UK: Hugely detrimental changes to Platinum travel insurance from January 25, 2012
Dec 12, 2011, 6:56 am
#47
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,959
Nothing can be transferred to a American Express SPG card, Starpoints accumulate at Starwood not at American Express. You can transfer Membership Rewards points to Starwood, but bear in mind that 2 Membership Rewards points is equal to 1 Starpoint. (This is the rate for Sterling card account, US Dollar accounst transfer 3:1.)
Dec 13, 2011, 12:20 pm
#48
Suspended
Join Date: Jan 2004
Location: UK
Posts: 11,969
Not received my letter yet.
I may have missed it but I haven't seen any comments on the technical "unfairness" of changing the terms and conditions after a premium has been paid. Amex have already lost escalated complaints when they tried to change premiums mid-way through a year and these changes strike me as being equally "unfair" changes unless they come into play after a new membership year starts.
I encouraged Amex members to complain when their fees for associated cards to the Plat when they were increased mid-year and their complaints were upheld and refunds made. Complaints cost Amex (from memory) £300 each. I would have thought they would have learned from that experience.
Nothing is lost if members ask for their claims (once rejected by Amex) to be formalised. I suggest everyone does this. It will at least provide part of an extra year on existing terms.
I may have missed it but I haven't seen any comments on the technical "unfairness" of changing the terms and conditions after a premium has been paid. Amex have already lost escalated complaints when they tried to change premiums mid-way through a year and these changes strike me as being equally "unfair" changes unless they come into play after a new membership year starts.
I encouraged Amex members to complain when their fees for associated cards to the Plat when they were increased mid-year and their complaints were upheld and refunds made. Complaints cost Amex (from memory) £300 each. I would have thought they would have learned from that experience.
Nothing is lost if members ask for their claims (once rejected by Amex) to be formalised. I suggest everyone does this. It will at least provide part of an extra year on existing terms.
Dec 14, 2011, 2:47 am
#49
Join Date: Jun 2004
Posts: 3,774
I have not been notified of this change, so assume it does not apply to ICC accounts. However, what would happen if a claim is filed and rejected in accordance with 'new' terms and conditions, but the person has not been notified in writing of changes to the terms?
Surely they cannot expect us to find out about these things from FT and would be liable if we make a claim in accordance with existing terms and conditions for which we haven't been advised in writing are no longer valid.
Surely they cannot expect us to find out about these things from FT and would be liable if we make a claim in accordance with existing terms and conditions for which we haven't been advised in writing are no longer valid.
Dec 14, 2011, 3:19 am
#50
Join Date: Apr 2007
Location: London
Programs: BA GGLfL
Posts: 1,342
But many travel companies and sellers of packaged holidays do not. For instance, I have just booked a skiing holiday where the company do not take Amex and I rely on my Amex insurance to cover the family for winter sports. I now do feel entirely comfortable relying on the cover (I understand I am covered this year because I have booked before the new terms come into effect.)
Dec 14, 2011, 4:59 am
#51
Join Date: Jun 2011
Programs: BAEC Gold, HHonors Gold, Marriot Bonvoy Gold, MeliaRewards Gold, Radisson Gold
Posts: 816
But many travel companies and sellers of packaged holidays do not. For instance, I have just booked a skiing holiday where the company do not take Amex and I rely on my Amex insurance to cover the family for winter sports. I now do feel entirely comfortable relying on the cover (I understand I am covered this year because I have booked before the new terms come into effect.)
I'll go and re-read, as perhaps I'm the one thats confused!
Dec 14, 2011, 5:02 am
#52
Join Date: Apr 2007
Location: London
Programs: BA GGLfL
Posts: 1,342
Agreed but my post was in response to a previous poster stating that virtually all hotels, airlines and car hire companies take Amex.
Dec 14, 2011, 2:20 pm
#53
Join Date: Jun 2003
Location: London
Posts: 3,459
Not received my letter yet.
I may have missed it but I haven't seen any comments on the technical "unfairness" of changing the terms and conditions after a premium has been paid. Amex have already lost escalated complaints when they tried to change premiums mid-way through a year and these changes strike me as being equally "unfair" changes unless they come into play after a new membership year starts.
