Did you know that when you file a claim for a travel refund with your credit card company, they sometimes use a third-party? You no longer deal with the credit card company, you deal with a claim company.
I have a Chase Reserve Sapphire Reserve card where I booked a trip in 2024 that needed to be cancelled due to illness. It was with British Airways, and I cancelled it online. They refused to credit my account and told me I should have cancelled it by phone. So, I reached out to Chase and filed a claim online. But the claim was filed through Eclaims. I uploaded all the documents. After many calls, Eclaims gave me a voucher for British Airways good for one year. I explained that I would not be able to use it, so they guaranteed that if it went unused, I would receive my refund. After one year, I called Eclaims, but they were no longer working with Chase. They directed me to their new third-party claim for travel interruption. It was Assurant. I called them, and they told me to start over with my claim. I was so frustrated.
So, I called back Chase Travel, and they were no help. They would not even give me a supervisor. So, I finally found the number for the executive offices. I said, “Look, do I need to call Jamie Dimon?” (FYI: Jamie Dimon is the CEO of JPMorganChase). That sounds harsh, but I was nice about it. In the end, they were helpful.
Then, I received a call from the Assurant executive resolution team. Her initials are KL. She was absolutely wonderful. I told her my frustrations, and she listened. I told I just couldn’t upload all the documents, but I did have the voucher email with the price I paid for the tickets. She walked me through the online claim, and she said she would try her hardest to resolve it and refund my money. She gave me a timeline and her direct dial number. (So many people I spoke with would not give me neither a telephone number nor email).
Yes, I received my refund. A big thank you for my refund to Chase Sapphire Reserve and Assurant.
So here’s the secret: It takes time and energy. Perseverance, resilience and tenacity are the words I would describe my year-long ordeal with travel. Also, try escalating the claim to the executive team and be nice.
Has anyone else been frustrated by travel insurance claims?
Motown Savvy 