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Although I read these reviews in advance, I thought it wouldn't happen to me. That was a mistake, and I suggest you try a different insurance company even though this one is cheaper. Here is my story. I purchased the top insurance product for trip cancellation/interruption and medical evacuation and accident/death. I read the policy completely (all the fine details) before I purchased it. During my two month trip I had three "qualifying" incidents and all three claims would not be accepted.
1) I was in the typhoon in Japan where all travel was delayed and stopped for several days. You would think you could use the trip delay feature, but you can only do that if you prove that there was no transportation for 24 hours. In Japan part of the rail system was back up within 24 hours. So it did not qualify even though the delay required new tickets and accommodations.
2) I had a death in the family. In order to claim for a death in the family you need to have an obituary or a death certificate. I wasn't going to ask family members for an official death certificate while they were grieving. And there was no obituary. Just announcements from family would not be accepted.
3) The worst is for medical-related interruption. My companion was very sick in China. We spoke to several pharmacists and medication was not available. We decided to return to the States for treatment. We got a doctor the day we returned who said we should not travel and needed treatment in the US. But you need a medical professional in the originating country to provide an official document stating that they said you had to go back to the US. The pharmacists and translator in China refused to provide this document. And can you imagine what it would have been like to go to a hospital and spend the whole day using Google translate to try to get such a document before you leave a country when you are sick? You are most likely going to do what we did, which is get on a plane and come back for treatment. The fine print says the medical professional must be in the country of your trip - not the US - and so they could say that this did not qualify.
All three of these are loop holes I didn't really understand or think would happen to me, but they did. So unless you think you are going to be able to compile the documentation needed for a claim, you should not buy insurance. It would have been better if I had just thought the whole time, I'm not insured, so I didn't waste over 20 hours of time compiling all the documentation, receipts, and certificates. That being said, I still think medical evacuation insurance is good to have and will still do that. But I'll use world nomads the next time because at least they have some people who have successfully used it.
I submitted a claim to cover an unexpected early termination of our vacation in Europe. All I wanted was for AmEx to cover the airline-imposed fees for changing our reservation. We had to come back three days early because our dog developed a large ugly infection in his kennel. Our 12-year-old Lab, a rescue dog, has been a member of the family for 11 years. But the claim was denied because he is not a HUMAN member of the family. Why would we have bothered going through a half-day's effort to change our hotel reservations and air reservations--to say nothing of the lost sightseeing for those three days--if he were not a member of the family?
I spent half a day rounding up documentation and submitting it through exacting process of submitting claims. The AmEx rep said that they were bound by their policy. Ridiculous--the company makes policy, the company can interpret policy. So if you want a rigid, narrow insurance company trying its most petty not to pay out a claim, try American Express Travel Insurance.
Terrible Service-Mistake and Delay to Avoid Payment. Filed a claim on behalf of family member, husband and wife. Wife suffered a first time stroke. Denial claimed this was pre-existing condition. Called and asked for review. Request made, no response received. Called to check. Got overseas agent who claimed there was no review just appeal. Asked for supervisor. No US supervisor available. Twenty minutes in holding for overseas supervisor. Next step is letter to Company president and GC with claim at Insurance Commissioner and small claims court. American Express should be ashamed of itself. I have been a multiple cardholder for 30 years plus. What a disgrace this Company and particularly it's travel divisions/affiliates have become!
We booked with Amex Centurion Travel a 16 day River Cruise on the Danube River with the Crystal Cruise Line (one of the most Luxurious Cruise Companies) for a sailing on the Danube River that was suppose to depart on June 21st. We were advised by Amex Centurion Travel/the Amex Cruise specialist that we should purchase Trip Interruption Insurance since the cost of this cruise was so expensive. We purchased the best travel insurance policy that Amex Assurance Company offered for over $1,500, (the insurance premium for this policy) something they call their Gold Policy.
5 days before our scheduled Cruise was suppose to commence we were informed by Crystal Cruise Line that the Cruise we booked was being canceled because a Lock on the Danube River was damaged by a collision from another Viking River Cruise Ship. As a result the Danube River was closed to all ship traffic for two weeks, and our cruise was canceled. We had flown to Europe early to enjoy some pre-Cruise time in Europe, which was all arranged by the Amex Travel Cruise Department thru the Crystal Cruise Air Department. Upon being informed by Crystal Cruise Line of the cancellation of our Cruise we contacted Amex Assurance Claims Department, But they were no help at all, and they offered no assistance to us. We were stranded in Europe with no flight options to get home. We had to purchase one way Biz class tickets to get home with no financial support of Amex or Crystal Cruise Company.
