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:11/15/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 for trip delay reimbursement as offered by my credit card on 8/11/2024. I received notice that additional documents were required by the claim examiners and uploaded those documents to the claim portal the same day. I then received notice that further documentation was required and uploaded these additional documents on 8/19/2024. Shortly thereafter, I received another request for documents that I had already provided, with the assertion that they were needed to process my claim. I uploaded all of the documents to the portal again on 8/28/24. Since that time, I have received repeated requests for the same documents on 10/4/2024, 10/30/2024, 11/6/24, and 11/14/2024. Following each notification, I have provided the documentation requested, and every time, I receive a response claiming that they are still needed. I have called and spoken to representatives of the company on four separate occasions and they have asserted that they will add notes to my file for the claim examiner to review. Today, I received yet another request for the same exact documents. This is just unreal.

• Initial Complaint

  Date:10/03/2024

  Type:Order Issues
  Status:

  UnpursuableMore 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.

  APPEAL OF DECISION **********

• Initial Complaint

  Date:08/28/2024

  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.

  Claim Number* ********** I am writing to formally appeal the denial of my trip cancellation insurance claim for my hotel booking scheduled for June 19, 2024 to June 21, 2024. My reservation was booked through Chase travel, and I was due to check into ***** ****** ** ****** ************ ***** ** ********** on this date. Unfortunately, due to an unforeseen incident, I was unable to proceed with my travel plans as scheduled. From June 15 to June 19, 2024, I was in Chicago and planned to drive to Indianapolis on June 19. On June 19, my car windows were smashed, and items from my car were stolen. This incident rendered my car unsafe and illegal to drive on the highway, as broken window fragments posed a serious hazard. Given this unforeseen circumstance, I was compelled to remain in Chicago for two additional days to repair my vehicle. This delay directly resulted in my inability to check into the hotel as planned. According to the ***** ******** ******* ******** *****, trip cancellation insurance provides coverage for "severe weather, terrorist action, or other covered situations." While the incident involving the vandalism of my car falls under the category of "unforeseen and unavoidable circumstances" which severely impacted my travel plans. The policy also specifies coverage for “situations out of your control,” and the vandalism incident directly meets this criterion. Furthermore, the policy mentions that trip cancellation benefits cover "non-refundable travel expenses" when "a covered loss" prevents you from completing your trip. The inability to use my car due to the damage sustained is a direct impediment to my travel, thus qualifying as a covered loss.

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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 Trip Delay claim. The requirements are clear: expenses covered for trip delays due to authorized reasons for a delay that covers more than 6 hours or requires an overnight stay. Weather is an authorized delay. My flight was cancelled because of weather. Original flight supposed to leave at 8pm on 6/30. Next flight didn't leave until 7/1 at 6am. This is BOTH over 6 hours (10 is larger than 6) AND OVERNIGHT. Eclaimsline REJECTED my claim because they said it "was not a delay of more than 6 hours nor did it require an overnight stay". I called and the woman on the phone read me the FLIGHT TIME of my original CANCELLED flight (1.5 hours) and said "your flight was only delayed for 1.5 hours". For a company whose SOLE RESPONSIBILITY IS TO PROCESS AIRLINE CLAIMS, you would think such a mistake would NOT be made, ESPECIALLY when I submitted my original flight information showing the CANCELLED departure time of 8pm, THE NEW FLIGHT INFORMATION THAT SHOWED I LEFT AT 6AM THE NEXT DAY, AND a statement from the airline confirming all of this. Frankly this shows bad faith on the part of Eclaimsline, that they make these "mistakes" to not pay out claims or to make the process so long in hopes that RIGHTFUL OWNERS OF INSURANCE BENEFITS never receive payment. This is right in line with what everyone else has said. I filed an appeal and have not received a response. Disgusting behavior from this company, there needs to be a class action formed seeking both compensatory and punitive damages for these awful and seemingly standard business practices.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  1/4/2024 Filed a claim for a covered loss against travel insurance benefit included with credit card used to pay for travel accommodations. eClaimsLine has intentionally used tactics to delay and avoid processing the claim including slow responses, multiple requests for same/similar documentation already provided, asking for documentation piecemeal to drag out the process. After several weeks of back and forth provided all requested documentation to support my claim on 2/1/2024 and received no acknowledgement or request for clarification/documentation for over a month. 3/4/2024 claim still shown pending, requested a status update and told that they are awaiting additional information which has already been provided to the best of my ability. This is a known and ongoing problem that is well documented with this company.

