American Express Travel Insurance

We purchased a plan earlier this year and our flight and hotel were cancelled. We understand the whole Covid 19 reasoning but after calling Am Ex and speaking with a representative, we were assured that we would be granted a one time accommodation to have a refund issued for the insurance. Later we found out that Am Ex did not provide the refund as promised and we have spent hours on the phone being transferred from one agent to another to no avail to try and get this resolved. Am Ex is like other horrible insurance companies that look for reasons to not only not cover claims but screw you over in the process by not doing what they say they will do. DON"T USE THIS COMPANY FOR TRAVEL INSURNCE!!!!

We had trip insurance for a cruise on January 9 2020. My cardiologist said I could not go and gave me a signed note so stating. AMEX refused to honor the claim and asked for a further response from my cardiologist, fishing for a previous condition. I have been on 65 cruises with my existing heart condition. January 2020 was new and different.

We bought the insurance 5 months before the flight. I could not take the flight as I had gotten ill. We cancelled the flight, called the insurance and they sent us 16 pages of information to supply (EACH). We did so, my doctor documented the reason why I was not able to fly and offered to speak if necessary. We faxed it, heard nothing, called they received mine not my husbands, faxed that. Called again, yes they got it we will hear in 14+ biz days. We called each day to see if it had moved alone, each time the same words came out of another persons mouth. We called AMEX Corporate, they are not licensed to help so they say, actually they do not own the Travel Ins we hear. At this point the date keeps changing when they will review it, the date that we are changes, last week we were on day 5 then the next day it was 3. I have asked around and no one is surprised, everyone I asked said use Allianz. I bought AMEX because of the trust AMERICAN EXPRESS name. I am disgusted I will never use them again for anything, the card is going. I have no idea when we will be told but from the attitude it seems they will make up any BS to deny us - we are 75 and it is $1200.00. DO NOT USE THEM if it is needed you are not guaranteed what they say in the policy and once you ask for a claim to be filed good luck. I have spent about 20 hours trying to contact them only to get the same speech every time I reached someone. Now my blood pressure is high. I have had the AMEX card 19 years with good luck, not with Travel, do not do it.

Everything looks great with Amex travel insurance until the time comes when you have to make a claim. They do not want to pay out and have gone to extremes to word their response to our complaint.

DO NOT PURCHASE Travel insurance from these people. They will not pay out.

Where to start? No clear way of contacting them when I lost my expensive phone abroad, no email address or live chat option on their paperwork, just an emergency medical assistance number which, strangely, connects directly to AXA (the underwriters) - the guy there tried to help but admitted he 'didn't know anything about American Express policies'....!!! Farcical from there onward - when I got home I called them again to be told that I had to log a claim online, which I found I wasn't able to do. Called back to be told that I'd been wrongly advised and would need to book a phone appointment with someone, and the first available slot was 3 weeks hence!!!!

Communication from their side has been appalling ever since. In the end I have claimed through my household insurance and left them to deal with AMEX.

I paid a premium for my travel policy to go with a brand I thought I could trust to do a great job. HUGE MISTAKE, it was a total waste of money. FYI, I bought a GOLD 45 AMT policy, which is supposed to be a premium one!

Do Not Buy it. The service was appalling despite promising to respond in 10 days it was two months. Read the small print. My son was badly attacked leaving his teeth damaged. these were fixed upon return to the UK but no payout for this as it was undertaken in the UK????????

Shocking service worst I have ever experienced from an insurance company.

DEFINITELY LOOK ELSEWHERE FOR INSURANCE - YOU MAY AS WELL NOT BE COVERED IF YOU USE THIS SHOWER

The operation of the pre-existing condition exclusion is one sided. I was required to declare a new condition partway through my annual cover which was not in existence at the start of the policy. I was declined cover for the remainder of the term and offered no premium refund when I cancelled the policy as it was now worthless to myself and my family. While this complies with the terms and conditions it does not feel very fair. (The claim was paid for the cancelled holiday, but the process was challenging and the fairnessof the ongoing policy is questionable)

I used Amex last year for travel insurance. Luckily I didn't need to claim. I tried to renew it this year, but wanted to upgrade it to worldwide cover. I went online to make the changes and was quoted about £170, which I was happy with. Then when I tried to input my husband's date of birth, it kept coming up stating that he had to be between 60 and 65 years old, which he is. I tried this numerous times, then rang Amex. The man I spoke to said he had sorted it and gave me a reference number to renew the policy. I went back online, but I still couldn't do it. I rang Amex again and they said there was a glitch on the system and they wanted over £300 to renew my policy. I complained about this, but they didn't want to know. It's not MY fault there was a problem with their system, so I think they should have honoured the original price. I argued, but they refused to honour the price. I shopped elsewhere and got the policy for just over £180 and this one covered all my medical conditions, which the Amex one didn't. Don't use them. If they treat customers like this, I wouldn't want to rely on them to pay out if a claim was made.

Absolutely disgusted that I got £10.80 back from a claim I recently submitted. Had flights cancelled 24hrs before departure, had to book new flights asap and we researched the cheapest option to do so we could get to a destination in as quick a time as possible as we had family party abroad. Had to pay 'through the nose' for flights at short notice and to get these flights this included trains tickets, overnight accommodation and refreshments at airport. All this hassle, annoyance and stress and to get a miserably £10.80 back - certainly won't be recommending and to add insult to injury I had to chase the claim up!

I have been a platinum card carrying member since 1973

As a product manager at Citicorp Consumer Group, Amex was the gold standard

I have trusted that any service offered by Amex would have the same level of service and quality

this belief gave me confidence to buy travel insurance (977.98) on September 13, 2015

On Feb 1, 2016, the death of my mother used us to cancel our flight reservation

We notified Amex Assurance supplying the required documentation in a timely manner and expected to receive the $14949.16 less the $977.98 insurance fee.

One month later we received $489.00 !!

United claimed the ticket remained valid for one year from date of purchase. I offered United every form of affidavit declaring that we had no use for such a large credit and expected a refund.

neither the Platinum card staff nor the Assurance staff could be entreated to intervene in our behalf.

Again, neither department would help.

I gave up.

I assumed that your focus on service would have a prompted follow up date for the continuation of this exasperating process on 9/13/16 , one year past the purchase date

No such notification came.

Realizing that I had purchased a product from an organization without any form of follow up or sense of customer service, I initiated a call on September 24.

Again on oct 10, I repeated my inquiry. At that time i was informed that a review was begin oct 9

I will certainly never buy such a product from Amex.

the quality of the brand has greatly diminished