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:08/21/2023

  Type:Order 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 purchased the use of a rental car (from Hertz) using my **** card (United MileagePlus Select, issued by *****). My contract with ***** stipulates that paying for a rental car with this credit card provides me with insurance on that rental car. There was damage that occurred to the car during the rental period, and I paid the amount assessed by ***** (**** Euros). I filed a claim with the insurer who handles these things for *****. The insurer is Eclaims. I filed all paperwork (attached) last year, and Eclaims has continually refused to pay, making a variety of excuses about not having received the paperwork, the paperwork not being legible, the paperwork not being complete, etc. I want this claim paid, meaning that Eclaims reimburses me **** Euros as soon as possible. Dealing with Eclaims has been a nightmare, and you are my last resort.

  Customer Answer

  Date: 09/18/2023

  [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,
  
  *************************
  

  Business Response

  Date: 09/20/2023

  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:08/19/2023

  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.

  A claim was created on eclaims for a travel interruption claim.My sister in law fell ill and we had to pay a change fee of $2,857.50 to return early for my wife and daughters. Immediate family member falling ill is a covered benefit claim via eclaims for chase sapphire credit card holders and immediate family members. I am the card holder and my wife and daughters ticket was booked on my card.A claim was created with eclaim claim number ******* on June 27th. After all documents are uploaded the claim should be processed in 5 days,Eclaims kept requesting information that was already available to them just to delay the process.Example 1 - send physician letter from PCP not specialist. Sister in law was in care of cardiologist specialist so that is why letter was sent from cardiologist. After multiple calls and explanations this was resolved.Example 2 - send refund summary. Kept explaining no refunds or credits were received. Sent 6 months of statements yet they did not accept. The tickets were booked through chase travel and all emails and communication was uploaded. Still they made me reach out to turkish airlines and I got an invoice with full breakout even though I did not book directly with airline. Finally this was resolved.Now in order to stop the claim they keep saying to get proof that the amount paid was a change fee despite having all invoices, statements, and documentation. How else can someone prove that a fee was paid to change? I even offered that they can call me and we can call chase travel together just so the examiner hears with his or her own ears that there was change fee.The claim was placed in final status after 2 hours on hold and speaking with an examiner explaining that it was a change fee.Then 3 days later we are now back at square one and theyre asking for proof of change fee. The examiner does not call me back and does not call airline for proof.This is a valid case and needs to be resolved without delay.

  Business Response

  Date: 08/22/2023

  From: Eclaimsline <*********************************************************>
  Date: Tue, Aug 22, 2023 at 9:37 AM
  Subject: Re: [EXT] You have a new message from the ******** BBB. Consumer complaint #******** [#*******]
  To: <******************************************************>
  

  
  
  

  To whom it may concern,
  
  Thank you for your email. We are unable to access shared folders or links. Please visit www.eclaimsline.com to upload documentation or respond to this email with attachments.
  
  Regards,
  ************
  Card Benefit Services 
  P.O. Box 72034 
  ****************** 
  Tel: ************** opt. 3 
  Fax: ************ 
  E-mail: *********************************************************

  Customer Answer

  Date: 09/18/2023

  [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:08/17/2023

  Type:Service or Repair 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 filed a lost baggage claim with EClaims in February 2023. 6+ months later, I am yet to receive a response for it. I have been asked to provide a number of clarification / additional documents which I have immediately provided. Yet my claim remains pending. I have called every week, and unable to reach a claims examiner over the phone. Literally every week, I receive the same response - "your callback is scheduled for ***** hours" and "our large claims volume has slowed processing". I lost my bag after my wedding and am missing valuable items which me and wife need to replace. It is unacceptable that I have not been compensated for this long. I am disappointed that credit cards ******* ************ continue to have a relationship with EClaims line for travel insurance services despite such poor customer services and issue resolution.

  Customer Answer

  Date: 09/11/2023

  Complaint was resolved after several escalations via ******** Chase Executive team, and complaints to the ************************************

