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Business Profile

Insurance Claims Processing

E-CLAIMS USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Claims Processing.

Complaints

Customer Complaints Summary

  • 51 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/03/2023

    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 for Chase Ink Preferred Business credit card ************ Services, we took a trip last year and during this trip all of our baggage was lost by the airlines, the tickets for this trip were bought with Chase, we were travelling with our two kids including a 1 year old who is extreme lactose intolerant. We were travelling with clothing for all travelers, medication and required milk products. All of which were lost in the checked luggage by the airlines. We have opened a claim with the airlines once we reached the destination and followed up with airlines and they were not able to trace the luggage. Upon reaching home we opened a travel insurance claim with chase and provided all the required information. They have given use a run around for first couple of months saying they are not able to reach the airlines. They then said they need to make three attempts before they paid the claim. They dragged this for another 6 months and we kept calling them every couple of weeks but the claim never moved. Then once even they are not able to reach airlines on the three attempts now they are just dragging their feet to pay the claim. This is a benefit which is advertised in the member benefit services yet they give you are run around hoping you go away. This is a card which has an annual membership fee and advertises all the travel benefits in various travel websites yet they don't want to honor a legitimate claim for lost physical luggage barring the hassle in foreign land and issues that come with lost luggage on a trip.
  • Initial Complaint

    Date:07/31/2023

    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.
    I booked a rental car using Chase Sapphire Preferred and denied extra insurance so that I would be covered under the collision waiver insurance that is offered by ******************* card. In *******, I was rear-ended by another car which fled the scene. Ultimately, I payed $1700 in cash there for the damaged billed and submitted a claim for reimbursement with E-Claims line. This was in May. It is now almost August and I'm still waiting for a review of my documents and a decision from E Claims Line to refund me the money I paid. Throughout this ordeal, I have been asked an unreasonable number of times to submit the SAME documents (!!!) over and over again. I have been told that they would review documents within 5 days and they have not held up their promise. I have been asked to provide documents that were not provided by the rental car agency. It has been an absolute mess and headache. It just seems like Chase and EClaimsLine do not want to honor their benefit services and want to give their customers such a difficult time to receive their money from a benefits claim. It is not surprising that many customers have given up on pursuing their claims further with how difficult it is to complete the process. This needs to change! I want my money back and will definitely be taking my business to other credit cards.
  • Initial Complaint

    Date:07/10/2023

    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.
    My flight from *********** to *********** in March 2023 was cancelled, and I contacted eclaimsline for insurance benefits. I was told that each passenger would be covered for up to $500 each, totaling $1,500 since I was traveling with my wife and child. I submitted all receipts as well as flight cancellation letter from ***** Airlines. After so many calls with numerous agents, I kept experiencing push back from them stating they needed additional explanation from the common carrier. One agent I spoke to claimed she was the claims administrator assigned to my case. I told her the reasons were "flight operations, crew uncovered, pilot availability", but I could not get an official letter from delta stating that. She said if I was able to provide that in writing they would approve the claim and pay me $1,450 in reimbursement. When I spoke to *****, they said it was on their internal system and they could not provide it. But somehow I was able to retrieve that in writing and sent it over to this company. Weeks passed by without hearing and when I contacted them to follow up, another who claimed to be the assigned administrator stated she had never spoken to me before. That is a LIE! She said they will be reaching out to ***** themselves to find out more information as for the delay. I was worried that my claim would be closed out after 90 days. I was told to not worry as they will keep trying. When I looked again online today lo and behold, my claim shows as closed. I tried reaching out to them with no success as the phone line keeps disconnecting. This is an absolute horrible company and they need not be in business anymore. All the employees are trained to reject claims and reviews online are nothing but a headache. I hope BBB can work with them to get them to re-open my claim so I can get reimbursed.
  • Initial Complaint

    Date:06/10/2023

    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 submitted a claim for a missing baggage, which should be covered by eclaims insurance. I have uploaded all the documents they requested, yet nothing has been done to resolve my claim. I have called the office at least 5 times and every time they say they will get back to me in a few days. It is almost 5 months since I submitted the claim, still no response.
  • Initial Complaint

    Date:06/07/2023

    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 submitted a Purchase Protection claim (via my chase freedom credit card) in the first week of April. I have received no update since. Attempts to call them results in multiple delays and transfers (1 hour), and then them hanging up or saying the internal system is down and they cannot review or provide an update on the claim.Their website is also always down and will not let me review the claim status - an error screen always pops up when I input the claim number.The claim should have been resolved by now, and if not, an update after two months would be reasonable, but it seems like they do not want to review / process the claim nor provide me with the status.
  • Initial Complaint

    Date:05/20/2023

    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.
    ** March 2023 Ive decided to take a vacation with my wife to ****** and the ***** island of Santorini. Unfortunately the ****** had a strike on march 16 which i was at that point in Santorini. In order to live the island and dont get stuck there i left my trip short on the 14th of March at 3 pm. So i had cancelled two scheduled days that would have spend in Santorini including a hotel stay. After my arrival to the ** Ive filed a claims with eclaims through my Chase credit card, and provided every bit of documentation they have requested. From march until may 20 Ive been getting the same call that all documentation have been provided is in good order and we would finalize the claim with ***** hours. I would get a call a week later asking questions that *** answered multiple times before or asking for the same documentation that i have provided multiple times before. There is no management to talk to or a supervisor. This claims is been dragged on for months now.
  • Initial Complaint

    Date:05/17/2023

    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.
    ** June 2022, my flight from ******, ******** to ******, ***** was cancelled and I was put on a flight the next day. This resulted in additional expenses due to an overnight stay in ******, the loss of prepaid reservations in ******, and ultimately the loss of my family's luggage for 5 days. All of these instances are covered by the Eclaims insurance provided by my ********************** credit card. The trip was booked through Chase Rewards and all replacement accommodations were paid with the Chase card.I immediately opened claims **********, **********, and **********. I provided all receipts, emails, and documentation provided by the airline and Chase Travel. Eclaimsline is requesting additional documentation that cannot be obtained from the airline. I have filed claims, made international phone calls, and gone in person to Chase offices. Eclaimsline has called the airline themselves and cannot get the statement.I have every receipt, boarding pass, and booking number to show the trip interruption and loss of luggage. Eclaimsline is closing the claims without warrant and no longer replying to messages.
  • Initial Complaint

    Date:04/28/2023

    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.
    Dear BBB,I filed a lost luggage reimbursement claim with Eclaims regarding my lost luggage during my Air France flight on July 2022. The Claim number with Eclaims is **********. It has been several months since the claim was filed with exclaims and I have received no updates on the status of my claim. Each time I reach out, I am simply told that a representative is looking into it, but I have not received any concrete information about when I can expect a resolution. As a result of this delay and lack of communication, I am now reporting this matter to Better Business Bureau. I believe that Eclaims has an obligation to provide timely and transparent communication to their customers, especially when they are dealing with a stressful situation like lost luggage during travel. I filed a compensation claim with Eclaims as they supposedly offer insurance protection for such incidents via my **** of America credit card. The last email I sent them, I got this reply Our records indicate that your claim is pending and the examiner is reaching out to Air France for verifications. You should receive an update on your claim from the assigned examiner once the information has been reviewed. But this is the case every time I follow up. The claim has been open for almost a year with no resolution. Please BBB, reach out to Eclaims ************* Services and have them process my claim so I can be compensated. Air France paid us $1711 for the lost luggage however the items in the bag totaled $3000 and with the insurance we have our credit card, Eclaims was suppose to pay the difference. Thank you!

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