ComplaintsforEclaims

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had American Airlines lose my bag on a trip in January. I made a claim through the airlines for the bag and after several months I received a check for most of my items. They did not cover two of the electronic devices in the bag. I then turned around and made a claim for the electronic devices with my credit card company (eclaimsline being the provider for this service).I received an immediate rejection since I took too long to make my claim. However, they indicate on their form that you need to make an initial claim with the airlines and then once complete make a claim with them.I then asked to escalate and they indicated that I could only escalate if there was new information.I don't understand how I can be denied when I needed to wait for the initial claim to be adjudicated by the airlines.

  Business response

  07/08/2024

  Dear BBB,
  
  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"
  
  Regards,
  ******************
  Card Benefit Services 
  P.O. Box 72034 
  ********, ** 23255 
  Tel: ************** opt. 3 
  Fax: ************ 
  E-mail: *********************************************************

  Business response

  08/07/2024

  Thank you for directing this matter to my attention. I apologize for any frustration the claims process may have caused the customer.
  
  ******************** filed a Lost Luggage claim for a loss that occurred on January 15, 2024, and requested reimbursement for a projector and tablet totaling $753.84.
  
  The terms and conditions require that a customer notifies the benefit administrator within 45 days of the date of the loss. Unfortunately, the customer did not notify us within this required period. In addition, the benefit does not provide reimbursement for computers and their hardware, software, and accessories.
  
  Unfortunately, the claim would be ineligible for coverage as the notification requirement was not met and the items being claimed are excluded from coverage. The customer should refer to their ********* guide to benefits for the full benefit terms and conditions. If the customer does not have a copy available, they may call their issuing bank using the number on the back of their card to request this information.
  
  We truly apologize that we are unable to provide a more favorable response to the customers request for reconsideration. If the customer has any additional questions or concerns, the ***************** can be reached at ************.

  Customer response

  08/08/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In reference to your 45 day time-limit: your policy as I read it in the attached document: "if the claim is If the cardholder fails to immediately report the loss, theft or damage to the Common Carrier or give notice within 45 days from the date that the loss, theft or damage occurred, denial of the claim may result."  This only indicates that a denial may occur and not that it will occur.

  Second, while the lost projector may be excluded under the current policy, I contend that my remarkable writing tablet is not excluded since it is not "professional or occupational equipment or property whether or not electronic business equipment, telephones, computer hardware or software." Additionally, this is an incredibly vague exclusion definition and without an explicit list or a better definition it allows the claims company to be disingenuous at best by giving lip service to providing claims coverage but immediately denying it.

   

  I would like to be reimbursed for the remarkable tablet and not the projector: $484.92.

  
  Regards,
  
  *****************************
  
  
  
  

  
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Claim ******* I submitted the claim 5 months ago but the claim is still pending. I have provided all the documentations requested including the emails from ****** and Booking representatives stating there were no refunds or credits provided. Every time I contacted eclaimsline, I was told that the claim is pending on the company hearing back from ****** regarding credits and refunds. This has already been going on for months. I also was not given any upper time limit on how long this wait would go on. I have already provided the proof of no refund and credit, and the fact that eclaimsline decided to hear back from ****** for months without any end in sight seems unreasonable to me.Please proceed with adjudicating and approving the claim given that all the documentations have been provided.

  Business response

  05/21/2024

  Please find the attached letter as a response to the filed complaint.

  Thank you for directing this matter to my attention.  I apologize for any frustration the claims process *** have caused the consumer.
  
  The customer filed their Trip Cancellation claim # ********** requesting reimbursement for trip costs cancelled due to an injury. In order to finalize a claim, we require verification from each travel supplier confirming any credits or refunds available to the customer as the benefit is secondary coverage.
  
  On May 20, 2024, we were able to confirm that the Vietjet Air expense is non-refundable and a payment was issued in the amount of $197.46.  
  
  In order to consider the claim for an additional payment we would require the customers credit card statement verifying the Booking.com transaction of ***** THB charged to the covered card.  We also need proof of any credits or refunds available for this expense.  We have reached out to Booking.com to assist the cardholder in obtaining this information but have yet to receive a response.  In addition, JetStar Asia offers reimbursement when the cancellation is due to medical.  We would require the outcome of their review as we would be secondary to any potential coverage from JetStar Asia. 
  
  We truly apologize that we have been unable to validate all claimed expenses with the information provided. Once we have received all necessary information, a claim is normally finalized within five business days. If the consumer has any additional questions or concerns, the **************** can be reached at ************.
  