• Initial Complaint

  Date:08/09/2023

  Type:Product 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 am a Chase Manhattan Sapphire Preferred Cardholder. My husband and I took our first trip outside of ***************** to ****** and *****. We booked our entire 3-week vacation through Chase Travel Rewards. Our entire trip ran smoothly until the connecting flight back the the US via *************** on May 25, 2023: BA had a boarding systems failure AND an employee strike on that day. That information made global headlines, by the way. My husband and I were left on the tarmac for 45 minutes and as a result missed our flight that we were told by BA staff was canceled, either way...We were stranded for three days in ******, booked at two separate hotels (through Chase Travels) and I rebooked our flight back on May 27th through Chase Travels, assured by ***** that we would be reimbursed upon our return through Chase ************* Services. EClaims (************* Services) is simply and totally NOT AT ALL A BENEFIT to Chase cardholders. The website itself says, "I am designed to lose all information I request of Complaints." And that is exactly what's happened since July 3rd. I have spent hours and hours sending via email, uploading, the EXACT SAME INFORMATION that EClaims sends me letter after phone call, and then a letter and then phone call (oh, yes) telling me that never received it. I have spoken to **************** twice so they can tell me that do not uphold Chase Card policies but their own?!?!?! That it partners with ***** but is a separate company from *****?!?!?! So what does that mean? Now I am being asked to physically mail in everything I have sent and resent and am now taking another day off to compile all the materials and do over and over...NO MORE. $5724.00 for flight cancelation/rebooking $1,170.00 hotel, food, transportation costs plus interest rates. Chase reimburses for flight delay/cancelation plus hotel, food, transportation costs.: EClaims are stretching out the claim filing/processing so they can close it...

  Business Response

  Date: 08/29/2023

  ECLAIMS representative ******* informed they need the Uber actual receipt as well as receipts  for the food and an itemized statement of expenses they send email requesting information needed on 08/10/, 08/20 and left a voicemail on 08/23

• Initial Complaint

  Date:08/07/2023

  Type:Billing 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.

  Due to a detached retina and eye surgery, I was unable to travel. Under the insurance terms of my United ************* credit card I submitted a claim with ************ Services on April 25, 2023.Both by Email and ***** I submitted all the documentation at my disposal; also, I've spoken with at least 10 of their claims representatives. The total amount of the claim comes to $333.17. I'd appreciate it if the BBB could follow up and se to it that a check is issued to me. Separately, I am sending a copy of this form as well as documentation to you via ***** Thank you.

  Customer Answer

  Date: 09/12/2023

  [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:07/26/2023

  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.

  Re: Claim Number ********** I am reaching out to express my dissatisfaction and concern regarding a recent incident with eclaimsline. My claim was denied under circumstances that I believe were unjust, and I hope you can assist me in seeking fair treatment.I rented a vehicle from ***** and was involved in a hit-and-run accident. Upon reporting this to ***** and returning the vehicle as agreed, I was informed that there may be subsequent charges resulting from this incident, and that they would reach out to me with these charges if they were to be incurred.However, I found myself waiting several months for a communication from *****. It was only 97 days after the accident that ***** sent their first correspondence, advising me of the impending charges related to the accident. This letter, dated May 15, 2023, came so late after the incident that it left me with a very narrow window to submit my claim to eclaimsline, given their stipulated 100-day limit, especially when factoring in the standard mailing duration.While I have full respect for eclaimsline's 100-day policy, it is important to note that the delay in communication was no fault of my own. The delayed issuance of the letter from ***** compromised my ability to submit the claim within the mandated timeframe.I find it distressing to be penalized due to ******* delayed communication, especially when I was initially informed that charges may not necessarily be levied. I had opted not to take the rental company's insurance coverage, believing in the security provided by ****** policy. However, the recent denial of my claim, despite the submission of all relevant documents and adherence to the policy's terms, has left me disheartened.I am now faced with a $1000 deductible that Hertz is charging me. Given the circumstances, it seems just and reasonable that this cost be covered under my credit card's benefits, a request I feel compelled to make due to the exceptional circumstances of my case.

  Business Response

  Date: 08/15/2023

  Dear *************************, 

  Please find the attached letter detailing our review. 

  Sincerely, 

   

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

  Claims Escalation Analyst Travel Claims, ***
  *******************************************************************; 23233
  *******************************************

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair 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.

  This is for a travel insurance claim made in May. My claim number is **********. Almost three months later, eclaimsline continues to delay payment, inventing new reasons and roadblocks. My experience is that I've submitted all requested documents, have been asked for those same documents again and again and have repeated this process multiple times. Eclaims sends the same form letter with no meaningful explanations. When calling this company they will put you on hold until you give up.I truly believe their disgraceful level of service is an intentional business strategy hoping people will abandon their claims. There should be an investigation of the company.

  Customer Answer

  Date: 08/18/2023

  [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 only received standard form letters from Eclaims requesting the same information that has already been provided at least 5 times. The claim has not been processed or paid. Complaint ID ******** remains unresolved for more than three months.
  Regards,
  *************************
  

  Customer Answer

  Date: 08/25/2023

  [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:07/24/2023

  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 am a Chase Sapphire Reserved cardholder. One of the benefits of this card includes Trip Delay/Cancelation reimbursement. On February 3rd, 2023 I canceled 4 Turkish Airline tickets to Europe due to my mother in-laws Emergancy knee replacement surgery. My wife and I were required to be my mother in-laws primary caregivers. According to our Chase Sapphire benefit package our situation would be covered under their Trip Delay/Cancelation package. On February 7th, 2023 I submitted our claim and attached the required documentation. On June 17th, I uploaded a claim response pdf to the eClaims portal requesting our adjuster to be changed. It is now July 24th, 2023 and there has still been NO resolution to our claim. The claim adjuster has continually asked for different documents which we have provided each time. At this point, we have provided every document imaginable. It that our our claim adjuster is committed to ensuring our claim is unsuccessful. Our claim isn't difficult to process. eClaimsline has been more problematic than helpful. It's nearly impossible to reach a representative by phone and our various electronic communique remain unanswered. We are asking for our claim to be processed with positive results and for our canceled tickets to be fully reimbursed as promised by our benefit package.

