As you know, we write A LOT about travel here at mothersniche.com. One of the ways that I love saving money on travel (especially on flights) is through credit card rewards points. I’ve recently learned however, that Chase isn’t all it’s cracked up to be. I’m sharing my experience today in hopes of saving you all the nightmare that I have experienced for the last 4 months. Here’s the low down:
When I applied for the Chase Sapphire card, one of the things I loved was the TRAVEL INSURANCE that is included on travel that I book using my credit card.
My grandma had been on hospice for over a year, and we have always been super close. With any type of trip planning, I needed to be open to the possibility of her health taking a turn for the worse, and the need to cancel my travel plans.
After reading over all the terms, my mom and sister and I booked flights to Texas (over $800) using my Chase Credit Card, knowing we were covered in case something happened leading up to our trip.
Unfortunately, just days before our trip, my grandma went into heart and lung failure and passed away within a few days. I assured my mother that we would be reimbursed for canceling our trip and that we would go another time.
FIRST PART OF THE NIGHTMARE: When I called to cancel my trip and inquire about the travel insurance, I was put on hold many times, transferred to multiple departments, and eventually ended up on the phone with a company outside of Chase.
SECOND PART OF THE NIGHTMARE: The person I was talking to didn’t speak English very well but took down my information and told me to check my email for the paperwork. It never arrived. After weeks and weeks I finally emailed Chase customer service only to be told that the Travel Insurance was through a “3rd party” and there was nothing they could do on their end. REALLY??? You advertise trip insurance with YOUR CARD and then when it doesn’t work out you blame it on a 3rd party and say there’s nothing you can do? That’s called HORRID customer service.
I then tweeted Chase, who then tweeted me back giving the public appearance that they would help me, only to message me this:
So I did what they told me and contacted my benefit administrator, through the “3rd Party” company, only to be told that my case didn’t exist. After insisting that it did, we finally found out that they spelled both my name and email horribly wrong, so that when I gave them my info, it was nonexistent.
I have since given them pages and pages and pages of paperwork kindly asking them to expedite my case and get it taken care of with absolutely no response. My trip was cancelled in October and it is now February. I’m still out over $800.
And here’s the WORST PART: Chase Rewards informed me when I canceled my trip that the airlines are very compassionate when it comes to death of family members and that the chance of getting a refund is 99% likely.
Well, American Airlines told me that because I had travel insurance, there was nothing they could do, and that I needed to reach out to the company directly. WHICH MEANS MY CHANCES OF A REFUND would have been MUCH MORE LIKELY had I NOT USED MY CHASE CARD with the Travel Insurance that I’m not convinced has actually worked for anyone ever.
NO ONE SHOULD HAVE TO GO THROUGH THESE KIND OF LOOPHOLES, ESPECIALLY WHEN DEALING WITH GRIEF!
My other sister who booked on the same flight as the rest of us (but booked through a different travel insurance) was REFUNDED WITHIN WEEKS.
And even worse….when I login to my American Airlines Refund request, it shows my ticket status as “refunded” which likely means the travel insurance company collected the money on my behalf and pocketed it themselves.
I’m sorry Chase, but there’s always something you can do. Especially if this is regarding YOUR card and the travel insurance that YOU advertise.