I encouraged Amex members to complain when their fees for associated cards to the Plat when they were increased mid-year and their complaints were upheld and refunds made. Complaints cost Amex (from memory) £300 each. I would have thought they would have learned from that experience.
Nothing is lost if members ask for their claims (once rejected by Amex) to be formalised. I suggest everyone does this. It will at least provide part of an extra year on existing terms.
I may have missed it but I haven't seen any comments on the technical "unfairness" of changing the terms and conditions after a premium has been paid. Amex have already lost escalated complaints when they tried to change premiums mid-way through a year and these changes strike me as being equally "unfair" changes unless they come into play after a new membership year starts.
I encouraged Amex members to complain when their fees for associated cards to the Plat when they were increased mid-year and their complaints were upheld and refunds made. Complaints cost Amex (from memory) £300 each. I would have thought they would have learned from that experience.
Nothing is lost if members ask for their claims (once rejected by Amex) to be formalised. I suggest everyone does this. It will at least provide part of an extra year on existing terms.
You would be better off writing or using their twitter page to complain that the policy becomes worthless if you have to buy additional insurance for certain trips (because you may as well buy a proper annual policy). An increase in premium, or an increase in excess, would not be objectionable, but the requirement to use the card to pay all components of the trip, and the lack of cover where you do not, or where you do not pay for your travel or accommodation is objectionable.
Dec 14, 2011, 2:55 pm
#54
Join Date: Sep 2003
Location: BHD, LHR, DUB
Programs: Onetime bmi * Gold lifetime membership, BA Gold, HH Diamond, Starwood Gold
Posts: 393
Not received my letter yet.
I may have missed it but I haven't seen any comments on the technical "unfairness" of changing the terms and conditions after a premium has been paid. Amex have already lost escalated complaints when they tried to change premiums mid-way through a year and these changes strike me as being equally "unfair" changes unless they come into play after a new membership year starts.
I may have missed it but I haven't seen any comments on the technical "unfairness" of changing the terms and conditions after a premium has been paid. Amex have already lost escalated complaints when they tried to change premiums mid-way through a year and these changes strike me as being equally "unfair" changes unless they come into play after a new membership year starts.
Their response so far has been "I have passed your comments onto our Insurance Executive Team who will investigate the matter and contact you within 5 working days." Will report back on what happens...
bmifly
Dec 15, 2011, 7:50 am
#55
Join Date: Dec 2009
Posts: 94
I'm not 100% sure without going and finding the booklet with the T&C's in it, but I think my plat insurance policy already only covers cancellation / delays etc on trips booked with AMEX - I remember reading it and thinking that as work book and pay for most of my travel it wouldn't help me much anyway...
I took it out earlier this year as part of the 40K miles/quidco package, possibly last April time...
I've also not received any letters from them in a while...
I took it out earlier this year as part of the 40K miles/quidco package, possibly last April time...
I've also not received any letters from them in a while...
Dec 15, 2011, 8:13 am
#56
FlyerTalk Evangelist
Join Date: Feb 2004
Location: London
Programs: BA, VS, HH, IHG, MB, MR
Posts: 26,871
That's exactly what I did in my e-mail to them. Whether on firm ground or not I said I felt they were in breach of contract. I'd paid my £300 and they were making significant changes. I asked either for the insurance cover to be restored (no chance I suspect) or to cancel my membership and return relevant proportion of the annual fee.
Their response so far has been "I have passed your comments onto our Insurance Executive Team who will investigate the matter and contact you within 5 working days." Will report back on what happens...
bmifly
Their response so far has been "I have passed your comments onto our Insurance Executive Team who will investigate the matter and contact you within 5 working days." Will report back on what happens...
bmifly
Dec 15, 2011, 9:46 am
#57
Join Date: Jun 2003
Location: London
Posts: 3,459
That's exactly what I did in my e-mail to them. Whether on firm ground or not I said I felt they were in breach of contract. I'd paid my £300 and they were making significant changes. I asked either for the insurance cover to be restored (no chance I suspect) or to cancel my membership and return relevant proportion of the annual fee.
Their response so far has been "I have passed your comments onto our Insurance Executive Team who will investigate the matter and contact you within 5 working days." Will report back on what happens...
bmifly
Their response so far has been "I have passed your comments onto our Insurance Executive Team who will investigate the matter and contact you within 5 working days." Will report back on what happens...
bmifly
Originally Posted by Amex
18.2 You may notify us in writing at any time that you no longer wish to maintain your card benefits in which case we will cancel your card...
