Change in Platinum Card Travel Insurance?

[aschmid]

Got a reply today finally after I lodged a complaint about the change two weeks ago. Pretty much take it or leave it response. Oh well, it was good while it lasted I suppose. Better to drop it now and recoup some of the annual fee. Time to look for a replacement... Good luck all.



"Thank you for contacting us about the changes to the complimentary Insurance benefits on your Platinum Card. Please accept our apologies for the delay with our response.We acknowledge your concerns and sincerely regret that you feel that the changes devalue your Card. We are making these changes because of the general increase in the cost of medical treatment and insurance over the past few years. Although the cover has changed, Platinum insurance still extends to loved ones - meaning your spouse, de facto or life partner and legally dependent children (up to the age of 24) are covered under your Travel Insurance benefits. Remember that with your Platinum Card you still have access to all the services and features that other Cards don’t offer: Comprehensive travel benefits from airline, hotel and cruise partners including entry to over 600 airport lounges worldwide; your dedicated Lifestyle Concierge service and; the ability to redeem your Membership Rewards points with nine airline rewards partners, including Qantas.

If the Platinum Card no longer suits your needs, you may wish to consider one of our other Platinum products, such as the Platinum Reserve Credit Card or the Platinum Edge Credit Card. We would be happy to discuss the other available options with you on 1800 673 760.

Should you decide that the Platinum Card no longer meets your needs, we can help you to finalise your account. You may also be entitled to a pro rata refund of any unused Card fees, which will be determined by the anniversary date of your membership.

If you feel that this issue has not been resolved you may refer a complaint to the Financial Ombudsman Service (FOS), of which we are a member, for external dispute resolution. FOS can be contacted on 1300 78 08 08, through their website or by mail at GPO Box 3, Melbourne, VIC, 3001.

We would like to thank you for your membership since 2003. We hope that our products will meet your needs and that you will choose to retain your membership for many years to come.

Sincerely,
Email Servicing Team
American Express Digital Services"

Standard reply. Got exactly the same today after complaining over a week ago. Somebody at AMEX must have finally gotten around to write a reply to the "unexpected" backslash over the changes.

 

[k3nnis]

Looks like the AMEX Plat Reserve might be a good option or even the EDGE CC..

 

[pshepvic]

He would have been lucky to get anything anyway as incredibly most Dental expenses are not covered unless they are an 'emergency' which would be interesting to see Amex try and define (or not define as seems to be their current ploy)...

My impression is that they just patch you up enough for you to go home and pay for it all out of your own pocket given we have absolutely no benefits for dental here (except for private health insurance but your $500 extras coverage won't go far with a Dentist).

I wonder if this is why almost all Aus travel insurance only covers 'emergency dental' - because people would go overseas and 'suddenly' their dental issues come to light and they get 'free' dental care while on their holiday...?

If someone's teeth were that badly damaged though, it's possibly likely that they'd need work done by an Oral Surgeon, which then comes under medical rather than dental. (When I had my wisdom teeth out I was covered 100% by my private health as it was done by an Oral Surgeon, and was therefore covered through my Hospital cover rather than Dental Extras. If I'd had them out in the chair at the Dentist I would have been significantly out of pocket.)

The decision then becomes whether to get the oral surgery overseas (there are probably only a few countries where I'd be willing to do this!) or to get the minimum emergency dental work done, then see an oral surgeon when you get home. The problem with the Amex cover is that their medical officer will determine whether you go to a Dentist or Oral Surgeon overseas - as a comparison, CBA Diamond/Platinum/Gold allows you to go to the doctor/surgeon of choice.

 

[wafliron]

...

"If you feel that this issue has not been resolved you may refer a complaint to the Financial Ombudsman Service (FOS), of which we are a member, for external dispute resolution. FOS can be contacted on 1300 78 08 08, through their website or by mail at GPO Box 3, Melbourne, VIC, 3001."

It's weird that they're proactively encouraging you to refer your complaint to FOS if you're not happy - disputes referred to FOS (or COSL, the other financial services EDR scheme) start costing the credit provider money as soon as the dispute is lodged, and it ain't cheap.

 

[kamchatsky]

It's weird that they're proactively encouraging you to refer your complaint to FOS if you're not happy - disputes referred to FOS (or COSL, the other financial services EDR scheme) start costing the credit provider money as soon as the dispute is lodged, and it ain't cheap.

That's probably because not many people will go to that route as they have given us all notice before changing the insurance!

 

[wafliron]

That's probably because not many people will go to that route as they have given us all notice before changing the insurance!

True - but still, most financial services companies are desperate to not mention EDR schemes unless absolutely necessary!

