Readers say this bank card insurance coverage supplier is not dependable: Here is what it’s essential know

Many bank cards provide advantages like journey cancellation insurance coverage, rental automotive safety or different journey insurance coverage advantages that may assist your loved ones when issues come up throughout a visit. Nevertheless, these perks are useful provided that you should use them as marketed.

We obtain an alarming variety of emails complaining about journey insurance coverage claims, usually telling an identical story: The declare has been submitted and has gotten caught in a loop of asking for a similar paperwork repeatedly with seemingly no technique to transfer ahead. The overwhelming majority of those complaints are associated to at least one firm: eClaimsline.

EClaimsline supplies journey insurance coverage advantages for a lot of of our favourite journey bank cards, significantly ones issued by Visa. Sadly, the method of coping with eClaimsline has left lots of our readers questioning what to do.

Here is what you need to find out about journey insurance coverage supplied by eClaimsline and easy methods to enhance your odds for a easy claims course of — or whether or not you need to depend on these advantages in any respect.

What’s eClaimsline?

EClaimsline has contracts with quite a few bank card issuers to supply journey insurance coverage advantages like rental automotive safety and journey cancellation insurance coverage on Visa bank cards. As this can be a third-party service, you take care of eClaimsline on to submit claims and obtain reimbursement for claims — not together with your financial institution.

As a profit supplier, eClaimsline doesn’t difficulty bank cards, neither is it owned by the financial institution that points your bank card.


Which bank cards use eClaimsline?

Most Visa playing cards issued within the U.S. use eClaimsline if they’ve journey insurance coverage advantages, together with these in style journey playing cards:

The knowledge for the Premium Rewards Elite and Altitude Reserve playing cards has been collected independently by The Factors Man. The cardboard particulars on this web page haven’t been reviewed or supplied by the cardboard issuer.

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Issues reported with eClaimsline

As some readers report, the expertise of utilizing these advantages is irritating — and generally akin to not having advantages in any respect.

The Higher Enterprise Bureau has not accredited eClaimsline, which has a buyer score of 1 out of 5 stars on the BBB web site.

And critiques on Trustpilot are overwhelmingly damaging. Out of 189 current Trustpilot critiques of eClaimsline, 87% of those are one-star critiques. Quite a few reviewers report the identical downside: submitting paperwork, being requested for those self same paperwork once more after which repeating this course of a number of instances.

Many people don’t rush to go away critiques on an insurance coverage profit that functioned as anticipated — that means critiques of those merchandise are inclined to skew negatively.


The method of repeatedly sending requests for a similar paperwork (which have been already submitted) is why readers ask us if eClaimsline is deliberately creating roadblocks, hoping folks will abandon their claims. Sadly, eClaimsline did not reply to our inquiries about these complaints.

A few of our readers’ experiences with eClaimsline

Listed below are 4 examples of experiences that readers have shared with us simply over the previous month:

  • Vicki known as the quantity on the again of her bank card to substantiate that rental automotive insurance coverage advantages would apply to her journey to Italy. After receiving a invoice for scratches on the automobile, she submitted a declare and supporting paperwork. She reported a collection of lengthy maintain instances, being transferred to totally different departments repeatedly and even an agent hanging up on her. When asking for calls at prearranged instances or emails with particulars, the promised communication by no means arrived. Her declare has been “pending” since September 2022.
  • Jeff had a canceled flight final yr. No alternate flights have been out there inside 24 hours, so Jeff and his spouse “have been informed to seek out various transit.” Jeff submitted a declare for a lodge keep and prepare tickets in August 2022 and was informed to submit the identical paperwork once more a number of instances. Jeff says eClaimsline closed his declare after sending an e-mail to the airline and never receiving a response, and Jeff is uncertain easy methods to reopen his declare or transfer it ahead.
  • James known as to request info earlier than submitting a declare. He was supplied a unique quantity to name, and that division supplied but a unique quantity for him to name. Then, he was informed to go to an internet site — one unrelated to his declare or advantages. He contacted us asking easy methods to submit a declare as a result of he felt cellphone representatives have been making the method troublesome deliberately to discourage folks from submitting claims.
  • Michael took a motorcycle journey to France final July for 2 weeks. His bicycle didn’t make it, so he filed a declare for additional bills incurred throughout his journey. He uploaded a complete of 75 totally different paperwork and nonetheless hasn’t obtained a response on his declare, regardless of being requested to add the identical paperwork a number of instances.

Associated: Do you have to get journey insurance coverage if in case you have bank card safety?

Learn how to enhance your probabilities for a profitable, easy declare

It is attainable to file a declare by mail. Nevertheless, it’s possible you’ll discover it simpler to submit your claims on-line at — particularly because the cardholder advantages guides and eClaimsline web site advise this technique results in processing your claims quicker.

Earlier than you submit your declare, it is vital to know the declare deadline and to make sure you file earlier than this date. You additionally ought to know what’s and is not lined underneath your coverage or insurance policies to keep away from spending time on claims for bills that are not lined.

Associated: What your bank card’s journey safety covers — and what it would not

When submitting your declare, guarantee you have got all the following:

  • All receipts for which you need reimbursement (needs to be itemized).
  • Info associated to the declare, together with not simply prices but in addition dates, instances, locations and names of related folks, if attainable.
  • All paperwork associated to the declare, equivalent to physician’s notes and letters from an airline stating the rationale for a flight delay.
  • Translations of any paperwork not in English.