We will refund you the cardmembership fee on a pro-rata basis...
We will refund you the cardmembership fee on a pro-rata basis...
Originally Posted by Amex
VARIATION OF COVER
We reserve the right to add to these Policy Terms and Conditions and/or make changes or withdraw
certain insurance benefits:
1) For legal or regulatory reasons; and/or
2) To reflect new industry guidance and codes of practice; and/or
3) To reflect legitimate cost increases or reductions associated with providing this insurance; and/or
4) For any other legitimate commercial reason, for example in the event of a change of Insurer.
If this happens We, or American Express with Our authority, will write to You with details of the changes
at least 30 days before We make them. You may cancel Your Card if You do not agree to any proposed
changes.
We reserve the right to add to these Policy Terms and Conditions and/or make changes or withdraw
certain insurance benefits:
1) For legal or regulatory reasons; and/or
2) To reflect new industry guidance and codes of practice; and/or
3) To reflect legitimate cost increases or reductions associated with providing this insurance; and/or
4) For any other legitimate commercial reason, for example in the event of a change of Insurer.
If this happens We, or American Express with Our authority, will write to You with details of the changes
at least 30 days before We make them. You may cancel Your Card if You do not agree to any proposed
changes.
Dec 16, 2011, 4:22 am
#58
Join Date: Sep 2010
Posts: 10
Replacement
Having also received the letter, I am looking for a replacement. The most important thing to me was knowing that if something went wrong during my travels, I would be covered.
Does any one know of a good travel insurance that would cover delays, etc.? Cost is not as much an issue as peace of mind.
Does any one know of a good travel insurance that would cover delays, etc.? Cost is not as much an issue as peace of mind.
Dec 16, 2011, 6:45 am
#59
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London and Zurich
Programs: AA, BA, Mucci: Sir Roger des Directions Routières, PCR
Posts: 13,609
I sent AmEx an online message based on my earlier post above. The automatic response promised a reply within 5 working days, which are up today.
I had a call this morning from somebody from AmEx customer services (name withheld in accordance with custom and practice) who turned out to be from the account closure department.
The '5 days' bit is apparently a requirement from the FSA. He told me that AmEx had sent me a snailmail letter yesterday. He couldn't tell me what was in it (why not? 
) but we both assumed it was a holding letter.
I took the opportunity of amplifying my concerns - majoring on the lower qualifying age for medical cover and the lack of cover for journeys not paid for using AmEx. No longer was the card one which provided peace of mind in the secure knowledge that everything was covered. We will have to take out additional cover because of the changes. This may or may not be with AmEx - probably not as Nationwide FlexAccount offers us 'free' cover in Europe which can be extended to worldwide for £20. (Obvious exclusions to that: car rental cover and Priority Pass.)
We discussed the virtually 3% surcharge on foreign spend as an obstacle for me. His Californian colleague close by confirmed to him that US plat and Centurion cards do indeed have a zero surcharge for foreign use. Applying that to UK cards would go some way to restoring confidence in the plat card.
If there is anything relevant in the snailmail letter, I'll report back.
I had a call this morning from somebody from AmEx customer services (name withheld in accordance with custom and practice) who turned out to be from the account closure department.
The '5 days' bit is apparently a requirement from the FSA. He told me that AmEx had sent me a snailmail letter yesterday. He couldn't tell me what was in it (why not? ) but we both assumed it was a holding letter. I took the opportunity of amplifying my concerns - majoring on the lower qualifying age for medical cover and the lack of cover for journeys not paid for using AmEx. No longer was the card one which provided peace of mind in the secure knowledge that everything was covered. We will have to take out additional cover because of the changes. This may or may not be with AmEx - probably not as Nationwide FlexAccount offers us 'free' cover in Europe which can be extended to worldwide for £20. (Obvious exclusions to that: car rental cover and Priority Pass.)
We discussed the virtually 3% surcharge on foreign spend as an obstacle for me. His Californian colleague close by confirmed to him that US plat and Centurion cards do indeed have a zero surcharge for foreign use. Applying that to UK cards would go some way to restoring confidence in the plat card.
If there is anything relevant in the snailmail letter, I'll report back.