 

[dimgai]

It's actually a requirement to tell you about FOS if they are providing a final response to your complaint... and the response reads pretty final.. take it or leave it..

 

[wafliron]

It's actually a requirement to tell you about FOS if they are providing a final response to your complaint... and the response reads pretty final.. take it or leave it..

Ah right, I wasn't aware of that requirement. Apologies.

 

[dimgai]

There is no need to apologise! I was just putting in my 2c from what I know... I am considering my options on this card too, but it reads like their attitude to the insurance concern is a 'take it or leave' approach.

 

[aplmac]

I was thinking about this again over the weekend too...

It seems that in order to get the general insurance cover (ie medical expenses, lost luggage, replacing your passport) you need to pay for the 'trip' (out of and back to Aus) on your card, in full. Then while you're away you need to pay for any 'common carrier' trips in order to be covered by the Transport Accident Cover while on that mode of transport (eg train within Italy). Then if you travel to another country this seems to be considered another 'International Trip' which then needs to be paid for on your card, in full for you to get all of the general travel insurance cover while you are in the other country...

An example...

MEL - LHR - MEL.... Paid for on Card = covered for medical, lost passport etc while in the UK

Flight London - Manchester - London... covered for the above because it is in the UK. However should you wish to 'activate' the TAC you need to pay for this flight on your card also.

Then you get a flight from London to Rome... In order for you to be covered for the basics of your travel insurance (eg medical, lost passport etc) you need to pay for this flight on your card also as this is a different international trip to the one from MEL to LHR...

So my understanding so far is that if I pay for all my flights leaving Australia and while I'm away (assuming I don't travel between countries by any means other than aircraft) then I should have continuous travel insurance
cover while I'm away.

Any modes of transport will also have the TAC activated should I choose to pay on my card, otherwise if I'm injured (and I would only get a benefit if so severely injured that I lose an eye/arm/leg/die) in those vehicles then I don't get TAC benefits.

Given I'm a fit and healthy 25 year old the PEMC issues don't concern me at this stage (but doesn't sound like it would be hard for them to apply), and I don't often travel for 'adventure sports' (and am ok with buying specialised insurance should I choose to go skiing overseas) and usually book all my travel on my card before I go... then I should be find as long as I don't worry about whether or not the TAC is activated for all parts of the trip that I'm taking.

Fair summation based on what we all understand to date??

I would imagine too, that in the circumstance of where payment is made AFTER the completion of the journey, as in a taxi from the airport to the hotel, you would NOT be covered for losses suffered in a crash in transit, as you technically haven't paid the driver yet, no matter what your Amexly-good-intention may be. So unless you've pre-paid your taxi driver for the trip based on his suggested fare and swiped your Card, then you're stuffed regardless. Perhaps ACE would be happy with a signed-and-witnessed 'memo of understanding' between you and your taxi driver before you set off...??!! Yeah, right! Bottom line: if you can't prepay, consider yourself 'Not Covered'

 

[aplmac]

Did you get your annual fee back? if so is it full $900 or pro-rata?

I emailed them through the in-account email service to ascertain exactly this, and as we have premium-grade customer service, A WEEK LATER, have been advised that 'an application for the $900 refund has been sent' to the relevant mob who decides and does. (I'm a January renewal). So, the dude who reads has forwarded to the dude who does, who will in turn advise the dude who read, who will advise moi. So: dunno as yet!

 

[equus]

The wording is poor, but I definitely wouldn't rely on your interpretation of the second stipulation ("or trips booked prior, but for which you still need to pay a deposit"). The intent is that for the old T&Cs to be in play your trip is booked and paid for prior to 15 June. It is possible to book a trip but not pay for it, which is the reference of the deposit line - they're saying that if you've booked a trip but you'll be paying for the tickets after 15 June, then you won't be covered by the old T&Cs.".

If the wording can be interpreted in a way which has a fucntional meaning, then that meaning will be what applies, not any underlying intent. I am not convinced that the intent is that you must have paid for all the trip before 15 June - just that you must have paid something, or otherwise committed. A deposit will be sufficient, and given that there is no amount stated, any amount of deposit will suffice.

In your circumstance, you should be covered regardless of the Eurostar tickets, as the "trip" (as definied, being the whole of the trip away from home), is not something for which "you still need to pay a deposit" - you have paid far more than a deposit.

I would suggest sending the details to ACE, and getting a reply in writing about whether or not you will be covered under the old T&C.

 

[Stephen65]

I agree. It seems the most likely interpretation is:

- you are not covered under the old terms for trips booked after 15 June; and

- you are not covered under the old terms for trips booked before 15 June if there is a deposit (any amount) to be paid and you have not paid it by 15 June

However the wording is ambiguous and the safest thing to do is get confirmation in writing.