• Initial Complaint

  04/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Rented a vehicle through ***** dealership while my vehicle was being serviced by the dealership. The rental vehicle was secured through credit card which comes with deductible reimbursement through eclaimsline in event of damage to rental. Rental received door ding (from unknown) while in possession, cost to fix $1,541.51, $1,041.51 paid through AAA Insurance minus $500.00 deductible.I opened a claim through eclaimsline for reimbursement of deductible on 03/22/2024. I have uploaded and repeatedly submitted documentation they have asked for. Eclaimsline continues to delay and stall reimbursement, asking for documents that do not exist and refuses to move forward with my claim. I have provided the rental car agreement provided by the dealership, the statement from my credit card showing the $500.00 deductible payment to the dealership as well as the insurance payment to dealership for the rental. Eclaimsline is actively trying not to pay claim as they are contractually obligated to under the terms of my credit card. I have attempted to contact a claims representative for eclaimsline through phone and email and receive no response but to request more documents that have already been provided in an obvious delay tactic by eclaimsline.

  Customer response

  05/09/2024

  This complaint was resolved directly by the business. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I started filing my claim for Trip Cancellation/Interruption on 11/15/2023 and still have not received a resolution. My parents, sister, and I planned our trip to ****** from 10/10-10/27/2023. However, Hamas attacked Israeli ********************* on 10/7/2023 which has resulted in a war that continues to this day. The US ********** of ***** issued a Level 3 (out of 4) travel advisory recommending American citizens reconsider travel to that area due to terrorism. On 10/8/2023, I requested a refund from ******* Airlines, our airline provider, which was granted. Also on that day, I contacted the tour company, Tourist Israel, requesting a refund for the tour package TI83891011, which I had paid for ******* sister. I received verbal confirmation over the ************ proceeded to email me confirming they can refund me for the tours but will try to get a refund for our hotels. Tourist Israel decided to continue to operate the tours and request that I follow up after the conclusion of my trip. When I revisited the conversation with Tourist Israel on 11/13/2023, they said they are unable to process a refund due to the exceptional and difficult emergency situation in ******. I have not received any refund from Tourist Israel.As a ********************** cardholder, one of the benefits I am entitled to is coverage due to Trip Cancellation/Trip Interruption. According to their benefits outlined on page 40, Eligible Travel Expenses covered include non-refundable prepaid travel expenses charged by a travel supplier (travel agency, tour operator, ...) The **************** is within 25 miles of the attacked area by Hamas. I am seeking a refund of $7853.00 (1st installment was $2355.90 and 2nd installment was $5497.10)Furthermore, my parents, who paid for their trip using their *********** Venture X card, have already received notification that they will be reimbursed. I am requesting that I, too, receive the same resolution as I paid for the trip for ******* sister.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife and I were traveling for our honeymoon in August, 2023 and our travel plans were impacted due to lost luggage, a travel advisory from the US Embassy, and an excessive heatwave. We had to cancel some of our flights and hotels and make other arrangements. We reached out to the booking company first, then airline and hotel but none of them would issue a refund, so we filed a claim with eClaimsline on 9/6/23. We had signed up for the credit card we used (through Chase) specifically to cover our honeymoon and make sure we were protected from unexpected events that could impact our trip. I uploaded all the supporting documentation for our claim on 9/6/23 when I filed (claim # **********). After about a week, eClaimsline reached out via email asking for the same documents I had already uploaded. This happened again where they reached out asking for documentation that had already been provided. Eventually, they asked for different documentation which I provided all of on 9/27/23.Since then, the claim has been pending and hasn't gotten anywhere. I've reached out via email and can't get help from anyone. I've called their customer service and am told that no Claim Manager is available, but that they'll call me back. I've even scheduled a time for them to call me, but they never reached out. It's been over six months since I filed the claim. I've uploaded everything that has been requested and have tried to talk with a claims manager to get this this approved. I feel lied to by my credit card company who said that travel cancellations/delays were protected by my credit card. eClaimsline's customer service is unresponsive and is not working to get my money back. I've told them I need them to respond to me or I would be filing a complaint with the BBB, but they still refuse to respond and move forward with my claim. I need eClaimsline to do their job and approve my claim which they cover.

  Business response

  03/20/2024

  Thank you for directing this matter to my attention. I apologize for any frustration the claims process *** have caused the customer.
  
  The claim was reviewed in its entirety and we were able to confirm that we have all necessary documents. We apologize for the delay in resolving the claim. The claim was paid on March 15, 2024 in the amount of $1,026.58. The customer was also notified of the payment on the same day via email and phone call.
  
