My Chase Sapphire Reserve travel insurance doesn't work. Where's my $15194?

My Chase Sapphire Reserve travel insurance doesn't work. Where's my $15194?

Two days before Judy Lambert left for her snorkeling trip to Cuba, she got some bad news: Her husband tested positive for COVID. The trip was a washout — and $15,194 went down the drain. Or did it? Lambert had used her Chase Sapphire Reserve Visa to pay for her trip, and her card came with gold-plated travel insurance coverage. After she filed a claim with Chase, a representative assured her she was fully covered for her loss. Inside Then …