American Express Platinum charge card insurance claim scenario

[tinkybelle]

For those of you who rely solely on Amex plat insurance.
I have a senario and would like to know if you think it should or should not be a valid claim.

travelled to Europe late June for 2 cruises. 1 a sea cruise the other a 14 DAY river cruise on the danube.
4 days into the cruise the ship could not travel any further due to lack of water in the Danube.:shock:

so for 3 days the company provided bus tours first 1.2 hour each way second day 1.5 hrs each way 3rd day 2.5 hrs each way.
then we had to wait for the company to decide what to do. as it was a weekend
8 days out with 6 days left of the cruise it was cancelled and 50% refunded.
we had to get ourselves to Amsterdam to connect with our first class frequent flyer ticket or find other ways home
we decided to change our flight to come from FRA 4 days early and drove 5 hrs to get there which we did in 2 days while waiting for the first available frequent flyer flight home.
we charged them for 2 nights accommodation 2 lunches at 32 euro per day car at $200 petrol at $50 and cancellation of 187.50 each for 5000 qantas points. total cost was $1400


apparently this scenario is not a benefit of american express charge card.

obviously we are challenging it.

 

[M@rcoPolo]

apparently this scenario is not a benefit of american express charge card.

Why not? Did they give you a written reply?

 

[tinkybelle]

Why not? Did they give you a written reply?

Yes they said that Amex has not taken this type f cover,
I will post the reply after my 15 days of wait for their response to my complaint. I told them I will take it to the ombudsman. But really Amex what is the use of insurance if this type of disruption is not covered
. Lots of the passengers were booking 4 seasons etc and we thought that a bit rich,
wonder if they have had probs with their insurance too?

 

[M@rcoPolo]

Yes they said that Amex has not taken this type f cover

Did you call them from Europe to explain the situation before incurring the expenses?
Just wondering if they are trying to get out of it because you didn't contact them at the time or else...?

 

[tinkybelle]

No I did not.
as I was not charging them for a full first class flight home and. Had to stay till my flight anyway. Can't live on the street.
and they in no way indicated that I should have.
nothing about that in the letter
just that Amex does not have cruise cancellation once on the cruise as part of the policy!

anyway waiting for their reply.
Just thought I would point out to the many if you with this insurance that it's pretty shonky.
wuld hate to really be relying on this policy.

 

[M@rcoPolo]

Just thought I would point out to the many if you with this insurance that it's pretty shonky.
wuld hate to really be relying on this policy.

Agree but in the future I would make a point of informing AMEX (or whoever the insurer happens to be) of the issues as soon as possible, this way it would be harder for them to argue about it when you are back to OZ and eventually lodge your claim. Anyway please do let us know as things progress, I often rely on the travel insurance that comes with the Platinum Charge so I'm very keen to read your update!

 

[puppysparkes]

If the link below is correct Page 12 of the summary of benefits states: If you need to claim, we’ll do everythingin our power to help you.The only thing we ask you to do is call us.The moment you feel a situation has arisen which may lead to a claim on yourPlatinum Card travel insurance benefits, please call your Platinum Service.

Source: https://www.americanexpress.com/lac...Card_Summary_of_Travel_Insurance_Benefits.pdf

According to pages 21 and 22 you might be out of luck.

 

[M@rcoPolo]

Source: https://www.americanexpress.com/lac...Card_Summary_of_Travel_Insurance_Benefits.pdf

According to pages 21 and 22 you might be out of luck.

CAREFUL !! The document you link is for the AMEX Charge Platinum in the UK - the AMEX AUSTRALIA T&Cs are available at https://icm.aexp-static.com/Interne...ance Benefits/Platinum_RCP_Insurance_0414.PDF

The two docs are similar but not identical - the UK insurance seems more "comprehensive" than the Aussie version...

 

[puppysparkes]

Noted, that is why I said in my post if the link below is correct. A quick scan of page 10 Section (C) Travel Inconvenience CoverCover
and Terms and Conditions applicable to Travel Inconvenience Cover, seems to rule out claims under those sections.

CAREFUL !! The document you link is for the AMEX Charge Platinum in the UK - the AMEX AUSTRALIA T&Cs are available at https://icm.aexp-static.com/Interne...ance Benefits/Platinum_RCP_Insurance_0414.PDF

The two docs are similar but not identical - the UK insurance seems more "comprehensive" than the Aussie version...

 

[RooFlyer]

It sounds like they refused the claim because the cause of the claim - cancellation of cruise - was not a stated benefit of the policy. Sounds like a black-and-white type of situation.

But even if it was a covered event, I'd suggest that your changing your flights was not a direct consequence of the cruise being cancelled (rather it was for your convenience), so costs in changing your flight, and getting to the new departure point probably would not be re-imbursable.

