Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:08/18/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/16/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 08/30/2024

  This complaint has not been resolved 

• Initial Complaint

  Date:08/06/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:07/18/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/21/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 05/09/2024

  This complaint was resolved directly by the business. 

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.