ComplaintsforEclaims
Insurance Claims Processing
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Complaint Details
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Initial Complaint
10/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I am a Chase ******** **** Holder and have built in travel protection benefits. During a flight an airline lost my bags from 8/1/24-8/10/24. During that time I purchased clothing and toiletries for myself and my son as the airline had no *** on when I may receive my bag and started the process of declaring it lost. I filed a claim on 8/27/24 through eclaimsline as the Chase ************** directed. I submitted all documentation and received emails asking for more. The last email I received on 9/10/24 stated that they needed confirmation of my bag delivery, and that it could be an email. I submitted the email chain (which had previously been submitted) showing with timestamps when they found and when I notified them that I had received it. I called back approximately 2 weeks later and had been told that leadership told the claims agent that they needed to call the airline to verify. I was told the claims agent would be in contact in 48 hours and never heard back. I have called back multiple times on long wait times with no resolve. My claim handler is ****** *.Business response
10/29/2024
Dear ****** *****,
Thank you for your email. It is our pleasure to reply. Unfortunately, we were unable to locate your claim with the information provided. Please reply with your ten digit claim number so we can better assist. It will start with "000" or "00"
Regards,
***** *.
Card Benefit Services
P.O. Box 72034
********, ** 23255
Tel: ************** opt. 3
Fax: ************
E-mail: *********************************************************Initial Complaint
09/25/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I filed a trip Cancellation reimbursement through eclaims due to a medical emergency. After a month of back and forth and them asking for different documents, they call to tell me that the hotel expenses that they have been requiring me provide documentation for are not covered. I pulled my benefit guide for the credit card and it clearly states "Eligible Travel Expenses are Non-Refundable prepaid travel expenses charged by a ******************************* Tour Operator, Provider of Lodging, rental car agency, Rented Recreational Vehicle Provider, commercial recreational excursion provider, Cruise Line, airline, railroad, and other Common Carriers). It clearly states that my non-refundable prepaid hotel expenses (provider of lodging) are covered on this credit card.Initial Complaint
09/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I rented a car from Ariz Car Rental on 1/28/24 using my ******************* which provides primary car rental collision coverage administered by eclaims. I had a collision with the rental vehicle and filed claim #********** with eclaims. Ariz Car Rental charged $3000 to my credit card as an initial damage deposit in January, and an additional $2000 to my credit card in July, and sent me a damage estimate, pictures, from the body shop, and a demand letter for a total of $10,106.13 I filed a claim with eclaims and sent in every document eclaims requested. After several months eclaims reimbursed me for the initial $3000 charge to my credit card. They never reimbursed me for the $2000 charge nor did they address the rest of the $10,106.13 bill from Ariz.After several more months and multiple calls and emails Eclaims claimed that Ariz Car Rental has not set up an appointment with the Eclaims inspector to examine the car so eclaims was closing the claim. I spoke to Ariz Car Rental who said that neither Eclaims nor the insurance inspector ever reached out to him or left him any contact info. I reached out to eclaims both by phone and email, asking them to provide me with the contact information for the inspector so that I could personally provide it to Ariz Car Rental so he can schedule an appointment with the inspector so the claim can move forward. Despite several calls and emails eclaim never ************ has now been almost 8 months since the incident and eclaims is leaving me with the bill despite guaranteeing primary collision coverage, and is not responding to repeated requests for info to help them complete the claims process. They appear to be intentionally stalling to avoid paying the claim they are responsible for. I relied on the ***** primary rental collision coverage when I rented the vehicle and am entitled to have eclaims honor the claim. I have provided every document they requested, some multiple times, yet eclaims is not honoring its commitment.Initial Complaint
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am trying to for the past few days to file a new claim with Eclaims.Their website fails consistently at different stages of the filing process with ************************************************ and a message "Please be aware, we are currently experiencing extremely high call volumes. If you have questions about coverage or how to file a claim, please visit our FAQs or Glossary of Terms page. "I have email the company to provide me a solution for filing a claim but have not heard back.Business response
09/26/2024
Thank you for your email. It is our pleasure to reply. Unfortunately, we were unable to locate your claim with the information provided. Please reply with your ten digit claim number so we can better assist. It will start with "000"Customer response
10/01/2024
Dear ******* *****,
My claim id is: **********.
