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CSP & CSR Trip Cancellation/Delay Insurance Issues/Comments

CSP & CSR Trip Cancellation/Delay Insurance Issues/Comments

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Old Jun 9, 19, 10:03 am   -   Wikipost
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Overview
Many Chase cards, including Sapphire Preferred and Reserve and MileagePlus Explorer, come with three different kinds of travel protection:

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

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

Trip Interruption: This is similar to Trip Cancellation, but reimburses you for travel expenses (tickets, hotels) you have to cancel because you cut your trip short for a covered reason (illness, etc.). It 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

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. No one has reported having meals or accommodations shared with other traveling companions turned down as long as you're under $500.
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? For Trip Delay, Yes, see below under "Experiences" -- 12/2017. (Also you are covered for Trip Cancellation / Interruption, see below)
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? Reports vary from "no" to "only with a meal" to "yes"
Does it cover tips? Reports vary from "no" to "only up to 20%" to "yes"
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. 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 at my home airport? Maybe. This report of someone being covered after appeal for hotel in Newark when EWR flight was delayed, lives in NJ but not Newark. Guide says "You are not covered for any Covered Hazard delay that was made public or known to you prior to the departure for the Covered Trip [a period of round-trip travel (meaning departing from and eventually returning to your primary residence) that doesnít exceed three hundred and sixty- five (365) days away from your residence to a destination other than your city of residence.]".
I was delayed on my outbound and claimed $500. Now am I delayed on my inbound. Am I covered? Unknown, no reports on this thread. 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.

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)

(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. 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

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? From the CSR guide: "Covered Trip also includes covered trips awarded from frequent flier or points programs provided that all of the miles or points were accumulated from charges on the Insured Personís Account."
What kinds of pre-paid travel arrangements are covered? "airline tickets, train tickets, bus tickets, prepaid tours, hotels, and rental cars."
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 -- 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.
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.
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.

Experiences:
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Old Aug 5, 19, 10:23 am
  #1111  
 
Join Date: Apr 2016
Location: Washington DC
Posts: 18
Standard delay caused misconnect and overnight on a CP itinerary with SW. Myself and spouse. Had a similar delay last year, so just submitted a claim for myself and my itinerary since its separate as a companion. Got confirmation of approval, but for $100 less. When I called in, turns out the adjuster put "1/2 bill" on a few of the meal receipts that listed "2 Guests" or referenced a party of 2.

Going to appeal, and send in the second itinerary. What's odd is the only other time I used the benefit a year ago this was not an issue. The wiki claims nobody has been turned down for meals shared with companions, which is how i went into this filing as just me on the claim and not mentioning a +1. One meal expense that was halved was just $25 so seemingly any amount, and total claim was around $400 so under $500. Sounds like its YMMV here.
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Old Aug 8, 19, 9:24 pm
  #1112  
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Originally Posted by emcampbe View Post
Made an error and hoping someone can help with potential resolutions.

Booked a trip to LAX a few days ago. Flights on UA, and then a hotel, with a refundable up until 3 days prior reservation. Hotel was properly guaranteed with my CSR. Flights were paid for part by UA Travelbank, but the balance I selected the wrong card off my profile, so that was paid with my UA Select card, when I meant to use my CSR. Traveling with our kids (4 and 1), and given the history, the insurance is important - since, well....kids get sick more than we do (we used trip cancelation, for example, just a couple of months ago because of that). If it was just me and the wife, I wouldn't be too concerned.

So, obviously, the hotel is covered based on the fact we guaranteed with the CSR. I think I know the answer, but would the flights be, if we needed to delay/cancel due to one of them getting sick?

Assuming the answer is no (and that's what I assume), any way to get CSR insurance coverage on the air portion, which obviously, is the more expensive one to cancel. I did try to see if UA could switch the payment card, but they were unable. If I need to buy third-party coverage (i.e., Allianz), I could, I suppose, but would for obvious reasons prefer to use the CSR coverage I already have. Would buying an ancillary in advance (i.e., maybe an E+ seat for one of us on one flight, buying an upgrade, etc.) be enough to get the CSR coverage if we need it? Is there anything else that could possibly get the CSR coverage to kick in?

Appreciate any advice one might have.
Alright, I'm going to respond here since I haven't heard back, so I finally decided to just give Chase a call.