 

[lovestotravel]

Emailing Amex is a waste of time!

Send an old fashioned letter and ring them.

I am so close to cancelling my card now, mainly because of this, and secondly because they cut off my ability to use the card after not paying the min due on my Plat Credit card by the due date. 2 days after the due date = Declined

Any other credit card that I forget to pay still will let you use it for about a month

Pathetic Amex
Pathetic

 

[aplmac]

I emailed them through the in-account email service to ascertain exactly this, and as we have premium-grade customer service, A WEEK LATER, have been advised that 'an application for the $900 refund has been sent' to the relevant mob who decides and does. (I'm a January renewal). So, the dude who reads has forwarded to the dude who does, who will in turn advise the dude who read, who will advise moi. So: dunno as yet!

Further update - having checked today, I see the full $900 has been credited back. However, now I have to contact AMEX again, as they put the credit on the CHARGE card, which I can't access or do anything with, as it is ALREADY CANCELLED! Pure genius! So I'll give them a call and get them to move it to the credit card.....!

 

[aplmac]

Emailing Amex is a waste of time!

Send an old fashioned letter and ring them.

I am so close to cancelling my card now, mainly because of this, and secondly because they cut off my ability to use the card after not paying the min due on my Plat Credit card by the due date. 2 days after the due date = Declined

Any other credit card that I forget to pay still will let you use it for about a month

Pathetic Amex
Pathetic

One wonders if they're struggling a bit financially with all the cut backs to service and not putting up a fight to retain members who are cancelling their cards..

 

[TonyHancock]

I appear to have received the second stock response to those who complain.

Thank you for contacting us about the changes to the complimentary Insurance benefits on your Platinum Card. Please accept our apologies for the delay with our response.

We acknowledge your concerns and sincerely regret that you feel that the changes devalue your Card. We are making these changes because of the general increase in the cost of medical treatment and insurance over the past few years.

Although the cover has changed, Platinum insurance still extends to loved ones - meaning your spouse, de facto or life partner and legally dependent children (up to the age of 24) are covered under your Travel Insurance benefits. Remember that with your Platinum Card you still have access to all the services and features that other Cards don’t offer: Comprehensive travel benefits from airline, hotel and cruise partners including entry to over 600 airport lounges worldwide; your dedicated Lifestyle Concierge service and; the ability to redeem your Membership Rewards points with nine airline rewards partners, including Qantas.

If the Platinum Card no longer suits your needs, you may wish to consider one of our other Platinum products, such as the Platinum Reserve Credit Card or the Platinum Edge Credit Card. We would be happy to discuss the other available options with you on 1800 673 760.

Should you decide that the Platinum Card no longer meets your needs, we can help you to finalise your account. You may also be entitled to a pro rata refund of any unused Card fees, which will be determined by the anniversary date of your membership.

If you feel that this issue has not been resolved you may refer a complaint to the Financial Ombudsman Service (FOS), of which we are a member, for external dispute resolution. FOS can be contacted on 1300 78 08 08, through their website www.fos.org.au or by mail at GPO Box 3, Melbourne, VIC, 3001.

We would like to thank you for your membership since 1996 We hope that our products will meet your needs and that you will choose to retain your membership for many years to come.

I have travel on points booked for December 2012 and will be booking into April and May 2013 as soon as I am able too.

I think the response is a little presumptive too. Anyone that knows me will understand that I only love myself!!!!!!

 

[Flashback]

Further update - having checked today, I see the full $900 has been credited back. However, now I have to contact AMEX again, as they put the credit on the CHARGE card, which I can't access or do anything with, as it is ALREADY CANCELLED! Pure genius! So I'll give them a call and get them to move it to the credit card.....!

You'll need to do a manual points request too as the credit will cancel out the next set of points due to come in.

 

[pshepvic]

You'll need to do a manual points request too as the credit will cancel out the next set of points due to come in.

Yeah that's something else Amex need to fix - when putting credits on they need to better differentiate whether points should be removed or not. And the fact that the extra half a point doesn't reverse until more transactions come through and reverses off them makes it very difficult to reconcile.


Sent from my iPhone using AustFreqFly app

 

[gumpy]

Just echoing the sentiments on this thread, i got back from a long business trip to find this letter in the mail. I wasn't very impressed as i put about 500 of the 900 AF value on the travel insurance...

I think I might simplify my life and just put everything on the Citibusinessgold and as and when needed just purchase TI for a particular trip if I feel I need something a bit more comprehensive...

Devaluing a product that differentiated itself on branding is silly... but then again there must have been heaps of people out there taking advantage of the system =/ Always happens with generous offers and ruins it for the rest of us...

anyway Amex bubbye, hope you come grovling back in the future.