May 17, 2017, 6:45 pm
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 doesn’t 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:
(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:
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 doesn’t 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:
CSP & CSR Trip Cancellation/Delay Insurance Issues/Comments (2016 - 2019)
Mar 29, 2018, 10:27 am
#661
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,956
Mar 30, 2018, 9:43 am
#663
Join Date: Sep 2015
Posts: 576
i believe its still a different company... the company i dealt with is TigerAir Taiwan. based out of Taiwan, which i think is still on its own. I think TigerAir was based out of Singapore is the one that merged with Scoot.
Last edited by BuBu4; Apr 2, 2018 at 9:54 am
Apr 7, 2018, 12:30 pm
#664
Moderator: Chase Ultimate Rewards
Join Date: Apr 2005
Location: SFO
Programs: UA 2P, MR LT Plat, IHG Plat, BW Dia, HH Au, Avis PC
Posts: 5,455
Successful claim completed
Took about two months but I was reimbursed just over $300 for an overnight stay due to snowstorm cancelation.
Covered hotel, lots of food (it was super bowl weekend and they kicked us out of the airport bar before the game was over), cold medicine, Uber to and from hotel, and Uber back home at end of trip. They excluded around $8 of charges but there's nothing in the claim that matches exactly that amount, in any combination I can figure.
Had to provide additional information two times:
1. Copy of the updated itinerary or boarding passes from the rebooked flight. I had included this originally but had mis-named the file I uploaded. Maybe they look at the file names?
2. An email statement verifying the destination of one of the Uber charges.
Flight was booked using UA miles with taxes/fees on CSR.
Covered hotel, lots of food (it was super bowl weekend and they kicked us out of the airport bar before the game was over), cold medicine, Uber to and from hotel, and Uber back home at end of trip. They excluded around $8 of charges but there's nothing in the claim that matches exactly that amount, in any combination I can figure.
Had to provide additional information two times:
1. Copy of the updated itinerary or boarding passes from the rebooked flight. I had included this originally but had mis-named the file I uploaded. Maybe they look at the file names?
2. An email statement verifying the destination of one of the Uber charges.
Flight was booked using UA miles with taxes/fees on CSR.
Apr 11, 2018, 9:06 pm
#665
Join Date: Apr 2018
Posts: 3
3 separate claims... Disappointed.
Is it me or the claims examiners with CHASE make it very hard to claim your trip interruption? First, I filed a trip interruption claim since January because of the "bomb cyclone" and I've been responding to the examiner's letters up until now. My second and third claims are about a damaged bag and they denied me for both because I can't give them a "written confirmation common carrier's letterhead" that I reported the damaged bag at the airport. To top it off, there were nobody from those 2 airlines at the arrival area to help me regarding my damaged luggage. In 2 separate times, I have to go to the check in counter to show them my damaged bag. I requested for proof/report/ something to help me file a claim with my credit card but they refuse to help me. These 2 airlines' customer service are a joke. My card (CSR) is no help either. If it weren't for the UR, I could have easily jumped ship by now.
Apr 11, 2018, 10:17 pm
#666
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
What airlines are you dealing with here? Maybe if you provide that information someone can point you in the right direction to get the documentation you need.
Apr 19, 2018, 9:57 pm
#667
Join Date: Nov 2017
Posts: 24
How long does it take to get an e-mail from them?
I filed my claim (trip delay) online 3 days ago but I never received any e-mail from them. Is it normal to get no e-mail confirmation when you file?
How long does it usually take to get contacted?
How long does it usually take to get contacted?
Apr 20, 2018, 7:51 am
#668
Join Date: Sep 2014
Posts: 2,531
Weirdly, I didn't get an email when my claim was approved. One time I found out because I received a check; the other time I found out because I logged in and checked the status.
Here's the email:
Your claim number: XXXXX
Below is the information you have provided. If you provided an email address, you will receive an email confirmation of this claim within 24 hours. You can also print this page for your records. If your email account has spam restriction, please update your account to accept messages from [email protected].
A claims examiner will be reviewing your information and contacting you within 5 business days to outline the next steps of the process. Please allow 2 business days for any uploaded documents to be available to your examiner.
Reminder: your claim will be eligible for coverage if the terms and conditions as outlined in the guide to benefits provided by your issuing bank are met.
At any time, you can check the status of your claim by returning to the manage your claim section of the site. If you have any questions or need assistance please Contact Us.
