Virginia Surety Co Inc - Chicago, Illinois

Dan D.

INSURANCE FRAUD. Very disappointing that Chase selected this company as the one to support their card benefits. Both representatives I spoke to were confused why my claim0s were denied and agreed the adjusters should have approved them.

Very suspicious that the representative on the phone said he needed to make a note to the adjuster that they provided me with the benefits guide. I suspect that they deny claims in hopes that cardholders will not question or further research the benefits guide to appeal claims.

The adjuster stated that my trip delay did not meet the time requirement for reimbursement when in fact it did because it clearly stated as such in their benefits guide. The representative on the phone agreed and was also confused why the adjuster denied my claim.

For my trip interruption, it was denied when clearly it is a covered claim under the benefits guide. Very disappointing experience and clunky. The vendor American Express partners with is much much better than Chase's partnership with Virginia Surety

Tomasz O.

Absolutely horrible experience with Virginia Surety Company, Inc. I filed a travel insurance claim on December 28, 2024, through my Chase Sapphire Reserve credit card, and since then, I have been met with nothing but delays, unresponsiveness, and complete disregard for customer service.

I have called daily for updates, only to be ignored, transferred endlessly, or outright lied to by representatives. No adjuster or supervisor ever seems to be available, and my requests for callbacks go unanswered. It has been months, and my claim remains unresolved.

This company operates in bad faith, using delay tactics and lack of communication to avoid paying out legitimate claims. Their conduct is unethical and unacceptable. I have now filed a formal complaint with the Massachusetts Insurance Complaint Board, and if I do not receive a resolution immediately, I will be taking legal action.

Avoid this company at all costs. If you have travel insurance through Chase or any other provider using Virginia Surety, be prepared for a nightmare if you ever need to file a claim.

Elaine

Horrible, horrible service! This company is a joke. I have approximately 5 hours into trying to file a claim only to constantly be told they are “experiencing difficulties” and have them hang up on you. I assume they are hoping you just give up, not this time! I will be making a complaint to the Ohio Attorney General’s office and our local television station that loves stories like this. I am thankful that I document everything! Chase is just as guilty for hiring such an inept company to handle their claims. It may be time to move on from them also. It’s really not smart to lose excellent customers in these tough times.

Karan M.

This terrible and fraudulent company unfortunately provides trip interruption/delay coverage through my American Airlines executive world elite MasterCard. We were recently stuck twice in the US Virgin Islands due to the two major named snowstorms coming through the Midwest and the south. We were traveling with our two young children. Due to the limited flights coming out of the islands, we could not be accommodated with flights for multiple days after each cancellation due to weather. We reached out to our card benefits line, and we were told that we had a valid trip interruption and even a delay. I called multiple times and was told that we had a covered loss. As such, we took the time to keep our receipts and send in all of our expenses. We were notified yesterday that we did not have a covered loss because all of the airplanes flying to or from our destination were not canceled for 24 hours. This was never mentioned to us by the person taking our information and validating our concerns. When I asked the senior management person how exactly I would find out if the airport was closed for 24 hours, she couldn’t answer this for me. Seeing these other reviews really tells me that this company is awful.

Kiara L.

I have been a Chase cardholder for over 5 years and filed my first travel insurance claim after requiring medical attention on a recent trip. The process of navigating this claim has been a disaster and I cannot believe that Chase uses this company. I have gotten the run around, have received multiple requests for documentation that has been submitted 3 times and every person that I’ve spoken to is just as confused as I am. I feel that they are purposely giving me the run around in hopes that I give up on the claim.

R M.

On October 4, 2024, I was in a disastrous flood in Southeast Asia. I was staying at an elephant rescue park in Northern Thailand when the flood came and we were trapped; we had to be rescued by paddle boat. Everything was destroyed. My trip was cut short by more than 2 months. On October 5, I contacted Chase Cards Benefits to file a travel insurance claim. On October 16, I sent in all of the appropriate documents of expenses that should have been covered. I spent 2 months waiting for a response. I constantly called them to ask what was going on and no one understood why I had to wait for so long to hear back. I just kept hearing “the claim is pending.”

I received a small amount that did not even cover all of my hotel expenses or the flight change fee. When I received the email, I called them again. While waiting after 20+ minutes, I was hung up on twice. I called again and the employee said I could file a complaint. I did this and also asked for a reconsideration because something was obviously wrong with my claim and something was missed.

According to the Chase website, my card has “Trip Cancellation/Interruption Insurance if a trip is cancelled or cut short by sickness, severe weather, and other covered situations.” I sent proof that I was in a deadly flood. I sent everything in that they asked for and they did not cover what was supposed to be covered according to their website.

Liang X.

I've been a Chase Sapphire Reserve cardholder for many years, and I have never used the purchase/theft coverage feature until September. I had recently sent my son off to college and bought him a new bike for $140. While the bike wasn’t particularly expensive, it was an important purchase for him. Unfortunately, after just over a month of use, the bike was stolen. The cable lock had been cut, and there was no sign of the bike anywhere.

I filed a theft claim online with Chase, hoping to get some assistance, only to receive a denial letter from this Virginia surety company, Inc. The reason for the denial was: "Items that are lost, or that mysteriously disappear," meaning anything that vanishes without clear evidence of wrongdoing, aren’t covered. According to it, because there was no direct evidence of the thief, my claim was invalid. This felt utterly ridiculous—most thefts don’t come with witnesses or irrefutable proof, so it seemed like a poor excuse to deny my claim.

Frustrated, I tried calling the number on the letter to get further clarification. However, I couldn’t reach anyone. The phone menu didn’t provide an option to speak with a representative, and after multiple attempts, I gave up.

With poor customer service and questionable claim denial practices, it’s clear that their priority is profit, not customer satisfaction. Save yourself the trouble and look for a more reliable provider.

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updates:
After contacting Assurant through Instagram, then email, phone call. I added police report, then a payment was received. So the problem was finally resolved.

Abhinav K.

Edit - some corporate drip from the "Executive Resolution Team" reached out to me to "discuss further" and "find common ground". Obviously she was just a corporate shill interested in nothing more than holding the (incorrect and fraudulent) company line.

The original fraud Virginia Surety perpetrated was as follows:

Benefits Guide for their trip delay insurance says "This benefit covers reasonable additional expenses incurred by the Covered Traveler during the delay, until travel by the Covered Traveler becomes possible. Reasonable expenses include meals, lodging, toiletries, and medication."

The adjuster for my claim indicated that they would not include ground transportation because ground transportation isn't one of those 4 items.

This is a gross and deliberate twisting of the English language and insurance norms. The benefits guide has reasonable expenses including those 4 items. The guide fails to specify that ONLY those 4 items are included, and it further fails to specify that other types of expenses are NOT reasonable expenses.

This is insurance fraud. I will be getting the insurance commissioners in Illinois, North Carolina, and perhaps Massachusetts involved, depending on jurisdiction. This company enjoys pretending like its clients are idiots, and wants to dig in its heels and fraudulently deny claims as long as it possibly can. It's probably (correctly) worked out that the money it saves by grifting its clients will outweigh any money lost on case-by-case consumer complaints.

Original Review -
Disgusting company. I've been a Sapphire Reserve cardholder for years. Filed a trip delay claim. Denied Lyft, car rental, etc during the trip delay claiming that "ground transportation" wasn't included. Absolutely insane!