Upon our return to our home in Florida we filed a claim for our losses with Amex Assurance Company that issued the “Gold” Travel Insurance Policy to us. We submitted over 36 pages of documentation including the confirmation from Crystal Cruise Line why our Cruise was canceled. Our claim was denied as we were informed that since our Cruise was canceled due to a technical problem and not a weather related problem or a labor dispute within Crystal Cruise Line, we learned that the expensive Gold Travel Insurance Policy we purchased was a complete scam!
We filed an appeal because we learned that the reason the Lock was damaged by the Viking River Cruise Ship which subsequently canceled our Cruise was in fact weather related as a contributing factor as to why the collision took place. But our detailed Appeal to Amex Assurance Company was denied, and as we have now learned, these policies are full of loop holes that the Amex Assurance claims adjusters try to use to not pay for insurance benefits that in this situation we clearly are eligible to receive. Now I am out more than $25,000 in expenses and financial damages from this canceled cruise that Amex Assurance or Amex Travel Company (the company that recommended I purchase the Travel Insurance Policy for our cruise) have all refused to help me or reimburse me for any portion of our financial losses!
We are now looking for a good lawyer to help us to support a legal claim against Amex Travel Assurance Policies. Please contact me if you have any suggestions or recommendations of any reputable law firms that specialize in getting insurance benefits paid for travel Insurance policies from companies such as Amex Travel Assurance Company. Thank you, Bob **.
On June 13 we went to our local travel agent and booked a cruise. This required us to fly from Florida to Boston, cruise from there to Canada, and fly back from Canada to New York, then back to Florida. We bought a travel insurance policy that covered the WHOLE trip, air, cruise, hotels etc. Cost was $499. This was charged to our Amex card. The air tickets also charged to Amex were booked separately. All transactions were on the same day. A few days later I saw my AMEX bill online--saw 4 separate charges of $28.95 made the same day as the bookings. These were for AMEX TravelAssure for our air tickets insurance--2 flights each for my wife and I.
I called Amex on 6/28 as soon as I saw the charges. I spoke to 2 different agents in customer service--wanted to dispute the charges--said I did not need additional insurance, etc--They could see (and did see) on my bill that I already had travel insurance. They promised to file a dispute and removed us from the whole travel insurance program. Also said we could never join it again. I said ok. So today 7/8, I check my account online--see 4 $10.00 credits. Try to call Amex customer service--can NOT get a live person--"all reps are busy--we appreciate your patience" etc. 4 hours--no one to talk to. Snail mail comes--a letter from TravelAssure. Letter says my coverage terminated as of 6/28.
I call, finally get a live person who tries to explain that I had coverage from 6/13 to 6/28 so all I get is a partial credit. I try to reason with the agent--It is like talking to a stone wall--Said I should have put in a claim before--I explain I did not know about it and we have not taken the trip yet--I did not need the policy--ever. We went around around--got nowhere. She said the case was closed and nothing else could be done.
This was not the fault of our agent. She was not aware of the AMEX policy of charging double for travel insurance as was done in our case. But she is now and will be telling future customers about this. We are very senior citizens and have been AMEX customers for a whole lot of years. Just never used the card to book and pay for a whole vacation at once. Well--end of story--Will never use that card again for travel--will limit its use to the grocery store and McDonald's. Will never recommend TravelAssure to anyone and will tell them to avoid it at all costs. My opinion of AMEX is now that it is terrible--I can no longer recommend it to anyone. No customer service at all--We have other credit cards--Since Amex does not deserve our business they will not get it any longer.
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I purchased American Express Travel Insurance 4 years ago when I decided to travel for South America. Because I got sickened and returned home after 2 weeks. I went to ER of nearby hospital and l filed the loss to the company through their secure website a few weeks after I started to get better. My loss was more than 10 flights and nonrefundable of hotel fees because those hotels are located in South America. Total charge I lost was somewhere $1500 to $2000. After spending ½ days for filing documents through American Express’s sere website, they mailed me that they don’t cover my loss whatever the reason. What I found was that “VISA” has a travel protection. So I contacted them and they mail me the claim form for my loss. I completed it and a month later, they mailed me a check “$1500”. No American Express Travel Insurance is a horrible. They take money and they don’t insure. They deceived me.
You may THINK you’re dealing with a reputable company, but they used a ridiculous loophole to avoid paying our claim- and we had the Gold Level!! Then when I called, the adjuster was arrogant, unhelpful and kept me on hold before again denying our claim. My husband and I have been Amex customers for years, and she said “that doesn’t make a difference.” Do NOT buy Amex Assurance Travel Insurance. And we are going to tear up our charge cards.