Including a canopy letter explaining the character of your declare, the declare quantity and a quick overview of why you are submitting the declare additionally might assist. When you select to file your declare by mail, don’t ship unique paperwork. As a substitute, ship copies and make sure you preserve all unique paperwork in case it’s essential submit them once more later.

After submitting your paperwork, you should be your individual advocate. Be well mannered however persistent in following as much as know the standing of your declare and the rationale for delays.


What to do in case your declare is not transferring ahead

Sadly, lots of our readers have reported complicated messages from eClaimsline asking them to submit paperwork that have been already supplied. A lot of them encountered this identical difficulty greater than as soon as. This may trigger your declare to get caught, by no means being processed or evaluated for cost.

What must you do in case you’re caught at this level?

You may name 866-390-9735 to ask for the standing of your declare and the rationale for delays, in addition to to elucidate that you’ve got submitted the requested paperwork beforehand. Whereas the consultant answering the cellphone probably would not work within the claims analysis division, this particular person might be able to add notes to your declare saying the requested paperwork have been submitted (ask them to notice the date that you just submitted these if you realize it).

You even have the appropriate to file a grievance with the Higher Enterprise Bureau and with client advocate organizations in Virginia (the place eClaimsline is headquartered).

Whilst you have the appropriate to complain to your bank card issuer, this may increasingly not make a distinction. Possible, you can be informed to contact the advantages administrator — eClaimsline — for any points associated to your declare. That mentioned, sufficient complaints about advantages suppliers might get the eye of decision-makers on the credit score card-issuing financial institution.

Do you have to purchase extra insurance coverage?

After studying the knowledge above, it’s possible you’ll wonder if you need to depend on eClaimsline-provided insurance coverage advantages or buy your individual insurance coverage as an alternative.

This can be a private resolution primarily based on how apprehensive you’re concerning the claims course of, how a lot cash it’s possible you’ll must float whereas ready for reimbursement on a declare and an understanding of what’s and is not lined by your bank card’s insurance coverage.

Director of content material Eric Rosen selected to purchase rental automotive insurance coverage from the rental company on a current journey. “Whereas I’ve had good experiences and fast responses from eClaimsline for rental automotive fender benders right here within the U.S.,” quite a few delays over a number of months with a rental in France led him to buy rental automotive insurance coverage in South Africa not too long ago. He determined to pay “$7 additional a day … due to the trouble it could save me ought to one thing go fallacious.” His declare in France left him ready for a number of months to obtain a $500 reimbursement (which he wanted to pay upfront), leaving him anxious about fronting lots of of {dollars} once more.

I additionally do not depend on my bank card’s journey insurance coverage. There are a number of the reason why, together with gaps in protection, lack of protection for sure actions and the very fact I’ll not keep in mind which a part of my journey was paid for with which bank card. To me, having an annual coverage that covers all of my journeys is rather more handy.

Associated: Here is why I purchase an annual journey insurance coverage coverage, despite the fact that my bank cards provide journey protections


Chris Wyde, senior vp of engineering at TPG, additionally carries an annual coverage. It’s because his coverage covers everybody in his family, not simply the cardholder or approved customers of the bank card. He thinks it is price paying for the coverage, quite than counting on his card’s insurance coverage, as a result of this profit and additional protection for political strife or medical analysis.

Not everybody will come to the identical conclusion, but it surely’s price evaluating your bank card’s insurance coverage advantages — and doing so earlier than you want them. You might determine they’re ample or might determine you do not wish to (or cannot) pay for an additional coverage. Make this resolution primarily based in your scenario and what’s greatest in your subsequent journey.

Why bank card issuers ought to take note of this difficulty

We do not know the precise variety of claims that eClaimsline evaluates every year, and it is probably that many of those claims are processed and paid in an environment friendly method. Nevertheless, the variety of complaints from our readers and written about on-line benefit consideration earlier than your subsequent journey.

The bank card corporations don’t personal or handle eClaimsline, and they’re going to remind you of this in case you contact them about your declare or issues with eClaimsline. That is although many complaints about eClaimsline describe them as “Chase insurance coverage” or “Capital One insurance coverage,” for instance — so we consider the bank card issuers contracting eClaimsline have a vested curiosity in trying into these points associated to an organization appearing on their behalf to supply providers to their clients.

Backside line

Journey insurance coverage supplies a security web and peace of thoughts in your subsequent journey. Many journey bank cards present these advantages, and receiving these perks out of your card — quite than shopping for a separate coverage — may be advantageous.

Nevertheless, your cardmember insurance coverage advantages are worthwhile solely once they perform as marketed. With eClaimsline, we obtain reviews weekly from annoyed readers who wonder if these advantages are “as marketed.” After understanding what’s lined, what is not and others’ experiences, you possibly can determine whether or not to depend on the insurance coverage advantages out of your bank card or buy a separate coverage.

For Capital One merchandise listed on this web page, a number of the above advantages are supplied by Visa® or Mastercard® and will differ by product. See the respective Information to Advantages for particulars, as phrases and exclusions apply.

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