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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 Chase Sapphire Preferred credit card that comes with some benefits, including trip disruption/cancelation insurance. Knowing this, and after reading the fine print of the details, I booked a hotel in the mountains for a long weekend. Unfortunately, the hotel was nonrefundable, and of course the area received a major winter storm that lasted the entire weekend, on top of that where we lived we were also under winter storm watch/advisories with severe weather/cold that was well into the negatives. We were unable to make the drive and had to cancel. That being said, we were not refunded the hotel stay. I used the **claims service. Uploaded the receipts and documentation of the storm, and I submitted my claim for around $884. I received an email about 8 business days later stating I did not incur a financial loss therefore they are closing my claim. Baffled, as this was a straightforward situation and I did incur a loss, I tried calling the number they provided, but every time I called, I got disconnected on their end. I've yet to reach an actual human being. I've emailed back, but their response times are 10 business days, and they have closed my claim. If I had known this service would be worthless, I would have obtained supplemental trip insurance. The fact I can't even discuss the situation with a claims representative is frustrating. This company should not be allowed to operate, and I am confused why Chase contracts with them.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 done everything in their power to avoid paying out a straightforward purchase protection claim made available as a benefit to Chase creditcard holders. My claim, #**********, was submitted in March 2023 and as of mid-January **** it is still not closed due to them continually asking for documentation that is not possible to obtain or documents/information that has already been provided and/or discussed multiple time. They do not contact you back when they say they will; I have lost count of the number of times I've called to wait on hold and speak to someone only to be told that there is only an option to schedule a call back with a claims examiner, then only to not get a call back. I've asked multiple time for this examiner to be removed from my claim and have it reassigned only to be told half the time that the request has been submitted and the other half that its not possible to do so. They intentionally or unintentionally and incompetently have made this process as painful and drug out, probably in an attempt to have it abandoned on my end, and based on what I've seen online in reviews this is common practice.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 writing to express my deep concern and dissatisfaction with how this business handled my recent claim, which I find to be unprofessional and unacceptable.In the wake of multiple flight cancellations and a subsequent rebooking, I diligently sought guidance by contacting their office. Following their advice, I bundled all related expenses into a single claim under the trip cancellation category. During these interactions, I was explicitly assured that I would be reimbursed for expenses associated with the trip cancellation and delay.Despite my proactive approach, I faced ongoing challenges. I reached out both before and after submitting my claim, seeking clarification on the inclusion criteria and providing the requested documentation, including receipts. The frustrating outcome, however, was being informed that none of my receipts were deemed applicable after months of back and forth.This discrepancy between the assurance given and the denial of my claim after extensive communication is disheartening. It is only now, months later and after numerous exchanges, that I am being informed of the denial.Such discrepancies are not only professionally concerning but also emotionally distressing. Misleading individuals dealing with complex situations such as mourning, terrorism, and war, especially those facing significant financial burdens due to circumstances beyond their control, is both unprofessional and, frankly, cruel.I request that they, at the very least, reimburse a portion of the losses incurred.

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 the insurance claims company that is associated to my bank, Chase. I filed an insurance claim (#**********) for a prepaid trip to Maui, ****** that included flights, hotel, and rental car and was impacted by the Maui ******* wildfires. The trip occurred on August 8, 2023. When we arrived to the airport I picked up the rental car and drove to the hotel. The hotel did not have power the whole time we were there due to the West Maui fire. The roads were all closed and I was not able to use the rental car or even leave the hotel area because it was close to the fire zone. I submitted an insurance claim for this as my Credit Card was covered up to $10K for travel impacted. I have been dealing with Eclaimsline for 3 months without any clear status of my claim and I just recently was told the insurance would not be covering my request for refund for the flight or the rental car. I am filing this compliant to recoup my expenses for the flight and rental car because they were impacted by the natural disaster and the insurance company should cover these costs.

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  On July 3, 2023 I made a purchase using my Chase United Quest card, which offers Purchase Protection. Unfortunately, the item required a replacement, amounting to $105.95. Eager to take advantage of the benefits promised to me, I diligently followed ******* procedure and submitted a claim with E-Claims Line in July (******************************************), and received claim number 0009250530.Fast forward to almost October, and I'm still navigating an endless cycle of document submissions, clarifications, and waiting periods. Despite ensuring that all required documents were provided, I'm consistently met with requests for resubmissions or notifications of missing documents.The promise of Purchase Protection shouldn't translate to hurdles and delays, making users feel like they're embroiled in a marathon rather than a straightforward claims process. This experience feels less like a benefit and more like a deterrent, possibly designed to wear customers down until they abandon their ***************.Is this the image that Chase and EClaimsLine aim to uphold? As a loyal cardholder, I anticipated an efficient, transparent, and supportive claims process. The current experience unfortunately echoes sentiments of false advertising, and I've noticed many other customers sharing similar grievances.Chase and EClaimsLine need to revamp this process to align with the expectations they've set. I am hopeful for a swift resolution to my claim, but am also seriously considering diversifying my credit card portfolio based on this experience.