Also, you mention the costs of the new arrangements, but not the income of the 50% refund. If I was the insurance provider, I would look at the equation like this:

Cash back from cruise refund = X
Cost of accommodation and living expenses over 6 days not on the cruise = Y
Cost of getting from cruise unscheduled final point to planned final point = Z

Amount possible for claim = Y + Z - X
And they may conclude: If this is a positive amount, then here's your money. If negative, why are you claiming?

 

[tinkybelle]

For those of you interested in this American express you beaut charge card insurance
here is the answer- bloody hilarious as I don't know what the difference between cancellation of cruise and curtailment of cruise is.but the boat wasn't going anywhere
wonder what they did for all those people when the carnival ship was stuck off San Diego for 4 days with n o electricity was that the completion of their holiday?.
i certainly wont be keeping this charge card because of insurance!!!!

they are now referring it to Amex no that will be interesting.
Based on our review of the submitted claim documents, we note that your International Trip was scheduled from 27 June 2015 to 29 July 2015. Uniworld cancelled the cruise on the 7th day into your 14-day cruise and you were advised in their letter dated 20 July 2015 they could not continue with the cruise due to low water level at Danube River. Uniworld offered to refund 50% per person of the cruise price.

We confirm that your claim has been correctly assessed under the terms of the Policy in view that your International Trip was neither cancelled nor curtailed, the affected portion of the trip was the cruise. Additionally, the circumstance of your loss does not fall within one of the covered causes under Travel Cancellation Cover as listed in the above.

As these requirements have not been met on this occasion, we have maintained our decision on the claim.

As we have declined your claim by reason that the terms of the Travel Cancellation Cover has not been met,

​

 

[tinkybelle]

For those interested in the end result
insurance company again rejected so they sent to Amex for their thoughts
Amex offered me an extremely good settlement
I am glad that amex now realise that their insurance isn't great.
maybe they pay less to insure less then settle anything they deem credible.

 

[puppysparkes]

For those interested in the end result
insurance company again rejected so they sent to Amex for their thoughts
Amex offered me an extremely good settlement
I am glad that amex now realise that their insurance isn't great.
maybe they pay less to insure less then settle anything they deem credible.

Good to hear you got a favourable outcome!

 

[M@rcoPolo]

Another "warning" about the AMEX Platinum Charge travel insurance policy. I've been relying on AMEX insurance for the last 20 years, scrupulously charging every single travel expense to the card. First time I lodge a claim, here is my scenario:

- European vacation, flights from Sydney to Europe & several internal flights & trains travelling between several countries, all pre-paid before leaving Australia
- Train from Amsterdam to Paris was cancelled without notice due to industrial action, had to catch the flight back to Australia leaving Paris the same evening, no alternatives offered so had to rush to the airport and buy a flight out of Amsterdam to get to Paris and catch the flight back to Australia (issued on a discounted fare so impossible to change dates)
- Lodged claim for the cost of the Amsterdam to Paris flight, note ACE was notified immediately at the time of the train cancellation
- Outcome: claim rejected by ACE, motivation below:

We have reviewed the circumstances based on the documents available to us and regret to
advise that the policy will be unable to respond in this instance as the Trip as defined the Policy
(International Trip) was not cancelled nor curtailed and the affected portion of the Trip was not
the outward leg of the Trip.

Interesting, I wonder if the right course of action would have been to book into a nice hotel, wait for the flight back to Australia to leave without me so that the trip was "officially curtailed" and then claim for a new one-way ticket back to Australia...? Anyway:

- wrote back asking to ACE asking to reconsider, citing above scenario
- Outcome: claim rejected by ACE again, different motivation this time as below:

Following our review, we confirm that your claim has been correctly assessed according to the terms and conditions of the Policy. Under the terms of the Travel Cancellation Cover, the “Trip” which is defined as one that commences and ends in Australia. The requirement therefore under the policy is that the entire trip must be either cancelled or curtailed for cover to be activated under section G Travel Cancellation Cover. Accordingly, we have maintained our initial decision to decline your claim.


Now this is interesting isn't it? According to the interpretation above "the entire trip must be either cancelled or curtailed for cover to be activated" - meaning that unless the ENTIRE trip is cancelled or curtailed (by definition BEFORE you leave), you are simply not covered

Nice having to rely on an insurance policy that actually no longer covers you once you start travelling, isn't it?
Cherry on the cake, my travelling companion purchased a cheap cover at the Post Office before leaving and was promptly reimbursed :evil:

I will escalate further to AMEX but bottom line BEWARE if you plan to rely on the travel insurance policy that comes with the AMEX Platinum Charge, as it seems to be pretty useless considering the above...

 

[ftm]

Would these situations where alternative arrangements have had to be made whilst on a trip be a Travel Disruption Claim, rather than Cancellation claim? Both the responses from Amex have referred to them not being a cancellation, which is true. It was more that the trip was disrupted?

 

[lovetravellingoz]

Congrats to the OP on gaining a satisfactory result after pushing back on Amex. All companies have "discretion" which they wil sometimes use.

