticket for 2 passengers united airlines charged 600$ change fee and 1400$ fare difference.

When I filed the claim they only reimbursed the 600$ change fee and said that 1400$ fare difference is not covered, which doesn't make any sense.

Any thoughts on how to go about appealing the claim?

Thanks in Advance.
there are (paid) insurance options that would cover your scenario (trip interruption, covers forfeited prepaid/nonrefundable reservations<or change fees> AND covers additional costs to get you back on the trip/home)

http://www.travelinsurancereview.net...-interruption/
In addition, trip interruption coverage provides additional reimbursement to cover the costs that result from the purchase of additional tickets to return home. If your trip is interrupted and you are able to rejoin the trip, some plans will also provide reimbursement for the additional transportation costs related to re-joining your trip.
unfortunately, the credit card protection doesn't offer the second part(gets you home), only the first part(covers change fees/nonrefundable prepaid costs). you should read the benefits more carefully

Last edited by paperwastage; Aug 22, 2017 at 9:16 pm
paperwastage is offline  
Old Aug 23, 2017, 12:19 am
  #362  
FlyerTalk Evangelist
 
Join Date: Jan 2014
Location: San Diego, CA
Programs: GE, Marriott Platinum
Posts: 15,486
Looks like I'll have to use the trip delay benefit on my CSR--or really any card--for the first time ever. Has anyone managed to get reimbursed for using Apple Pay with the Salt Lake City transit readers? Those do not produce receipts when used so I'm thinking they won't, but I could be positively surprised. (In retrospect I probably should have just taken Uber to the hotel or at least bought an actual ticket. In any case it's only $5 at most according to UTA's website so it's not a huge deal.)
tmiw is offline  
Old Aug 24, 2017, 7:14 am
  #363  
Hilton Contributor Badge
 
Join Date: Nov 2008
Location: Snohomish, WA
Programs: AS MVP Gold, HHonors Diamond
Posts: 2,792
The Apple Pay app should have a transaction receipt in it. Screen shot that and submit it.

Neil
missamo80 is offline  
Old Aug 24, 2017, 7:46 am
  #364  
FlyerTalk Evangelist
 
Join Date: Jan 2014
Location: San Diego, CA
Programs: GE, Marriott Platinum
Posts: 15,486
Originally Posted by missamo80
The Apple Pay app should have a transaction receipt in it. Screen shot that and submit it.

Neil
Good point. I actually submitted a screenshot of my notifications area containing the push notification from Chase (mine are set to >$0.00) but this might work better.
tmiw is offline  
Old Aug 25, 2017, 3:18 pm
  #365  
 
Join Date: May 2010
Posts: 72
I'm trying to file a trip delay claim where I missed a connecting flight at MSP due to a weather delay flying out of JFK on Delta. At the airport I tried to ask for some documentation for the reason for the delay, but after getting passed around to a lot of people and trying a number of different things in their system, they weren't able to find anything they could print to document this and told me to just call when my trip was over. So when I returned I saw that I could ask for trip delay documentation online. I submitted a request 2 days ago and was told I would receive something "shortly" but when I hadn't received any mail after 24 hours I called Delta. The rep I spoke with just reentered all of my flight information and said I should get a confirmation in a few minutes, but that it would take 30 - 90 days to receive the actual documentation needed.

So 2 questions:

1) Is such a long time to get a statement from the carrier normal?
2) Can I submit a claim online before I get that statement, and then just provide that documentation when it eventually comes in?
Dylane is offline  
Old Aug 26, 2017, 2:11 pm
  #366  
 
Join Date: Jan 2016
Posts: 31
Hi,

I have an airbnb reservation that is supposed to be in 2 wks to Corpus Cristi. However Hurricane Harvey looks to have devastated the area.

I'm working with Airbnb and waiting for the host to reply about cancelling my reservation and refunding 100% even though the host has a super strict cancellation policy.

If I am unable to get 100% refund does anyone know if we could use trip cancellation benefit to recoup what we paid? If so, what would I need to do on our end?

Thank you,

Jason
itsmejson is offline  
Old Aug 26, 2017, 3:31 pm
  #367  
mia
A FlyerTalk Posting Legend; Moderator: American Express, Capital One, Citi, Chase, Credit Card Programs, Diners Club, Signatures
 
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,877
Perhaps...

Covered Loss means one of the following events that occur when you or
an Immediate Family Member is insured under the policy and the event
causes cancellation of the travel arrangements:
...
Severe weather, which prevents a reasonable and prudent person
from beginning or continuing on a Covered Trip
...
...read more here:

https://www.chasebenefits.com/sapphirereserve
mia is offline  
Old Aug 26, 2017, 3:52 pm
  #368  
 
Join Date: Feb 2013
Programs: Hyatt Globalist, MLife Gold, Marriott Gold, HHonors Gold, Caesars Diamond, Amex Plat
Posts: 5,891
Originally Posted by Dylane
I'm trying to file a trip delay claim where I missed a connecting flight at MSP due to a weather delay flying out of JFK on Delta. At the airport I tried to ask for some documentation for the reason for the delay, but after getting passed around to a lot of people and trying a number of different things in their system, they weren't able to find anything they could print to document this and told me to just call when my trip was over. So when I returned I saw that I could ask for trip delay documentation online. I submitted a request 2 days ago and was told I would receive something "shortly" but when I hadn't received any mail after 24 hours I called Delta. The rep I spoke with just reentered all of my flight information and said I should get a confirmation in a few minutes, but that it would take 30 - 90 days to receive the actual documentation needed.