  Business Response

  Date: 08/18/2023

  Per terms and conditions for the trip cancelation benefits by the issuing Bank. They need the Physician statement to explain if the person was stable 60 days prior to the purchase of the trip. The Dr should updated the same Physician statement  form that doesn't have that part completed,once form is update please upload to on the website www.eclaimsline.com and follow up with a call 24 hours later  to verified they got it. **************

• Initial Complaint

  Date:07/14/2023

  Type:Product 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.

  Background: I have Chase Sapphire credit card and booked flights to/from ****** to ******* (in December 2022) using the credit card. The flight on 12/25/2022 back from ******* to ****** was cancelled due to severe blizzard and no airplanes could take off from ******* for at least three days. I contacted ***** asking the travel insurance coverage where they confirmed food, accommodation, and daily required items (I.e., diapers, toilet papers) are covered by the insurance.Communication with Eclaims: I filed the claim on 1/11/2023 for $1,815.37. The expenses I filed included food and hotel expenses for my family. They credited me back with the amount of $1,053.61 which is way less than it should be. They didn't confirmed with me the final amount before closing the claim, which is unacceptable. When I called back to figure this out, they said they missed some of the receipts (although they were listed in the portal) and asked me to send an email to them. So, I wrote the email, listed all the details, and uploaded the missed receipt. However, they ignored my email. I didn't get any contact from them for the next two weeks. I had to call back and ask them to look at my email and reopen the case. Even the care was reopened, I had to wait another two weeks to get a call back. The communication is extremely painful and inefficient. I doubt that they deliberately delay the process such that the consumers eventually give up on getting paid from the claim.Furthermore, I made the most recent call on 7/14/2023 to inquire the claim status which has been pending for six months. The representative was extremely rube. When I was explaining the situation, she put the call on hold before I finished talking. She didn't give me any notice before doing so. It demonstrated that Eclaims doesn't care about the consumer's right and don't want to pay what they should be paying.Please help. I need my money back and Im done with the extremely long process and ignorance from Eclaim.

  Business Response

  Date: 08/03/2023

  Eclaims confirmed over the phone

  the claim ********** was paid out 05/18/2023 $ ******* +$ ****** 07/14/2023 

• Initial Complaint

  Date:07/06/2023

  Type:Product 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.

  Card ******** Services (aka eClaims) provides services to card holders of the United Explorer credit card, including payment for lost luggage when flying with United, when booked with the ****** credit card, above and beyond payout from United themselves. On my flight from ********* to ****** 12/27/22, my bag was lost in transit and not recovered. I went through claim process with United to receive $1500. On 2/24/23 I filed initial claim with eClaims, providing requested documentation. I was unable to provide receipts for all items in the suitcase (as this is not a reasonable requirement for items that were purchased more than 2 years ago in some instances). Instead, I provided the list of items that I provided to United and an estimate of what it would take to replace the items. Between 2/24 and 7/6, I attempted to provide additional documentation through their web UI as well as via email. I was given conflicting statuses and information at various points including: - Documents incomplete. I resumbitted via the web form. - Documents not legible. I resumbitted via email. - That the documents I sent were not acceptable, as the amount shown on my credit card statement did not match the amount charged on the itinerary (a difference of $30). I explained no less than 3 times to various phone agents that I changed my itinerary after the initial booking and, instead of a credit card refund, I received a flight credit. I provided a screenshot of this $30 credit from the United website.Overall, my communication with eClaims includes at least 8 emails and at least 5 phone calls. Each time a customer service rep could provide no new information, and saying I needed to speak with a claims examiner but they could not transfer me. I had to request an examiner call me at some unspecified time for this call, and I was unable to answer when they called due to work. This most recent time I was told they would call on a specific day (7/5/23), they simply did not call me.

  Customer Answer

  Date: 07/28/2023

  All referenced email communications were sent to *********************************************************.

  I've attached relevant documents. Please let me know if anything else is needed.

  Business Response

  Date: 08/18/2023

  Dear *************************, 

  Please find the attached letter detailing our review. 

  Sincerely, 

   

  *******************************
  Claims Escalation Analyst Travel Claims, ***
  *******************************************************************; 23233
  *******************************************