I gave them the details of the situation, and they transferred me over to card benefit services. I explained the situation once again today, and the rep. went on hold to discuss with a supervisor. When she came back, I was pleasantly surprised to hear her say her supervisor confirmed that because the air and hotel were part of the same trip, that using the card on either one will allow both to be included in a claim. In other words, despite not using the card for the airline tickets, because the hotel is part of the same trip, that would meet the requirement for a 'portion' of the cost being put on the card to have coverage kick in if necessary.

Does anyone see a reason that this would be incorrect (i.e. has anyone been successful, or unsuccessful, with a claim for both items in similar circumstances)?
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Old Aug 10, 19, 4:18 pm
  #1113  
 
Join Date: Oct 2009
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Trip delay coverage with separate tickets

Originally Posted by threeoh View Post
I don't think anyone on this thread has weighed in definitively about costs incurred due to missing an unprotected connection on separate tickets....so please do report back!
I need to book an Air New Zealand domestic flight from AKL to Queenstown on the day I arrive in AKL (on an international AA partner award flight from the US). Is it important to have at least six hours between the scheduled arrival time of the first flight and departure time of the second flight at AKL (to increase the chance of a delay being covered)? The latest flight I can book out of AKL departs 6 hours and 40 minutes after my scheduled arrival at AKL, so I would misconnect with a delay of less than six hours anyway.

My understanding, from what I have read, is that trip delay (if accepted) would cover a hotel overnight at AKL, and trip interruption potentially could cover my prepaid hotel night in Queenstown.

Originally Posted by brosnan6 View Post

trip delay worked for me in this situation earlier this summer - flight from LIS-AGP was cancelled by TAP Air and we had onward travel booked separately AGP-JFK on DL. Tickets were booked completely separately. The next flight TAP could have booked us on would have arrived hours after our DL flight was supposed to depart. We rented a car and drove all night to make the flight and Chase approved our rental car expenses through trip delay for me and my wife ($1000 total). They asked for a ton of documentation too so I hope you’ve got something from your airline citing the delay and the reason for it, as well as proof of your missed flights, etc
Brosnan6, your situation seems somewhat similar to the scenario I described above (except I would want trip delay to cover a hotel at AKL and would fly the next day), so I was wondering how long you had between your flights at AGP?
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Old Aug 11, 19, 8:31 pm
  #1114  
mia
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Originally Posted by needtoescape View Post
....Is it important to have at least six hours between the scheduled arrival time of the first flight and departure time of the second flight at AKL (to increase the chance of a delay being covered)? ...
No, the delay needs to be six hours. The scheduled interval between the flights is not part of the delay.
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Old Aug 12, 19, 3:17 pm
  #1115  
 
Join Date: May 2017
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I made a booking to fly out of the US via HK as a layover on Cathay Pacific on the 18th. I've been waiting until now because there were no widespread cancellations of flights. However, after this weekend's developments and HK airport cancelling all flights on 12th and 13th, I am considering cancelling my itinerary and re-booking with another airline. Will any of the protections on the CSR apply for this scenario to cover the cancellation fees?

Would anyone with experience on this be able to help me out?
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Old Aug 12, 19, 4:08 pm
  #1116  
 
Join Date: Sep 2014
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Originally Posted by raadhey View Post
I made a booking to fly out of the US via HK as a layover on Cathay Pacific on the 18th. I've been waiting until now because there were no widespread cancellations of flights. However, after this weekend's developments and HK airport cancelling all flights on 12th and 13th, I am considering cancelling my itinerary and re-booking with another airline. Will any of the protections on the CSR apply for this scenario to cover the cancellation fees?

Would anyone with experience on this be able to help me out?
Not unless you consider the activities in Hong Kong to be "terrorist actions" which, even if you do, I doubt the insurance company will. Otherwise I don't see any provisions that would cause this to be covered under Trip Cancellation.

Cathay currently has a fee waiver for Aug 12/13. This includes the ability to get a refund on a non-refundable ticket. It's possible they will extend this waiver through Aug 18, but of course no guarantee at this point.

https://www.cathaypacific.com/cx/en_...gust-2019.html

If your flights actually get cancelled and you are delayed more than 6 hours, you'll get up to $500 in hotels/meals/etc covered under Trip Delay.

Last edited by threeoh; Aug 12, 19 at 4:08 pm Reason: added link
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Old Aug 12, 19, 4:33 pm
  #1117  
 
Join Date: May 2017
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Originally Posted by threeoh View Post
Not unless you consider the activities in Hong Kong to be "terrorist actions" which, even if you do, I doubt the insurance company will. Otherwise I don't see any provisions that would cause this to be covered under Trip Cancellation.