So 2 questions:

1) Is such a long time to get a statement from the carrier normal?
2) Can I submit a claim online before I get that statement, and then just provide that documentation when it eventually comes in?
Maybe get a screen shot from flightaware? My DL documentation took maybe a week to arrive.
Stgermainparis is offline  
Old Aug 26, 2017, 8:48 pm
  #369  
 
Join Date: May 2010
Posts: 72
Originally Posted by Stgermainparis
Maybe get a screen shot from flightaware? My DL documentation took maybe a week to arrive.
Thanks, but it doesn't seem like Flightaware's history goes back that far? My delayed flight was on the 18th. I was traveling without a computer in a remote area, and didn't think getting documentation was going to be such a problem, so I didn't look into anything until I got home.
Dylane is offline  
Old Aug 26, 2017, 9:16 pm
  #370  
 
Join Date: Feb 2013
Programs: Hyatt Globalist, MLife Gold, Marriott Gold, HHonors Gold, Caesars Diamond, Amex Plat
Posts: 5,891
Originally Posted by Dylane
Thanks, but it doesn't seem like Flightaware's history goes back that far? My delayed flight was on the 18th. I was traveling without a computer in a remote area, and didn't think getting documentation was going to be such a problem, so I didn't look into anything until I got home.
Flightaware goes back weeks if not months. Anyone?

DL will get back to you soon if not.
Dylane likes this.
Stgermainparis is offline  
Old Aug 26, 2017, 9:22 pm
  #371  
 
Join Date: Jul 2001
Location: SW Michigan, ex SF Bay Area
Posts: 820
Originally Posted by Dylane
Thanks, but it doesn't seem like Flightaware's history goes back that far? My delayed flight was on the 18th. I was traveling without a computer in a remote area, and didn't think getting documentation was going to be such a problem, so I didn't look into anything until I got home.
I think this is your flight? https://flightaware.com/live/flight/...010Z/KJFK/KMSP
Not sure it has what you need, though.

If it happens again, the document to ask for is a "military excuse". That's what Delta gave me under similar circumstances, and was sufficient to satisfy the claims adjuster. The agent can type the specifics into the form before printing. In my case, the flight was cancelled. I made sure that they included the flight number and that it was cancelled due to weather.
Dylane likes this.
Rare is offline  
Old Aug 27, 2017, 8:06 am
  #372  
 
Join Date: May 2010
Posts: 72
Originally Posted by Rare
I think this is your flight? https://flightaware.com/live/flight/...010Z/KJFK/KMSP
Not sure it has what you need, though.

If it happens again, the document to ask for is a "military excuse". That's what Delta gave me under similar circumstances, and was sufficient to satisfy the claims adjuster. The agent can type the specifics into the form before printing. In my case, the flight was cancelled. I made sure that they included the flight number and that it was cancelled due to weather.
Thanks! I think (hope) that is what I need to at least get things started. I had taken a look at FlightAware after seeing it mentioned in another thread, but couldn't seem to get it to go back more than a couple of days. I'll have to look closer to see what I was missing.

Also appreciate the heads up on the "military excuse" language to use. I'd also seen that mentioned here in passing a couple of times, but it wasn't clear from context if that only applied to actual military.
Dylane is offline  
Old Aug 27, 2017, 9:07 am
  #373  
mia
A FlyerTalk Posting Legend; Moderator: American Express, Capital One, Citi, Chase, Credit Card Programs, Diners Club, Signatures
 
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,877
How Do I Obtain Flight Delay/Cancellation Verification For Trip Insurance?
Complete the Delay/Cancellation Verification request form. Your request will require the following information:
Ticket number beginning with 006 and is followed by 10 digits
The cancelled flight number
Date of travel for the cancelled flight
Passenger name (request must be submitted by the ticketed passenger or the purchaser) and contact information
The origin and destination cities of the cancelled flight
http://www.delta.com/contactus/pages...tion/index.jsp
mia is offline  
Old Aug 27, 2017, 11:20 am
  #374  
 
Join Date: Jan 2013
Location: Hawai'i Nei
Programs: Au: UA, Marriott, Hilton; GE
Posts: 7,093
That is great. Do you know whether AA and UA have similar request options?
747FC is online now  
Old Aug 27, 2017, 3:50 pm
  #375  
mia
A FlyerTalk Posting Legend; Moderator: American Express, Capital One, Citi, Chase, Credit Card Programs, Diners Club, Signatures
 
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,877
AA: https://www.aa.com/i18n/customer-ser...-insurance.jsp

DL: http://www.delta.com/contactus/pages...tion/index.jsp

UA:

Upon request, we can provide a statement of proof that a United flight was delayed or canceled. Email your request to [email protected]. Be sure to include the names of all customers in your party, the confirmation number, flight numbers, dates of travel, phone contact and the email address or mailing address where you would like the letter sent. Please allow 5-10 business days for processing.

Last edited by mia; Aug 27, 2017 at 3:55 pm
mia is offline  

Thread Tools
Search this Thread

Contact Us - Manage Preferences - Archive - Advertising - Cookie Policy - Privacy Statement - Terms of Service -

This site is owned, operated, and maintained by MH Sub I, LLC dba Internet Brands. Copyright © 2024 MH Sub I, LLC dba Internet Brands. All rights reserved. Designated trademarks are the property of their respective owners.