We are Amex members for many years. We purchased travel insurance for an international vacation. In January 2019, we were at Atlanta, Georgia for a connecting flight to South America. We were at the Delta terminal in the process of boarding. Our 70-year-old cousin vomited clotted blood, her husband of 50 plus years went into panic mode. Delta Airlines alerted airport staff and called 911. We were unable to continue with our vacation, instead, we were taken to Hospital Emergency Room, we were there till the following morning- 8:30 am. After many tests, it was determined that our cousin was suffering from a pulmonary condition which required medical followup. The Doctor recommended patient be admitted.
We returned home, contacted Amex Travel Insurance- filed all required all paperwork with supporting medical documentation. Almost immediately we received the following decision: CLAIM DENIED- COUSINS ARE NOT COVERED, YOU SHOULD HAVE CONTINUED ON WITH YOUR VACATION. We are totally disgusted with Amex and would recommend others learn from our unfortunate experience.
Oh man. Where to start. To be as succinct as possible: It started with them charging me double when I initially purchased the policy. From there, I had the extremely tedious process of filing claims from all the mishaps that happened throughout my travels. This took 4 hours in total, included 3 separate 4 page forms along with countless documents I submitted for evidence. To my shock and dismay, I received an initial "Claims outcome" email after a week (date: 10/20/18), stating that my claims required more time. This was a huge red flag that they were obviously doing everything they can to dive deeper and make a false claim for why they couldn't pay me. To no surprise, weeks later, (11/6/19), I received e-mails denying all claims except for (Around $1,000 in total), except for around $120.
Ironically nearly the exact amount the policy itself was worth. The second I saw that I knew that this company has absolutely no intention of paying anyone for any claims that exceed the amount of the policy. As a side note, I was on a tour when these incidents happened, and all other 15 people in my group were reimbursed for the troubles we encountered except for me. In addition to this, I've called this company FIVE times, the first being end of October and each call has totaled 45 minutes at the shortest.
Each time, I've let them know about the double charge for the policy and requested for reasoning behind my erroneously denied claims and each time, the agent has advised they have filed a grievance with the appropriate department and that I will be contacted in 5 days with a result. To this day: I've had NO callbacks, NO refund, NO assistance with my claims. This company has in total wasted 8 hours of my time trying to get answers, help, and my rightfully deserved money and I've yet to have any of that. I called again today to follow up, and she's let me know that "every agent has made an error in the past and that my issues will be attended to within 30 days" NOT OK.
I was planning a trip to South Africa with my wife for our 25th wedding anniversary. It was suggested to us to use South African Airways for our direct flight. Since this airline is in bankruptcy, and the reviews were moderate we decided to invest in travel insurance for the first time in our lives. I chose AmEx because I have been an active gold card carrier since 1972. The 2 weeks prior to our scheduled departure, I developed a slight cough and thought it might be due to all the vaccinations we have been receiving. I went to my doctor to get checked out and he prescribed an antibiotic.
After a few days the cough did not get any better so I went back to my Doctor and he had me take an X-ray. He said they saw a small gray spot on my lungs and thought I should see a pulmonologist. The Pulmonologist thought I had Valley Fever and prescribed a anti Fungal medicine. When I informed him that we were scheduled to leave in a few days, he suggested that we postpone our trip. I called the airline and was charged a 25% penalty but hey refunded the remaining balance. I called our travel company and they canceled our trip but had to charge us for the portion that was past the time of cancellation.
I had my Doctor write me a letter, I gathered all the charges and credits and only submitted for the actual amounts we lost. It has been almost 7 months and the AmEx insurance keeps finding reasons to deny our claim. We were being honest and upfront but this insurance company purposefully goes out of their way to not pay on a legitimate claim. They won't even refund the almost $2000 they charged us for the insurance policy. My advice to anyone and everyone is to avoid doing any business with this company. They love to fight you and since it comes to doing the right thing, trust me, they won't. Buyer beware!!! We just got taken twice...
American Express Travel Insurance expert review by Matthew Brodsky
As a Fortune 500 company, American Express offers a wide range of financial and insurance services.
Baggage insurance for customers: American Express card holders may already have baggage insurance as an add-on benefit.
Travel accident insurance on offer: Another benefit given to American Express card holders is travel accident insurance. As long as you paid full fare on a common carrier, your flight is covered.
Get a global assist hotline: A concierge service by any other name will still help you with a lost passport, missed flight or other emergency.
Amex partners with Travel Guard for trip insurance: Amex stopped offering direct travel insurance, but they work with Travel Guard to continue offering comprehensive travel coverage.
Best for: At this time, American Express is not enrolling any new travelers.
American Express Travel Insurance Company Information
- Company Name:
- American Express Travel Insurance
- Year Founded:
- World Financial Center, 200 Vesey St.
- New York
- Postal Code:
- United States
- (800) 528-4800