Chase Updates Travel and Purchase Protection Benefits: Good News?

Thank GOD they are changing administrators. The current one is a complete nightmare set up only to make claims more difficult.

Sound like a net positive. It will be nice to have an online portal to submit claims & (likely) upload docs & receipts.

I can't say I'm thrilled at the administrator swap, but that's because right now I know exactly what to hand in and what to say to make sure I don't muff a claim and I don't know if the new guys will reinterpret the rules somehow (e.g. in how to deal with an airline that won't give you a written excuse for TDEL).

I'd rather they have kicked the current guys to improve the website than switch providers.

The current administrator isn't easy to work with, but I'm very concerned about the switch to Assurant.

When I've had to deal with them in the past for my own private insurance, they've consistently been a nightmare. They've been really awful even when considering that every insurance company is focused on making the claims process cumbersome in order to save costs.

Assurant offers lower policy prices up front, but then makes up the difference through their claims process.

I expect Chase is saving money by switching to Assurant at the expense of customers who will have their claims denied more frequently, or simply give up because of how difficult it is to work with Assurant. The increased benefit limits don't matter if it's such a PITA to file a claim that it's not worth the trouble.

The current claims administrator, Eclaims, is a complete fraud, and I know that Chase has been getting raked over the coals because of them, so I am not surprised to see this change, and I can't imagine any new administrator will be worse. I know that some of the commenters have not had the best of luck with Assurant, but there is a difference between claims that Assurant is paying and claims Assurant is administering. They are just administering Chase claims, the payouts don't come out of Assurant's pocket, so they don't care what it costs (in much the same way that there is a difference between fully-funded and self-funded health insurance plans and how easily they pay out is completely different).

I just went through a Chase claim with Eclaims and it was an absolute disaster, to the point that it was clearly just fraud, they want you to give up so they don't have to pay anything, but I held them to account, even if it meant being a total jerk. I submitted all of the required documents, got the "we'll respond within 10 days" auto response, and of course they didn't, but when they did finally respond they asked me for several documents, all of which I had already submitted with the initial claim. I said to them "Online forums are filled with story after story of you asking for the same paperwork over and over even though you already have it, in order to delay simple claims for 7-10 months in hopes that people just give up, I have no tolerance for that crap and according to my cardholder agreement I have to wait 60 days from the date of filing before I pursue legal action, which I will be doing if you do not process this in a timely manner. Every document you just asked me for I have already submitted, please review your files and process the claim". Of course they waited another few weeks and sent me the same letter asking me for the same stuff again, so I sent them the same response, then it happened again. This time I called them, and on the phone I walked the guy through the claim and the documents I submitted, the conversation was literally "You have asked for the final rental agreement, it is the document titled "final rental agreement" so let's not pretend that you even looked at this claim because every document I submitted is titled with exactly how you titled it in the request so there was no confusion." At that point he could no longer pretend they didn't have everything already and suddenly the list of required documents was satisfied and my claim was paid, it took about 75 days from submission to payment. And this was all for a $550 claim, that's now stupidly ridiculous this entire thing is.

So yes, I am very excited to be getting a new claims administrator.

I have filed CDW claims with both Chase and AMEX in the past. I often will pay the $19.95 fee for Amex's primary CDW coverage due to them processing claims in-house and the ease of working with them. Part of being a premium card is offering a better experience when claims need to be made.

I never understood how Chase expected me to get auto utilization info from a rental car location to get a claim processed. I can barely find a phone number to talk to a human at a rental car location.

The devil is in the fine print. I received the new benefits guide starting 10/4/24 for my Chase Aeroplan card and the trip cancellation/interruption insurance has now a benefit maximum of $1500 per person. Previously on this card it was $5000 per trip.

The $60K auto car rental limit is also a new limit. Previously some expensive cars were excluded, however BMW 5-series and Mercedes E-Class were covered. These can now easily be more expensive than $60K when totaled.

I would have liked to be able to have more travel insurance coverage limits for the CSR.

Not sure what to make with it. As the current one is a nightmare, I am not sure if the new one will be any better.

I just filed 2 claims for medical when on a trip/cruise in Europe. Once I had clarification on what data they needed, approval came within days. Payments to my checking account have started. So compared to Medicare, they are super fast.

The car rental insurance benefit carrier is terrible!!

I’ve had two claims, chips to the windshield in New Zealand, and a hut and run sideswipe in San Diego, diver and passenger door damage, about $ 4000.

Both claims to forever to finally be reimbursed. I had to send so much paperwork and photos that I was to the point of just putting up with the terrible customer service.

My advice is to call, ask the name of your representative, and keep calling, and be very very patient to finally be reimbursed. 6-10 months is my estimate.

Unless the Chase car rental coverage is primary, not secondary, I think the AMEX $19.95 (per rental, not per day) premium coverage is a better choice as it's primary...

I filed a claim last year for a cancelled river cruise due to health issues. Once Chase received the documents and my doctor’s letter, they paid the balance after the tour company paid a 40% reimbursement.
This year, I had another health issue and had to go through Chase to get reimbursements for airline tickets. The airlines wanted to give me vouchers, but Chase got reimbursements instead. I personally think Chase does a good job of covering travel insurance issues.
No travel insurance is perfect, but Chase has come through for me.

Chase is primary. To my knowledge the only primary CC insurance

Big negative change for New York residents with CSP/CSR – no more primary rental coverage in the US if you have personal auto insurance:

From the Guide to Benefits – Auto Rental Coverage:
New York Residents, inside the United States coverage is primary unless You have personal automobile insurance in which case it is excess.

From the original email Chase sent in August:
New York residents should review the New York specific coverage terms and limitations for Purchase Protection and if applicable: Lost Luggage Reimbursement and Auto Rental Coverage.

Capital One Venture X still does not have this specific exclusion so I’ll be using that for rental cars going forward.