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We purchased the highest coverage from American Express Travel Insurance and when we couldn’t travel to Italy, we contacted them. We were asked who told us not to travel to Italy from New York on April 27, 2020. I said first of all, the President of the United Stares. Then we were asked if we has a letter from our doctor - we did. Filled out all the forms and were turned down.
I purchased the insurance in October, 2019 for a 10 day trip to Italy. American Airlines cancelled my flight April 12, 2020, due to Coronavirus. Shortly after, Dr. Quarantined and provided a letter of diagnosis. AMEX Insurance refused to provide any benefit. AMEX Insurance provided a denial of coverage, and cut and paced excerpts from the policy stating the airline cancelled... and it wasn’t due to strike. AMEX Insurance refused to uphold the policy provisions specifically providing benefit for persons who are quarantined by a physician prior to or during their trip.
Furthermore, AMEX Insurance does not provide provision for appeal and due process in their denial letter. Due to their gross incompetence, lack of responsibility, and complete disregard for the health and safety of their consumers, I will not purchase this insurance, or ever purchase through AMEX travel again. I am submitting a case to the CFPB in hopes due process procedures will be put in place for others, and a refund of my premium.
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I have purchased the American travel insurance from AMEX on FEB-1. When we checked with the doctor, the doctor advised that do not travel outside of USA and gave a suggestion letter. So, We canceled the air ticket. Now when I filed claim with AMEX, they rejected the claim. They said that "We must respectfully advise that coverage is not available for cancellation due to the possibility of the Coronavirus disease 2019 (COVID-19) impacting you, your trip and/or destination since it is not a Covered Reason listed." But when I read at the policy document, it is mentioned that anything threatening to life will be covered. So, it is not fair AMEX.
This past year my husband and I booked a long anticipated river cruise. Unfortunately, earlier in the year my husband needed knee surgery, which lead to the necessity for a second knee surgery, which in turn lead to a third surgery. During this complicated medical journey, he developed sepsis, which created a chemical brain imbalance, leading to a diagnosis of PTSD. (It is noteworthy to say my husband was in excellent physical and mental health before the first surgery, other than a torn meniscus). We have provided very accurate medical accounts and detailed doctors's reports, validating what had occurred. American Express Travel Insurance claims that his condition is 'mental" and therefore, our claim for reimbursement was denied.
We appealed the discussion, providing more documentation supporting the medical severity of the sepsis and consequent mental trauma that lead us to having to cancel our travel plans, and once again we were denied reimbursement. We were just expecting this travel insurance company to act in good faith, and do the right thing, however this is not how this unethical company operates. In writing this review, it is our hope that no consumer will have the same frustrating and costly outcome that we have experienced...
When I inquired and contested about AMEX's two Travel Insurance charges ($18.99), I was told we got charged because we opted-in to their particular program 23 years ago (1996). I explained I didn't know about such program so long ago and that I have made flight reservations using AMEX before but never got these charges. So, I asked for the charges to be reversed given I was not aware of such program and did not authorize the charges. That moving forward, I would use the card for flights knowing we will get charged.
I was told by AMEX Airflight Insurance Premium Dept (Mexico) that I can only file a "request for investigation" to their "back office" to review b/c the flight was already taken. I explained if I didn't know such program and found out only when statement was issued, by then the flight was taken..how can I contest it "before" the flight. He also said by filing for investigation, I would have to cancel the policy even before the investigation results come in. I complained that request for credit is b/c I was not aware of the opt-in 23 years ago and has nothing to do in requesting for policy to be cancelled. Let alone, it'll be cancelled before the investigation results. So, the policy is cancelled just because I requested an investigation and yet have no idea if the credits will be issued.
It seems illegal to mandate that my policy be cancelled just because I asked for an investigation. Let alone for a program I apparently signed up 23 years ago. Plus, I am not given a copy of the investigation until the results are issued. This whole process is not transparent at all and good customer experience. We've been a long-time AMEX customer and a loyal one, too. Now, I find out their free "Travel Accident Insurance" program is going to be cancelled Jan 2020. I guess I am now forced to use Chase card for Travel and Flight bookings. It's too bad...so be careful what you sign up for and not remembering two decades ago.
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.
American Express Travel Insurance author 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.
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