Originally Posted by
threeoh
This doesn't sound right; maybe they thought you were talking about Trip Interruption coverage?
I would just submit a claim on the website. You will need a statement from the carrier stating the cause of the delay (see wiki for how to get one if you don't have one already). It will also ask you the amount reimbursed by the carrier and you just put $0 (if that's true). That's what I've always done (granted, not in the last year).
The rep from eClaimsLine was definitely referring to the Trip Delay coverage. I ended up getting a revised delay letter from United stating that I was not provided any reimbursement.
My claim was approved so ended up getting ~ $100 reimbursed for food and misc expenses at the airport. The delay was during the day so no hotel required.