Cathay currently has a fee waiver for Aug 12/13. This includes the ability to get a refund on a non-refundable ticket. It's possible they will extend this waiver through Aug 18, but of course no guarantee at this point.

https://www.cathaypacific.com/cx/en_...gust-2019.html

If your flights actually get cancelled and you are delayed more than 6 hours, you'll get up to $500 in hotels/meals/etc covered under Trip Delay.
Thanks for responding. Yes, I read the advisory. What's happening here seems like Cathay is issuing these guidelines as they happen. There was a similar advisory on last Sunday 4th, no advisory change after that until yesterday.
The US Dept of State website has issued an advisory https://travel.state.gov/content/tra...-advisory.html elevating it to "Level 2 due to civil unrest.".

I totally understand this is not a terrorist activity and dont expect insurance to consider it so. The Chase handbook does call out "organized strike" as a valid case.
The thing is I want to skip the entire waiting game since it seems to be getting worse. I need to fly to SFO and then fly out of there. While Chase would cover me if things go south that day of travel, but I am trying to find a coverage which will let me cancel today and get the cancellation fees or loss in fare paid and book with another airline.
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Old Aug 13, 19, 2:17 pm
  #1118  
 
Join Date: Jun 2012
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Originally Posted by raadhey View Post
I am trying to find a coverage which will let me cancel today and get the cancellation fees or loss in fare paid and book with another airline.
Current coverage doesn't seem to cover. You can try calling the chase benefits hotline and asking (and calling Cathay to see if they are willing to waive change/cancel fees)

​you can't buy new travel insurance now if you plan to declare a loss immediately on the new insurance (that's insurance fraud)
​​​​​​
Check your original ticket, some tickets allow a refund for a fee - if that's the case, buy your new ticket and get to usa. If cathay cancels, you save the fee. If not, you are in USA already, eat that fee yourself and cancel yourself
​​​​​​

Regardless, it's about your risk level and how desperate you want to get back to usa. While you are doing this, start pricing out a last minute one way/RT ticket out of Hong Kong. Also, take a look at the change fee on your original ticket, see if you are willing to pay that to change your original ticket to fly out now
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Old Aug 13, 19, 11:36 pm
  #1119  
 
Join Date: May 2017
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Originally Posted by paperwastage View Post
Current coverage doesn't seem to cover. You can try calling the chase benefits hotline and asking (and calling Cathay to see if they are willing to waive change/cancel fees)

​you can't buy new travel insurance now if you plan to declare a loss immediately on the new insurance (that's insurance fraud)
​​​​​​
Check your original ticket, some tickets allow a refund for a fee - if that's the case, buy your new ticket and get to usa. If cathay cancels, you save the fee. If not, you are in USA already, eat that fee yourself and cancel yourself
​​​​​​

Regardless, it's about your risk level and how desperate you want to get back to usa. While you are doing this, start pricing out a last minute one way/RT ticket out of Hong Kong. Also, take a look at the change fee on your original ticket, see if you are willing to pay that to change your original ticket to fly out now
I tried to contact the Chase Benefits administrator and they were pretty much reading off a script. So not helpful in anyway. Bottomline is that it wont be covered if I cancel with the current status.
Thanks for your advice. I am looking at flights on other carriers and they have all gone up in price with less than a week to travel.

I have UR I could use for travel if transferring to United. But the award travel seems to change every few hours and I am not getting anything worthwhile for my return journey back.
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Old Aug 14, 19, 7:52 am
  #1120  
 
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Originally Posted by raadhey View Post
I tried to contact the Chase Benefits administrator and they were pretty much reading off a script. So not helpful in anyway. Bottomline is that it wont be covered if I cancel with the current status.
Thanks for your advice. I am looking at flights on other carriers and they have all gone up in price with less than a week to travel.

I have UR I could use for travel if transferring to United. But the award travel seems to change every few hours and I am not getting anything worthwhile for my return journey back.
The Chase benefits administrator is super difficult to deal with. I have submitted 2 successful claims in the past but the claims process is almost rigged to make most claims fail. The amount of paperwork and duplicate questions they ask is mind-numbing and designed to make the average person just give up.
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Old Aug 14, 19, 10:15 am
  #1121  
 
Join Date: Jan 2017
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Posts: 52
Airline moved my flight a day early mid-vacation

Currently on a 2 week vacation, visiting two destinations. The flight to our 2nd destination was moved a full day ahead by the airline.

I know this isn't a delay, but is there anyway Chase would cover the extra hotel night and rental car since we are arriving at the 2nd destination a day early?

Thanks. I couldn't find any info about this particular circumstance.
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