I gotta say, Amex really is a dream with any kind of claim. I've only had to use it a few times and each time it was an incredbly pleansant experience. Each time I hung up the phone and said aloud "I'm a cusotmer for life."

I don't think it's so much a Chase issue as an issue with all these outsourced benefits. It's more about being able to claim it in their adverising then actually delivering on it.