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Claims Center

Frequently Asked Questions

Program Overview (Auto Rental Collision Damage Waiver)

What is the rental agency’s website?

Some of the commonly used websites are:

What do I do if I have an accident or the vehicle is stolen?

You must notify Card Benefit Services as soon as possible. Please refer to your Guide to Benefits provided to you by your Issuing Bank as there are specific timeframes in which you must notify Card Benefits Services of your loss or damage. You do not need any documentation to notify us of your claim, simply submit your information online to start the process and receive a claim number.

What does this waiver cover?

  • Physical damage and theft of the covered rental vehicle.
  • Valid loss-of-use charges* imposed and substantiated by the rental agency. *This is a fee that the rental agency charges while the vehicle is out of service due to damage.
  • Reasonable and customary towing charges, due to a covered loss, to the nearest qualified repair facility.
  • Reasonable administrative fees charged by the rental agency.
  • The program does not provide coverage for liability, injury to anyone, medical expenses, or loss of personal belongings.

Is there a deductible for this waiver?

No, there is no deductible. However, certain card products provide coverage that is supplemental to and in excess of your personal automobile insurance. This means the program may cover eligible expenses not covered by other insurance.

I do not have personal automobile insurance. Will you still cover me?

Yes, you will be covered as long as your claim is within the guidelines applicable to your eligible card. If you have no other source of insurance, the card's Auto Rental Collision Damage becomes the primary coverage in accordance with the terms and conditions of the program.

What do I need from the car rental company?

The most common items are listed below; however, additional documents may be required:

  • A copy of the Accident Report or police report and the rental agency's statement of claim document, which should indicate the costs you are responsible for and any amounts that have been paid toward the claim.
  • A copy of the initial and final car rental agreement(s).
  • A copy of the repair estimate or itemized repair bill.
  • Two photographs of the damaged vehicle, if available.

How do I file a claim?

You must notify Card Benefit Services as soon as possible. Please refer to your Guide to Benefits provided to you by your Issuing Bank as there are specific timeframes in which you must notify Card Benefit Services of your loss or damage. Simply submit your information online to start the process and receive a claim number.

Program Overview (Baggage Delay)

What is the airline’s website?

Some of the commonly used websites are:

What are reasonable expenses?

Reasonable expenses include but are not limited to meals, lodging, toiletries, medication, local transportation and personal use items.

What family members are eligible?

You and your Immediate Family Members are covered. Immediate Family Members means your Spouse or Domestic Partner and their children, including adopted children or stepchildren; legal guardians or wards; siblings or siblings-in-law; parents or parents-in-law; grandparents or grandchildren; aunts or uncles; nieces or nephews.

What is a Domestic Partner?

A person designated by you who is registered as a Domestic Partner or legal equivalent under the laws of the governing jurisdiction or who is at least 18 years of age and competent to enter into a contract; is not related to you by blood; has exclusively lived with you for at least 12 consecutive months prior to the date of enrollment; is not legally married or separated and as of the date of enrollment has with you least 2 of the following financial arrangements: a joint mortgage or lease, a joint bank Account, joint title to or ownership of a motor vehicle or status as a joint lessee on a motor vehicle lease or a joint Credit Card Account with a financial institution. Neither you nor Your Domestic Partner can be married to, nor in a civil union with, anyone else.

Program Overview (Purchase protection/security)

What does the Purchase protection/security benefit exclude?

Some of the common exclusions are, but not limited to motor vehicles, their parts and accessories, animals, living plants, antiques, collectible items, software, items purchased for resale, professional, or commercial use, consumables, perishables, travelers checks, cash or tickets of any kind.

Am I required to file a police report?

A police report must be filed with 48 hours from the time of theft.

What documents are required to evaluate my claim?

A sample list of documents we recommend you have available include:
  • The original itemized sales receipt with the last four digits of your credit card imprinted on the receipt. If the receipt does not have the last four digits or is not eligible, the monthly billing statement showing the charge will be required.
  • A copy of your insurance declaration page or a notarized statement of no insurance.
  • If more than one method of payment was used, documentation tying the purchase back to the covered account must be included.
  • For theft, a copy of the police report filed within 48 hours from the time of theft.
  • For damage, an estimate of repair, the repair bill, or a statement of non-repair which must come from the manufacturer or authorized repair facility.

Program Overview (Price protection)

What type of advertisements are covered under the Price Protection benefit?

You may submit both printed advertisements or non-auction internet advertisements. For advertisements of cash only, closeout, liquidation, going out of business, sales and limited quantity promotions coverage is limited to one per item per year for each account.

What type of advertisements are excluded under the Price Protection benefit?

