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:06/08/2023

  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.

  Claim number ********** Incident Date 5/33/22 This has been an ongoing insurance claim since May of 2022 with EClaim-with no end in sight. My partner and I were in ***** and came down with *****-unable to travel back to the states at that time, per law. We had to extend our trip and stay an additional week in order to abide by travel restrictions. We missed tours, classes etc due to Covid. I came home an filed the claim via my credit card. I provided ALL requested documents and receipts. Then over the next 9 months have been given the absolute runaround to provide the EXACT same documents I have uploaded on numerous occasions. I provided every receipt, credit card statement, itinerary, confirmation. It is evident this insurance company is stalling and doing everything in their power to not pay out a valid and proven claim. I have recently received an identical and automated letter once again asking me more more of the same documentation. This business practice is abhorrent and unacceptable. Its clear that the intention is to make it impossible and to deny and not payout valid claims.

  Customer Answer

  Date: 06/27/2023

  [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:06/02/2023

  Type:Billing 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.

  As part of Chase Credit card travel benefits, due to a trip delay I filed a insurance claim with Eclaims for the delay. However each time EClaims, asks for more documents even though it has already been provided. In addition, they do not respond to the additional documents provided for months at a time. They have no finally closed out the case with no answer after 6 months. I have called them and emailed them multiple times, but have not received an answer. I have attached the latest case statement on their website showing no resolution or communication from them. I have also attached the emails I've sent to Eclaims. As part of the reimbursement claim, I am asking for a total of $162.51

  Customer Answer

  Date: 07/06/2023

  
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution is very poor after 7 months of chasing them for a response and action.

  I will no longer be using their service and ****************** due to this poorly managed insurance claims business
  
  Regards,
  
  *************************
  
  
  
  

  Business Response

  Date: 07/19/2023

  Sent the Business response to customer. From:Escalations (Allianz Assistance ***) <***********************> Sent:Friday, June 30, 2023 9:15 PM To:**************************** ********************** <********************************> Subject:FW: BBB Complaint - ************************* - ********** Good evening, The Trip Delay Claim ********** for ************************* as been finalized. A payment was released in the amount of $73.50. The cardholder has been made aware of the payment, disbursement email, and clarification as to why the Airbnb expense was not paid via a telephone call. Expenses claimed: $162.51 Airbnb: $89.01 (not eligible as this is prepaid expense) Lyft: $29.99 Food: $43.51 Total paid: $73.50 The Airbnb expense was not eligible for reimbursement as this was a pre-paid expense which is not covered under the Trip Delay benefit. This expense was also not eligible under the Trip Interruption benefit as the weather interruption would have not met the definition of weather. The interruption only caused the cardholder to miss 12% of the scheduled duration of the trip. The cardholder was advised of this and understood why the Airbnb expense was not paid. ********************* Claims Escalation Analyst, Claims Support, ***

  
  

• Initial Complaint

  Date:05/31/2023

  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.

  12/31/2022 I am insured under my ********************** card for travel issues that come up. A ****** Airlines flight I had booked for my family on 12/25/2022 was cancelled because of weather. The earliest new flight they could put us on was 12/31/2022 to go out to ***********. That date was our original return date. The resort charged me for a late cancellation fee since it was the day of I was cancelling. Eclaims has been asking for various documents to approve the refund of the resort cancellation fee. I have been submitting documents for months and there have been more and more documents being tacked on after the fact. ****** Airlines has not been helpful in producing any of the documents that are asked of me from Eclaims. Eclaims is now asking for a travel itinerary of next flight that ****** Airlines could have put my family on after they cancelled the original flight on 12/25/2022. Since they are just not asking 6 months after the fact, ****** does not retain this information. I don't even understand how this information would be available in the first place since when ****** Airlines was trying to rebook us the flights available were changing in real time because of MANY flight cancellations across the country. Overall, Eclaims is not efficiently handling the refund, and they are adding documents outside the original documents expected from initial investigations.

• Initial Complaint

  Date:05/27/2023

  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 lost my luggage on a trip and used Eclaims's insuance. My claim number is **********. I submitted all the documents I have and have not heard from a response for months.

  Business Response

  Date: 07/06/2023

  On Thu, Jul 6, 2023 at 12:12 AM **************************** (**************** USA) <********************************> wrote:
  

  Hi Suzie,

  
  Can you update the attached complaint

   

  

   

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

  Claims Escalation Examiner, Claims Support, ***

  Operations | *******************************************************************; 23233

  Mobile : **************** Fax: **************** | ********************************

   

   

  

   

  From: Escalations (Allianz Assistance ***) <***********************>
  Sent: Friday, June 30, 2023 4:19 PM
  To: **************************** ***************** ***) <********************************>
  Subject: FW: BBB Complaint - *********************** - 0008860528

   

  I've completed my review of the claim. The issue that created the escalation was related to the common carrier FlixBus not having a formal process to make a claim for lost luggage. We have requested both an initial claim and settlement response. The cardholder provided documentation showing the loss was reported but could not get additional documentation. I called FlixBus directly and confirmed that the luggage was not found. 

  To finalize the claim, we will need receipts for the remaining claimed items. The cardholder is claiming $5752.31 for two passengers but has only provided $2471.88 in receipts. I attempted two outgoing calls, left a general voicemail, and emailed a pend letter. I will follow-up on the claim in one weeks time.

   

   

  

   

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

  Claims Escalation Analyst, Claims Support, ***

   

  Bankcard Claims | **************************************************************************

  Mobile: **************** | *********************************

   

   

  

• Initial Complaint

  Date:05/27/2023

  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.

  We had a medical issue that required cancellation of a flight itinerary. We have travel insurance through Chase and were referred to eClaimsline to submit a claim for refund of an unused itinerary. 2/3 people on the itinerary were able to use credit with the airline but one person was not and as a result we have expired airline credit that we are hoping to get refunded via a travel insurance claim. We submitted all documents available on the website under claim # ********** but the claim has not been processed. It keeps being placed in the pending status and the website asks for "common carrier credit expiration" proof which we have already proved. We have submitted multiple emails and screenshots from american stating that the credit has expired. The claim remains "pending" and eClaimsline does not respond to emails regarding the status of our claim. The total outstanding is $315.

  Business Response

  Date: 06/30/2023

  This was a Trip Cancellation claim for three (3) passengers. ***************************** and ******************************* (Cardholder and Spouse), and *************************** (Son). Three airline tickets were purchased from American Airlines for a total cost of $945.57 ($315.19 each). The trip was cancelled as *********************************** fell while working in the yard from a ladder on a sidewalk. The passengers were each issued a travel credit with an expiration date of March 20, 2023. A request was made to American Airlines to extend the travel credit for ******************************* (son) and was denied. The response letter from American Airlines indicates that *************************** and ******************************* were able to redeem their tickets for travel. The ticket for *************************** (*************) was denied the travel credit extension. A supplemental letter from American Airlines indicates that the future travel credit for *************************** did expire.

   

  Unfortunately, on June 03, 2023, a Senior Review was performed on the claim and we issued a payment in the amount of $630.30 citing two (2) future travel credits expired. This was incorrect based on the fact that American Airlines confirmed the two of the tickets were previously redeemed. This only left one ticket available for reimbursement due to the expiration of the future travel credit. This claim was overpaid based on the documentation from American Airlines.

   

  The BBB Complaint does not specifically indicate why the Cardholder filed the complaint however, no additional reimbursement is eligible on this claim based on my findings.