Consumer complaint received 2023-09-18
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO. (CT)

I am having an issue with filing a damaged baggage claim with Chase. My name is XXXX XXXX, and I have a United Explorer card with Chase ( whose card number ends in XXXX ), that has damaged baggage insurance for any flights paid for with the card. I had such damaged baggage, and my problem is that am being stonewalled by Chase ( or rather, Chase 's insurance benefits administrator, eclaimsline.com ) who is asking for information that doesn't exist. I need help/escalation or some kind of intervention to help get this resolved. My claim number with eclaimsline.com is XXXX. 

We had a damaged bag on a flight on XX/XX/XXXX with United Airlines, and we first filed a claim with United Airlines ( the common carrier ). The bag was destroyed, and the value of the bag was {$190.00}. United refused to cover the bag under ( flimsy ) claims that the damage was common wear and tear. However, they did not do so in writing with any formal documentation ( i.e. no formal claim forms or notice of denial ). They did so via a combination of in-person interaction at the airport and via their text-message based customer service system ( which they route you to when you call their baggage handling department to file a claim ). They refuse to provide any other sort of documentation ( such as a statement or document via email ), and have been ignoring requests for a response. So I am sitting her with damaged baggage that United refuses to cover. I have in writing from United that they are denying the claim via the text-message exchanges, but no special type of formal denial form. It seems that United 's process doesn't have that type of form.

In such instances, the baggage insurance provided by my Chase Mileage Explorer card is supposed to kick-in, and we have filed a claim with EClaimsline. However, our claim is in standstill, as EClaimsline 's representative keeps asking for a copy of the initial claim for damages that I filed with the carrier, as well as a copy of the carrier 's settlement response ( i.e. their denial ).

The problem is that United 's process does not involve either of those things. United instructed me to file a claim over the phone which then redirected me to their text-message based customer service system. It is via their text-message-based system that my claim for damages was filed, and that United eventually made their denial. I have provided both of these things to Chase ( or EClaimsline, rather ).

That is the documentation I have, but EClaimsline is not accepting it, continuing to ask for documentation that does not exist and that United does not provide. Further annoying is that there is no dialogue from EClaimsline or Chase ( i.e. asking me about the situation and what information I can provide to substantiate it ). Instead, they just send me a PDF notice which ( once I open it ) tells me again to provide them with a copy of the non-existent documentation, effectively ignoring the claim+denial from my text correspondence with United.

I don't know what to do. Chase 's insurance is supposed to cover this, and I have spent tens of hours dealing Chase. It has been by far the worst customer experience I have ever received by Chase. I would appreciate any assistance in getting this resolved.