Some of the advertisements not covered include, but are not limited to advertisements of flea markets, fire sales, flash sales, or private live auctions or auction site internet advertisements, cell phone service agreements/contracts, or a photograph of a price quote, sale sign, price tag, sticker or receipt, the purchase of airline miles, rewards, points, or items purchased for resale, professional or commercial use.

What documents are required to evaluate my claim?

A sample list of documents we recommend you have available include:
  • The original sales receipt with the last four digits of your credit card imprinted on the receipt. If the receipt does not have the last four digits of the credit card or is not legible, the monthly billing statement showing the charge may be required. Please note, shipping, handling fees and sales tax, if any are not covered by the program.
  • Original printed or printed copy of the non-auction internet site advertisement which displays the date and time of the advertisement. Please note, the advertisement must be for an item identical to the one purchased.
  • If more than one method of payment was used, documentation tying the purchase back to the covered account must be included.

Program Overview (Trip Delay)

What is the airline’s website?

Some of the commonly used websites are:

What does this benefit cover?

When your covered trip is delayed due to a covered hazard, as specified in your Guide to Benefits, you may be reimbursed for reasonable expenses, like meals and lodging, toiletries, medication, local transportation (if needed) including taxis to or from the airport, rental cars, non-courtesy shuttles, buses or trains and other personal use items. This benefit covers up to the amount specific to your credit card on a trip-by-trip basis, which means it can protect you every time you purchase a round trip ticket with your card.

Who is covered under this benefit?

The cardholder, the cardholder’s spouse or domestic partner, and dependent children under the age of 22 years are covered under this benefit if their ticket was charged to the eligible card.

Is this coverage primary or secondary to other insurance?

Coverage is supplemental. This benefit provides coverage after any other valid and collectable insurance for which you are eligible is paid.

Do I need to notify you when I experience a trip delay?

Yes, we must be notified within 30 days from the date of the delay.

What are covered hazards?

Covered hazards under this benefit include equipment failure, inclement weather, strike, hijacking, and skyjacking.

What documents are required to evaluate my claim?

We recommend you have the following documents available:
  • Copy of monthly billing statement showing last 4 digits of account number to confirm the travel fare was charged to the covered account
  • Copy of the statement from the common carrier to verify the reason the flight was delayed
  • Copy of itemized receipts for claimed expenses
  • Copy of detailed original and updated travel itineraries and/or common carrier tickets

Are there any exclusions?

Yes, please refer to the Guide to Benefits provided with your card, or contact us so we may review the exclusions with you.

Program Overview (Lost Luggage)

What is the airline’s website?

Some of the commonly used websites are:

What does this benefit cover?

If your luggage is stolen, or misdirected by a common carrier, this benefit will reimburse you the difference between the amount claimed and what your carrier reimburses for lost luggage.* Every time you travel, the benefit covers up to the amount specific to your credit card, as long as you pay the entire cost of the ticket with that card.
*Depending on the specific coverage on your card, this benefit provides coverage for reimbursement for carry-on luggage and its contents and/or checked luggage with the airline.

Who is covered under this benefit?

The cardholder, the cardholder’s spouse, and dependent children under the age of 18 (under 25 if a full-time student) are all covered under this benefit if their ticket was charged to the eligible card.

Am I required to file a claim with the airline?

Yes, coverage is supplemental and will pay after any other valid and collectable insurance for which you are eligible is paid.

How long do I have to file a claim?

To begin the claim process, you need to immediately notify your carrier and provide us with a copy of the claim settlement. We must be notified within 20 days from the date of loss. All supporting documentation must be received within 90 days from the date of incident.

What documents are required to evaluate my claim?

We recommend you have the following documents available:
  • Copy of monthly billing statement showing last 4 digits of account number to verify the transaction
  • Copy of the initial claim report filed with the common carrier and a settlement response
  • Copy of your homeowner’s declaration page or a notarized statement of no insurance
  • The settlement response from your insurance company
  • Any receipts in your possession for the items being claimed

Are there any exclusions?

Yes, please refer to the Guide to Benefits provided with your credit card, or contact us so we may review the exclusions with you.

Process/Timing/Expectations

I've just entered my claim information. When can I expect an update?

Within 5 business days correspondence will be sent requesting documentation needed for evaluating your claim.

I was assigned a claim number. Does that mean my claim will be approved?

Your claim number is for reference purposes. All claim adjudication is predicated on receiving all documentation necessary to evaluate and process your claim, based on the terms and conditions of the benefit.

Please remember to have your claim number handy whenever you need to reach us, and also include your claim number on all correspondence that you send us.

What are the next steps?

Correspondence will be sent to you detailing all the specific documentation needed for evaluating your claim. See Documentation below for further detail.

