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Old Jan 18, 2019, 9:57 am
  #4  
Often1
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
1. Check your policy language. It will have a definition for what is a "covered event." It is entirely possible that "maintenance" is covered and that the front line employee simply denied.without cause. If that is the case, your beef is with your insurance carrier. I would respond and advise that you will file a complaint with your state's insurance commissioner if the claim is not promptly paid.

2. If the "maintenance" term is not covered:

#A Just respond to the email asking that AA reword the letter with the requested language.

#B Call customer service. It is answered 24/7. That is where you will wind up even if you call the C-suite at HQ.

A is much preferred as this is not going to be resolved on a call.
#1 much preferable to #2 as you can be very specific.
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