[QUOTE=bostontraveler;33181120]
Originally Posted by
emviflyer
No, i wrote about AMEX KLM.
I was informed by AXA today that the T&C contain an exception "pandemic" and that thus since March last year the insurance was suspended except for essential travel.[/QUOTE
Let me rephrase. .
So, you learned of a change to the terms of an insurance policy only after writing to your insurer? (Led me guess, via a letter since they, and Amex don’t have email or social media yet (!!)....
That insurer never wrote to you to inform you of changes to the policy?
I don’t doubt you but if that is true it would seem at the absolute limit of legality (not to speak of ethics)...A major exception that essentially nullifies benefits based on a subjective standard that was never communicated?
Correct, but let me rephrase the entire thing:
It applies to the AMEX KLM card (Dutch version of FB AMEX).
I had called AMEX to enquire about a specific item. The answer was clear but not exactly the same as what I was told by AXA. Thus I emailed the claim department and asked for a clarification.
The entire conversation was professional and didn't leave me with a bad feeling towards AXA, on the contrary, the person I spoke to knew the rules, but he has no responsibility for the T&C nor for communication. I also need to emphasize that dealings with AXA in the past, always were professional and that that company actively helps to find solutions when needed. I must admit that I didn't run to check my version of the policy (Platinum card) but I understood that:
- During pandemics (like we have at the moment ) the entire policy is suspended for travel cover unless the travel is deemed essential, such as death in the family etc.
- I also learned that in 2020 there were two updates to the terms, of which I have never been informed. I have no idea what has changed.
This is an issue that affects all AMEX cardholders. AMEX seems to say that, per the same contract, clients should be aware of the of the latest T&C.
In my not-so-humble-opinion AMEX should behave like other "banks" and communicate timely, completely and correctly any change to T&C to its clients, preferably explaining each change that has been made. I also note that although the yearly fee (EUR170 for Gold and EUR600 for Platinum) is a package deal that includes an insurance premium and i find the difference between Gold and Platinum hard to explain, especially because quite a number of classic AMEX advantages do not apply.