Claim Details:
...
Below is the information you have provided. If you provided an email address, you will receive an email confirmation of this claim within 24 hours. You can also print this page for your records. If your email account has spam restriction, please update your account to accept messages from [email protected].
A claims examiner will be reviewing your information and contacting you within 5 business days to outline the next steps of the process. Please allow 2 business days for any uploaded documents to be available to your examiner.
Reminder: your claim will be eligible for coverage if the terms and conditions as outlined in the guide to benefits provided by your issuing bank are met.
At any time, you can check the status of your claim by returning to the manage your claim section of the site. If you have any questions or need assistance please Contact Us.
Claim Details:
...
Apr 20, 2018, 1:18 pm
#669
Join Date: Nov 2017
Posts: 24
I always get an email right away. It has the same text as the confirmation page (I copy and pasted the email below). Did you get a confirmation page with a claims number? Can you log in and see the claim status? If so, I wouldn't worry. Emails do go missing from time to time.
Weirdly, I didn't get an email when my claim was approved. One time I found out because I received a check; the other time I found out because I logged in and checked the status.
Here's the email:
Weirdly, I didn't get an email when my claim was approved. One time I found out because I received a check; the other time I found out because I logged in and checked the status.
Here's the email:
When I submitted my claim online, I got an an error and so I submitted again and it said there was a duplicate case and the website showed me a claim#. It says " We have received your claim. Your claims examiner will be contacting you within 5 business days. During the course of our investigation and evaluation of your claim, it may become necessary for us to request additional documentation. Reminder: You are responsible for obtaining all necessary documentation within the timeframes defined in the guide to benefits provided by your issuing bank.".
Apr 21, 2018, 1:27 pm
#670
Join Date: Dec 2004
Location: Los Angeles California
Posts: 1,395
Anyone filed a cancellation for Jury Duty? We are traveling to Iceland June 9 - 18 and now I get this Jury duty summons starting June 5 :-( Worst case if I don't get postponement would Chase reserve insurance cover it fully? I read jury duty is covered but wanted to get first hand experience.
Apr 21, 2018, 3:33 pm
#671
Join Date: Apr 2018
Posts: 1
I have booked roundtrip tickets for my sister-in-law using Chase Sapphire Reserve card. She needs to head back early because of her grand mother death. I tried reaching chase guide and it is confusing.
Few questions
1. Is my sister in law eligible for Trip interruption ?
2. Is the event of her grand mother an eligible event ?
3. We need to reschedule her flight tickets so that she can leave early .. Does the benefit cover "fare difference" airline charges ? I read in few places that fare difference is not covered. In this case , is it best i book new tickets on my own & claim the credit for loss of not using existing return ticket ?
Thanks
Few questions
1. Is my sister in law eligible for Trip interruption ?
2. Is the event of her grand mother an eligible event ?
3. We need to reschedule her flight tickets so that she can leave early .. Does the benefit cover "fare difference" airline charges ? I read in few places that fare difference is not covered. In this case , is it best i book new tickets on my own & claim the credit for loss of not using existing return ticket ?
Thanks
Apr 22, 2018, 3:21 pm
#672
Join Date: Sep 2014
Posts: 2,531
2. Is the event of her grand mother an eligible event ?
3. We need to reschedule her flight tickets so that she can leave early .. Does the benefit cover "fare difference" airline charges ? I read in few places that fare difference is not covered. In this case , is it best i book new tickets on my own & claim the credit for loss of not using existing return ticket ?
Apr 23, 2018, 9:06 am
#673
FlyerTalk Evangelist
Join Date: Nov 2002
Location: ORD
Posts: 14,231
Anyone filed a cancellation for Jury Duty? We are traveling to Iceland June 9 - 18 and now I get this Jury duty summons starting June 5 :-( Worst case if I don't get postponement would Chase reserve insurance cover it fully? I read jury duty is covered but wanted to get first hand experience.
Apr 23, 2018, 9:20 am
#674
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,956
Apr 24, 2018, 9:55 pm
#675
Join Date: Dec 2013
Posts: 43
Follow up from my original claim from last year. I was unable to use the AA credit after a year so it expired. I called Chase benefits and they told me to submit an updated claim form via email, referencing the original. I attached an email from AA verifying that my credit had expired. Two weeks later I had a check for the full claim amount. It was quite painless.
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.
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.