Would these situations where alternative arrangements have had to be made whilst on a trip be a Travel Disruption Claim, rather than Cancellation claim? Both the responses from Amex have referred to them not being a cancellation, which is true. It was more that the trip was disrupted?

Perhaps, but in the Travel Disruption section it only defines in terms of flights for this particular policy from what I have read. So it would appear that coverage is only for disrusption caused by flights and or missing bagggage from flights.

This is quite different than say the Westpac Platinum Insurance.

7. Travel delay. For reasonable additional meal and accommodation costs after a six hour delay, up to A$500 per person up to a maximum of A$1,100 for a family

(ie it does not mention what the mode of travel is except that it states "scheduled transport" and "carrier")

Also the Westpac Platinum Card Insurance (QBE) policy also has the more relevant clause:

3. Unexpected cancellation of travel arrangements and other unexpected expenses

That is "travel arrangements" and not "trip". So given the OP as was cancelled with 50% refund Westpac Platinum TI should pay the 50% less the excess.


Not that I am a TI expert by any means, but I think it always pays to read the T&C for each trip you go on. However the OP does seem to have identified a significant lack of coverage by the Amex Plat TI as your trip could have problems say due you travelling by train in Europe (which I do), barge, ferry or cruise etc.

I use the bank issued TI which I prefer as:
*I believe coverage suits my needs (depending what your trip includes it may not as not all activities are covered)
*Is much easier to activate re spend on the card
*It covers for flights redeemed from FF programs irrespective of which program (note some TI such as Citibank and Amex can you require you to prove that you only used reward points earnt via that particular card)


Also as another reply already mentioned if you intend to make any significant claim where possible ring the TI first (note some policis requie you do this anyway). You may of course later dispute if the initial response is not what you hoped, but it greatly eases the claim process and you are more likely to get what you need. If there is actually no coverage then at least you discover this before incurring extra expenses. If there is a medical issue they will make recommendadtions which are better for you in terms of what Doctors to see, Hospitals to go to plus you will normally be put through to a Nurse etc immediately. In addition everyone has some discretion and if you only rely on claims in writing with written responses staff then have less discretion and have to go by the book more. I have two older sisters that were very senior managers in TI and that was their firm advice to me when I started travelling overseas.


As an aside I did use the Plat Insurance back when it was just free insurance and activated by just having the card (different palicy). I did make a large Cancellation Claim when my wife had a very serious cycling accident and we had to cancell a 6 week trip through Europe and Turkey including a weeks cycling trip in France and a weeks activity trip in Turkey. once the immediate drama had settled somewhat I call the TI number and they advised me to cancel everthing and that they would pay all non-refundable items. I did this but did not cancel two train trips as I did not realise you could get a refund on these. Amex initially agreed to refund everything but the train tickets. However they later, on my calling them back, also agreed to cover for the train trips when I explained that while what they said was techically true, that when I was cancelling the trip after calling them that I was doing this from the intensive care facility of a hospital where I still was and that I was more concerned about my wife's wellbeing at the time rather than devoting time to researching everything. They then agreed to pay for the train travel and was all done over the phone.

 

[lovetravellingoz]

For those of you interested in this American express you beaut charge card insurance
here is the answer- bloody hilarious as I don't know what the difference between cancellation of cruise and curtailment of cruise is.but the boat wasn't going anywhere
wonder what they did for all those people when the carnival ship was stuck off San Diego for 4 days with n o electricity was that the completion of their holiday?.
i certainly wont be keeping this charge card because of insurance!!!!

they are now referring it to Amex no that will be interesting.
Based on our review of the submitted claim documents, we note that your International Trip was scheduled from 27 June 2015 to 29 July 2015. Uniworld cancelled the cruise on the 7th day into your 14-day cruise and you were advised in their letter dated 20 July 2015 they could not continue with the cruise due to low water level at Danube River. Uniworld offered to refund 50% per person of the cruise price.

We confirm that your claim has been correctly assessed under the terms of the Policy in view that your International Trip was neither cancelled nor curtailed, the affected portion of the trip was the cruise. Additionally, the circumstance of your loss does not fall within one of the covered causes under Travel Cancellation Cover as listed in the above.

As these requirements have not been met on this occasion, we have maintained our decision on the claim.

As we have declined your claim by reason that the terms of the Travel Cancellation Cover has not been met,

​

From what you have written above the curtailment was only referrenced by the insurers with respect to the Trip, and not the cruise. ie Policy coffers if the Trip is either cancelled or your Trip is forced to depart later or earlier (curltailment).

And as per my last post the Amex Policy does not seem to have coverage for cancellation of travel arrangements (apart from flights or arising from cancelled/late flights or missing baggage), which is indeed a problem where other costs will be incurred beyond a refund (one would anticipate that refunds would normally be given for arrngements cancelled by the operator)