I have been contacted back by eclaims with a resolution.
Thank you for your help and time. We can close this complaint.
Initial Complaint
08/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I own a Chase ******* card, which provides travel insurance, including trip interruption. On our June 2024 trip to *********, our flight was cancelled, and we had to spend and extra night, and fund a hotel, **** rides and food ( total $241.06), I filed a claim with Eclaim on June 18,and provided 16 pieces of documentation online ( hotel bills, receipts, **** receipts, food receipts, proof of tickets, etc.). I have done everything they have asked. I called today, and they still said I needed more documentation. Hopefully they will look into this, and reimburse what I am owed. Looking at the complaints about this business online, I am not sure. .Customer response
09/13/2024
I have not heard from Elaims, ongoing since late June, 2024. They have asked me to send in more documentation( again). In reading online that is their standard practice: stall, stall, stall...Initial Complaint
08/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I filed a travel insurance claim with eclaims on June 19, 2024.Despite weekly follow up attempts, I have not received resolution of the claim.Emails are not returned in a timely manner, phone calls are not returned. Multiple Examiners are assigned with no resolution.Initial Complaint
08/16/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I filed a claim back in May after back and forth emails they said they would only provide me with a partial claim because my mom did not count as immediate family. The coverage states parents are immediate family. I was pressured to separate my receipt from my mother and I even though I told them all the expenses were mine. In the end they just did not want to pay the full claim. I am suppose to receive $326.19 and they are only covering $178.Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Travel delay - June 18 - eclaims number ********** Air France cancelled flight, rebooked next day Had to take cab from airport to cruise ship pier Ship left Had to take taxi to next cruise ship stop Taxi charges total $199.99 Travel delay included with Chase ******** ******* credit card Sent eclaims taxi receipts cruise itiniary Air France flights Air France cancellation notice Air France rebooked flights credit card statements cruise invoice - dates of cruise, amount, eclaims has asked for the same information several times .Customer response
08/30/2024
This complaint has not been resolvedInitial Complaint
08/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I submitted a claim on July 21. Your claim number: ********** We have received your claim. Your claims examiner will be contacting you within 10 business days. During the course of our investigation and evaluation of your claim, it may become necessary for us to request additional documentation. Reminder: You are responsible for obtaining all necessary documentation within the timeframes defined in the guide to benefits provided by your issuing bank.Claim Details Incident Information Claim Reason: Damaged (Other)Date of Incident: 07/21/2024 Incident Country: FRA Incident State: Despite receiving the above, l keep receiving emails stating that they have no record of it. I have asked to work with one person to no avail. Today l asked that the manager in charge email me. I have sent them the **** report and a copy of my ***** sapphire bank statement showing l paid the claim. I have asked them to deposit euros to my bank account in ******. I would also place a complaint against ******************* for using this company despite repeated complaints from customers.Customer response
08/23/2024
***** sapphire has not responded via email. Exclaims continues to have different people respond to my emails. They send me an email with a 48 hour window requesting where to send the money. The link does not work. Despite me informing them on two occasions to deposit the money in our bank account in ******, they have not acknowledged it. IBAN number was also sent to them on 2 occasions.Initial Complaint
07/18/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Travel booked 6/7-6/12/24. Emergency occurred on flight up. Had to fly home same day per doctor and go to ER. My credit card provides trip interruption insurance. Filed claim, was told it was denied because I used the flight. Trip interruption insurance on an unused flight? It would be trip cancellation, not trip interruption, if flight had not been used. Verbiage of benefits on Eclaims site does not match card member agreement, and I think this is the main problem.
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Customer Complaints Summary
42 total complaints in the last 3 years.
24 complaints closed in the last 12 months.