Disaster Class Travel Insurance Story
I've been a Sapphire Reserve holder for some time now, and have happily used the card for travel. I never had any issues with buying tickets on the portal until now:
My June 22nd flight from IND to JFK got canceled due to weather in NY. This ticket was purchased through the portal, but I was refunded directly by the airline without any issues.
However, I was flying to JFK because I had a separate flight (also purchased on the portal, with a different itinerary) to IST. That flight departed on time without me on it, I was no-showed, and I could not do anything about it. There were no other flights leaving from IND to JFK that would allow me to make that flight.
I applied for trip cancellation insurance on 6/30.
On 7/15, I received a letter stating that I still needed to upload documentation that the flight was canceled and proof of non-refundable expenses. The proof that the flight was canceled and my only expense (the ticket) was already uploaded from Day 1.
Shortly afterward, the claim was denied. I called and was advised to upload a 2nd review request form - which I did on 7/28.
After being ghosted for some time, last week I called again to see if there were any updates.
I was then told that I needed to upload a document stating that the flight was canceled due to a covered reason - which I requested from the airline (who also has not yet sent said document).
I then got a letter stating the expense being claimed is not covered under "What are Covered Travel Expenses?" - which, if the airline ticket is not covered, I do not know what is.
Today my 2nd review was denied as well. Not sure I have any other recourse besides venting here.
Needless to say, the card isn't worth it if the benefits don't actually work and are only used as a selling point on the brochure. I am out 2000$ for a vacation I never had.