UK Gold/ACE Insurance

Old Feb 25, 13, 2:48 pm
  #1  
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UK Gold/ACE Insurance

Honest question. Am I the only person having issues with the underwriters of the Gold card within the UK? The service is very poor and the exec team at Amex really don't care.

Seriously considering a move to capital one due to this....
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Old Feb 25, 13, 3:00 pm
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Nope, they dislike paying out. Trust me.
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Old Feb 26, 13, 5:36 am
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Any chance you could elaborate.
I have a claim to make for delayed baggage at the moment.
What should I consider? What generally goes wrong?
I think my case is watertight, don't see how they could screw me.

Last edited by enda1; Feb 26, 13 at 5:40 am Reason: typo
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Old Feb 26, 13, 6:30 am
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Originally Posted by enda1 View Post
Any chance you could elaborate.
I have a claim to make for delayed baggage at the moment.
What should I consider? What generally goes wrong?
I think my case is watertight, don't see how they could screw me.
My first ever claim went through fine tbh. It was only a refund protection claim. They were perfect.

It's only when I was mugged and items were stolen that they had an issue. They couldn't get it around their heads that I wore an Armani Jacket or carried a laptop bag I bought months ago. Claim is at month 3.. while Amex My essentials settled the claim within a week.

They really do like dragging things out, and they've been really interested in my business finances.

Just expect the worse, Ian (the head of claims) isn't the best either.

I'm sure your claim will go through hitch free tbh. They dislike repeat users of the insurance in my view anyway. Or it could be because I kicked up a fuss about the managers attiutude months back and he's having a massive power trip.
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Old Feb 26, 13, 6:34 am
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And bumblebees, Capital one's underwriters are awesome should you ever need to use them. I once lost a T-shirt and they settled the claim within 3 days.
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Old Feb 26, 13, 10:23 am
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Isn't it AXA who manage the claims? ACE underwrite the policy.
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Old Feb 26, 13, 11:37 am
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Originally Posted by MoneyBagger View Post
Isn't it AXA who manage the claims? ACE underwrite the policy.
Ah. True. Just gone through the Insurance docs.

AXA handle travel claims but refund and purchase are handled by ACE directly, from what I've gathered?

ACE are still a pain in the ....
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Old Feb 26, 13, 12:45 pm
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Hmm. Thanks for that.

Hopefully mine comes through ok. Any idea how long these things take?
My policy is from the BA PP Amex card.
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Old Feb 26, 13, 3:52 pm
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Originally Posted by enda1 View Post
Hmm. Thanks for that.

Hopefully mine comes through ok. Any idea how long these things take?
My policy is from the BA PP Amex card.
How long has it been? More than 2 weeks since an update? If so, give them a nudge.

Oh and here are some reviews regarding ACE:
http://www.reviewcentre.com/reviews99742.html
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Old Feb 27, 13, 7:38 am
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Originally Posted by Sohail Iqbal View Post
How long has it been? More than 2 weeks since an update? If so, give them a nudge.

Oh and here are some reviews regarding ACE:
http://www.reviewcentre.com/reviews99742.html
Claim hasn't even been made yet. The girlfriend is due to ring them today.

That link is scary reading!
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Old Feb 27, 13, 3:43 pm
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Originally Posted by enda1 View Post
Claim hasn't even been made yet. The girlfriend is due to ring them today.

That link is scary reading!
I'm sure you'll be fine. I hope so anywho. Don't be surprised if they want to rip you are apart, but it does depend on the claim amount.

Mine was for 500 and I'm surprised that Amex used such a shoddy insurer. I've just sent them proof of business income and they are asking why I hold an Amex, private bank account and Diners card at 19. They think it's drug money... As told by someone straight out. Amex's reponse? "We can't get involved, underwriter".
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Old Mar 2, 13, 5:21 pm
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If anyone is wondering how the claim is going, its going rather ..... Oh and amex did address the issue, like this:

"I have spoken with a representative from ACE and have been advised that they are required to ask each claimant a number of questions, that they feel are relevant, in order to continue with the claims process. I have been assured that it was never their intention to be the cause of any offence. I confirm that your ongoing complaint, in respect of ACE, is being investigated and a full response will be issued from them separately."

Clearly not as concerned as I was hoping, seeing as I am now taking this to the Guardian for media coverage. Having someone insinuate I was a drug dealer wasn't suppose to cause offense. It's hard enough having people in everyday life thinking so but someone like Amex? Na. Should I drop them for Diners? Yes. I've spent 27K with them over the last year, I regret it wholeheartdly.

Am I over-reacting to a reply like that? I was expecting them to say "we will investigate the issue" or something a tad more reassuring.
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Old Apr 16, 13, 12:56 pm
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Originally Posted by enda1 View Post
Claim hasn't even been made yet. The girlfriend is due to ring them today.

That link is scary reading!
To update. The claim was handled successfully and without incident. No problems and full claim amount paid (minus excess).

Great!
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Old Apr 17, 13, 4:07 pm
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Originally Posted by enda1 View Post
To update. The claim was handled successfully and without incident. No problems and full claim amount paid (minus excess).

Great!
Great to hear
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Old Apr 18, 13, 5:43 am
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Thanks!
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