If you need more information, how will you contact me?

We will contact you via email and/or phone.

Do I need to check the website frequently?

The Manage Your Claim section of the website will reflect the status of your claim as of last review. Please allow 5 business days from receipt to review new documentation. You can also Contact Us to obtain additional information on your claim.

How long does it take to pay my claim?

Once all documentation is received your claim will be processed within 5 business days.

Can I print out the claim information I entered?

Yes, you can print your information by clicking on the button labeled "Print" on your confirmation page.

Can you pay the rental company directly for the damages? (Auto Rental Collision Damage Waiver)

Yes, the payment is made by check and can be issued directly to the rental agency or to you. If at any time during the claim process you wish to change the payee, please Contact Us.

The rental company has charged my account for the damages. Will you credit my account? (Auto Rental Collision Damage Waiver)

For security purposes we do not have access to your account so we cannot credit your account directly. The payment is made by check and will be issued to you or the rental agency.

My account is accruing interest on the damage charges, what are my options? (Auto Rental Collision Damage Waiver)

A typical claim takes 8-10 weeks to obtain all the documents required to finalize a claim because they come from different sources. We recommend that you continue to make minimum payments on your credit card account until the claim is settled. You are responsible for obtaining all required documentation, if you need assistance obtaining required documentation, Contact Us. If you have any questions about your credit card account, please contact your financial institution directly by calling the number on the back of your card.

Documentation

What documents will you require to evaluate my claim? (Auto Rental Collision Damage Waiver)

A sample list of documents we recommend you have available include:

  • A copy of your receipt or monthly billing statement as proof that the entire rental was charged and paid for with your eligible card.
  • A statement from your insurance carrier (and/or your employer or your employer's insurance carrier, if applicable) showing the costs you are responsible for and the amounts that have been paid toward your claim. Or, if you have no other insurance, please provide a notarized statement to that effect.
  • A copy of the Declaration Page (if renting within your country of residence) from your primary automobile insurance carrier showing your collision and comprehensive coverage and the deductible that applies to these coverages at the time of the incident.
  • A copy of the accident report or police report and the rental agency's statement of claim document, which should indicate the costs you are responsible for and any amounts that have been paid toward the claim.
  • A copy of the initial and final car rental agreement(s).
  • A copy of the repair estimate or itemized repair bill.
  • Two photos of the damaged vehicle (if available). This is highly recommended in the event of a significant incident.
  • Any other documentation deemed necessary by Card Benefit Services to substantiate your claim.
  • Please do not highlight information on the documents you submit as our document scanners cannot process highlighted information. If you require additional clarification about any documents, please refer to the Glossary of Terms.

What documents will you require to evaluate my claim? (Baggage Delay)

A sample list of documents we recommend you have available include:

  • A copy of the charge slip or receipt demonstrating that the Common Carrier tickets were charged and paid for using your eligible card.
  • A list of receipts for essential items purchased while baggage was delayed.
  • A copy of any check, settlement, denial or explanation of coverage issued by the Common Carrier together with a copy of the Common Carrier's claim form, and a copy of the luggage claim check.
  • A copy of your insurance declarations page and documentation of any settlement of the delay.
  • Any other documentation deemed necessary by Card Benefit Services to substantiate your claim.
  • Please do not highlight information on the documents you submit as our document scanners cannot process highlighted information. If you require additional clarification about any documents, please refer to the Glossary of Terms.

How can I submit my information?

You can upload information while you File a Claim or Manage your Claim on this website. You may also email the information to eclaimsline@eclaimsline.com or mail:

Card Benefit Services
P.O. Box 72034
Richmond, VA 23255-2034

***Please reference your claim number on all information. Also, please do not highlight information on the documents you submit as our document scanners cannot process highlighted information.

I do not have any of the documentation needed, can you help me?

Yes, we will be glad to help. Ultimately, you are responsible for obtaining all required documentation. If you need assistance obtaining required documentation, Contact Us.

Foreign Claims

My accident/incident occurred in a foreign country. Are there any special rules?

No, the same documentation is needed to evaluate your claim.

The documents are in another language; do I need to have them translated?

Please submit the documents you have and we will be happy to have them translated when received.

What exchange rate will be used when processing my claim?

In most cases exchange rates will be based on the date of incident.

I did not get a police report, what do I do?

If it is needed, Card Benefit Services will advise you and assist in retrieving this information.

Insurance Impacts

Do I have to file this claim with my insurance company before submitting my claim to you?

In most cases no, you may submit your claim with us at anytime. However, please note that if coverage is supplemental and in excess of any applicable coverage, the program will cover eligible expenses that would not be covered by your insurance company.