Hi,

I want to share my Amex cell phone protection claim experience with AIG.

Background info: my phone was a Pixel 6 pro less than a year old purchased from Google store with Google Fi service. No other protection plan purchased.

My phone was accidentally crushed in half by my suv tailgate on August 27th. Submitted claim on August 29th with all documents they required except the repair estimate since my phone was obviously not repairable. I attached photos to proof that.
On Sept 22, I received an email from the adjuster saying I was missing documents. Except the repair estimate, I submitted everything he asked on Aug 29th. Luckily, I found a shop willing to give me an estimate for a unfixable phone. I submitted all that the next day (Sept 23rd) including the documents I already submitted.
Oct 6th came, I received another email claiming AIG was still waiting for my documents despite I already submitted them earlier. I complied with the adjuster’s request again. On top of emailing AIG the documents, I also faxed everything to AIG again, just in case.
Now, Oct 20th, I still have not heard an update from AIG.

I understood my clock probably started on Sept 23rd since that was the time all required documents were submitted, but asked me what I already submitted again on Oct 6th was poor service.

Anyone has good or bad experience with Amex cellphone protection that can be shared. I start to wonder whether the protection from Chase is better, that I should switch to paying my cellphone bill with Chase card.