I know you're asking about a different card, but I had no trouble using RBC Avion trip-delay insurance to claim hotel/meals/incidentals on several overnight delays or misconnections in the last few years. When misfortune strikes, I ask a gate agent for a printout that gives reason for the delay/misconnect. I also phone the card issuer, who connects me to the insurer for a file #. They'll also confirm the spend limits. After that, pop it all in the mail and wait for the refund. In my experience the refund occurs within a few weeks.