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:03/12/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/19/2024

  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.

  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

  Date: 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

  Date:01/29/2024

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/29/2023

  Type:Product 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.

  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 Answer

  Date: 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

  Date:11/25/2023

  Type:Product 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 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

  Date:11/09/2023

  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.

  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 Answer

  Date: 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,
  
  *************
  

• Initial Complaint

  Date:10/31/2023

  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.

  June 23 2023 $814 USD + ****** USD Eclaims is obligated to provide reimbursement for travel expense incurred due to named storm under credit card insurance agreement. Card expressly covers this. Eclaims admitted it. Is now attempting to prolong payment/stall. Says they need to wait for a useless travel credit to expire in January of ****. The flight will have to originate from a country which I do not plan on traveling to. Secondly, they are obligated to reimburse me for a hotel night due to the storm. Neither of these have been resolved. I call the claim number and receive the same message "we will review and get back to you in 48hrs" This is not the case. As discussed with the agent, "there is a lot of notation on the claim". This is because I have to keep calling back. Each time, there is another "new" document requested. The wording in the credit card contract is very simple we will be reimbursed: The credit card benefits explicitly state that Severe Weather: impacts a reasonable and prudent persons ability to: (a) safely travel to the departure point of a Common Carrier on which You are scheduled to travel; or (b) safely remain at a booked Provider of Lodging, or a Host at Destination location listed on Your travel itinerary; or B) causes the cessation of operation of a Common Carrier for which You are scheduled to travel provided that such cessation of operation causes. As I understand it, the benefit of having this particular card is to protect me in the event of an Interruption of my trip that is beyond my control. I provided all required documentation. The company has continued to stall on paying even the room night that was unused. I have continually called to get a resolution and continue to have the company stall on the payment. The process should be in a timely way, but has not been the case. Four months of calls is not timely.

  Customer Answer

  Date: 11/29/2023

  [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

  Date:10/05/2023

  Type:Product 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 traveled to ******** on 6/5/23 British Airlines lost my luggage for 4 days. I filed a report with them, and also with eclaimsonline.com with my credit card. Its been almost 4 months since I returned and still waiting to hear from eclaims. I have sent in all documentation and receipts and still nothing. I send emails daily but cannot get any satisfaction. This is irresponsible for a company to treat people this way. Im frustrated and angry that is taking so long for my claim to be settled. My claim number is 0009349722-001 I have spoken to them on the phone, but nothing does any good. Im tired of the excuse that there isnt enough staff. Im not poor, but not rich either, and could really use the money that is owed to me. I have all my receipts, boarding cards, etc. I uploaded a few, but the majority of my real roots is on Genius scam.

• Initial Complaint

  Date:09/28/2023

  Type:Product 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.

  Car rental insurance claim initiated on 06/29/2023. All documents were uploaded. Asked to provide more. Provided more on 7/8/2023. Received many call backs where the "agent" will hang up or say they will call me back and don't. I call back and I can't speak to an examiner but rather someone who tells me they need what they already have. They are asking for a document I have provided. I finally spoke with someone who said they need this document and they have requested from car rental agency and if they don't get after third attempt they will proceed without it as the document I have provided is sufficient. They keep saying they will call back in less than 5 days to discuss with me. It generally takes 2-3 weeks and then when they get a hold of me they say they will call me back because of bad connection and do not - resetting the 2-3 week hold. I am routinely lied to from this company. "We can't connect you with an examiner" "a supervisor won't be able to as well" - I'm speaking with a supervisor now and they said they will connect me in 2 minutes with an examiner. This Company is terrible.

  Customer Answer

  Date: 09/28/2023

  Good afternoon, 

  
  

  I was able to connect and rectify my issue today shortly after submitting my complaint. No need to retract (as it took several months) just updating the claim.

  
  

  Thank you,  

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  My credit card (******************* Preferred) uses Eclaims for their travel insurance coverage. I submitted a claim 2/2023 for approximately $1000 in travel losses which should, based on my extensive review, meet criteria for reimbursement based on the policy provided by *****. Since my initial claim was submitted, I have contacted Eclaims numerous times through various portals (email, website, phone) to obtain an update on my claim which they are never able to give - the call center takes down my information and says they will have the agent call me but they never do. I am intermittently (every several months) sent automated emails stating my file is incomplete and asking me to submit documents that have already been submitted then get no answer when I request an explanation as to why my existing documents are not sufficient. I have read similar testimonials online from others so I feel that the business is purposefully ignoring customers and giving them the run around to avoid paying appropriate claims. I feel this needs to be investigated and I would appreciate BBB assisting me with completing my claim. There are many, many documents involved so please let me know which would be helpful and I will send them. Thank you

  Customer Answer

  Date: 09/28/2023

  The claim # is 0008877963-001.

  Customer Answer

  Date: 10/10/2023

  Hello,

  
  

  I would like to provide some additional information on this claim. I have been in contact with the travel insurance company (Eclaims) and they reported for the last 2 weeks that they were awaiting a response from the travel provider (cruise company) regarding our cancellation. I have a direct contact at ****************** who is very responsive and I provided them with this email address - ****************** confirmed that the travel insurance company has made no effort to contact them. This supports my claim that they are purposefully delaying my claim (8 months now) and are blatantly lying about the things they are doing behind the scenes.

  
  

  Is there any other update from the BBB about this claim?

  
  

  Thank you,

  
  

  ***************************