American Express Membership Rewards - UK Centurion insurance downgrade

Flight delayed by 3hrs 50 mins so called up to clarify the insurance benefit.

Wait on hold for 15 minutes!

After apologetic agent Im passed to the Insurance provider.

Insurance company tell me benefit only comes into action after 8hrs, I was sure its less than this and push them. Told that the policy clearly states 8hrs, call up my wife on other phone and she looks out paper work and says the new Tit has 4hrs benefit (all within 2 mins) insurance still say no!

I return to the Centurion team to make complaint, waiting another 10 mins on hold! They cannot clarify or deny benefit and in turn cannot advise me what to do!

Wow so after 45 minutes on the phone I'm none the wiser, I guess they helped me pass 45 minutes, but really its at these times the service should come into its own not be a diabolical mess.

Sadly the new card hasn't brought the much lauded improvements infact I think on the whole service levels and qualty are down. I may have been tempted, but to be honest the problems I have experienced and current service levels don't even warrant the old fee far less the increase!

I'll await head office response on this.

Proving its value with the new fee already then :)

Time to make a new pouch with 'HAVE IT BACK' on it, and return the card :)

That sounds like the same muppets in insurance that I spoke to about certain elements of the insurance being better on other AmEx cards - the logic of the top product not having the top level of cover was far too much for them to comprehend.

The PDF is here:
https://www.icenturion.americanexpress.com/secure/cent/uk/DOServlet?name=Summaryofbenefits

It is 4 hours.

I do seem to recall that Insurance is one of those '24/7' teams that work 9-7pm Mon-Fri at best, so after 7pm you're left with the Jacks of all trade, master of none.

They really, really need to sort out those wait times as they are an utter disgrace; and what is it with the stupid pre-IVR message about Michael Jackson refunds that you can't skip!

Cheers Richard, sadly wait time is 3hrs 50mins so not able to use!

Agree on the call wait time, its just under a minute if calling on the international number before you can actually get past the menu system. After that its dependent on time of day wither it will get answered quickly or not.

Its all rather disappointing as I actually had high hopes with the fee increase that things would dramaticly improve, possibly a dedicated account manager to preempt my needs as the marketing material announced, but sadly things appear worse much worse!

Has anyone seen actual improvements or is it all doom and gloom?

Gotta say that the last few times I've called my call has been answered within a minute by what sounded like someone working from home, judging by the silence of the call and her setup of the call.. not the usual office sounds in the background