  If the customer has any additional questions or concerns, the ***************** *** be reached at **************.
  
  Sincerely,
  
  Card ******* Services

  Customer response

  03/21/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  eClaimsLine has been pretending to offer a travel cancelation insurance benefit for ********************** customers, but unfortunately to my dismay, this process is fraudulent. Their service agents spin your wheels and re-request the same information over and over, don't respond within the provided time window (10 business days), and after 19 months of going back-and-forth, are clearly never going to assist in my claim. I lost over $500 due to a canceled trip July 2022 and am still trying to get someone to actually read my claim. This business not only made me lose out on $500, but added stress due to a hole in my account that I didn't know if it would ever get refunded (never did), lost hours of my time over 19 months going back-and-forth, and I've also lost out on the opportunity cost of using those funds in the highest interest rate season for savings accounts. If this was a way to scam customers of their money, eClaimsLine is succeeding.

  Business response

  02/22/2024

  To whom it may concern,
  
  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"
  
  Regards,
  ************
  Card Benefit Services 
  P.O. Box 72034 
  ****************** 
  Tel: ************** opt. 3 
  Fax: ************ 
  E-mail: *********************************************************
   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have travel insurance with eclaimsline. I filed a claim for $176.54 in August of 2023. Eclaimsline is ignoring the case. I have provided all documentation they required. NOTE: ********** has a law that restricts how long an insurance company can take when responding to claims. State law says that insurance policyholders are *********** prompt and timely communications from the insurance company. ********** gives insurance companies 15 calendar days to issue an initial response after receiving a claim. In addition, an insurance company has ****************************************************** reject a claim. [10 CCR 2695.7(b)]

  Business response

  02/09/2024

  To whom it may concern,
  
  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"
  
  Regards,
  ************
  Card Benefit Services 
  P.O. Box 72034 
  ****************** 
  Tel: ************** opt. 3 
  Fax: ************ 
  E-mail: *********************************************************
   

  Customer response

  02/13/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********. 

   

  The company has now responded to my claim. This case can be considered resolved and closed. 
  
  
  Regards,
  
  *************************
  
  
  
  

  
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased airline tickets on 5/5/23 for Copa Air travel 12/26/22-1/9/23. Could not make flight due to Southwest breakdown, so filed claim, on 5/6/23, one day after flight credit expired (which was instructed to us from them when I tried to file immediately) Was told we had to wait until credit expired. Uploaded everything, and for weeks, I called and called to be told to upload the same stuff over and over... It is now 11/29/23 and still nothing. They keep asking us to proof we never used the credit. I called COPA air, they SAID they called them as well and were waiting on them, since ************ is almost December. This is terrible. We were issued a flight credit of $2346.14 in January 2023, which had to be used by May 5, 2023, which of course we did not use and again, they know this! Yet, they string you along, hoping you give up and they don't have to pay. An agent there even alluded that, a lot of their claims just go away.... There is nothing else we can provide. We have sent everything! Chase is no help, as we used that card to book these flights. Never will we ever use Chase Card for booking travel through their site as they do not back up their customers. We need this money back!

  Customer response

  12/18/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Eclaims regarding complaint ID ********.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have a United Explorer credit card (by *****) that offers a trip insurance. This card is not free. Once in many years I had to open a travel insurance claim (advertised as a benefit) that is handled by eclaims. I open the claim on 10/26/2023 with an agent who suggested to file it as a trip cancelation / claim number: **********. After I provided all information and documents it was closed, and re-open as a trip delay claim, and a new claim number assigned: ********** on 11/8. I found out about it because I received an email with another client name, and immediately called to find out that they confused two claims names information, and missing some information which was already provided. No status of the claim has been communicated. Extremely poor customer service. No escalation contact information is provided. All I could get is my examiner name: ***** and that it is under review by a 3rd party administrator with no name provided.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Eclaims is a insurance provider that processes trip delay claims occured through my chase sapphire card. After a nightmare of an experience with a flight cancellation at ******************* on August 10th 2023, I had to 1) find accommodations that night for my family including 2 young children and 2) find flights back home to ***. American Airlines told me their next schedule flight was many days away, which was not an option so i had to take 2 one way flights back home with different airlines.I have provided Eclaims above and beyond what is needed and they have repeatedly asked me to provide a 'length of delay' documentation which is obvious and clear from what i've submitted. As per other experiences with consumers, they are simply dragging their feet to avoid a payout and I need to find a resolution ASAP. I'm hoping this BBB claim can help move this process along.

  Customer response

  12/12/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Eclaims regarding complaint ID ********.
  
  Regards,
  
  *************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