Originally Posted by emilio911

You should definitely go up the ladder with this one...

I had a similar issue with VISA Desjardins' cell phone insurance. I got it resolved by complaining to the GIO ( https://scadcanada.org/ ). However, they told me that if the insurance company still didn't want to pay after my complaint, the only one that could say that the insurance certificate was not meeting "an ordinary person's expectations" was a judge sitting in a court of law (such as a small claims court). (Proof that they are they are the only ones with this kind of verbiage would be an excellent proof)

I also read somewhere on flyertalk that a guy had an issue with Capitalone's insurance. He got it resolved by going up the ladder within Capitalone Mastercard (up to Capitalone's Ombudsman).

You should definitely try.