A Word of Warning - Amex Travel Insurance LGW Disruption 20.12.18
#31
Join Date: Mar 2016
Location: Plymouth, UK
Programs: BAEC Gold
Posts: 1,159
It seems to me, rightly or wrongly, that whenever there is an event that involves lots of potential claimants, that the insurance companies shut up shop and make any endeavour to wriggle out of paying claims. I would have thought that this is precisely the kind of event that we have insurance for! If they can wriggle out of paying for these kinds of events then IMO we have to question the value of travel insurance. I am not saying we shouldn't have it... but we need to re-align in our minds what the benefits truly are and what risks we have to take on ourselves. It might make a few of us re-consider whether to travel at all in some cases.
#32
Join Date: Mar 2009
Location: UK
Programs: BA Gold / Hilton Diamond / IHG Diamond Ambassador / Marriot Bonvoy Gold
Posts: 2,508
The bottom line is surely that you get what you pay for. As I have said previously Amex Platinum Charge Card insurance has, for me at least, been outstanding. Volcanoes, snow, baggage, illness. I have claimed many times in the last 10 years all settled without a quibble.
Now not everyone can afford Ł450 a year but for a family of 4 it does represent good solid value in my view.
The other issue is read the policy documents. I personally have never seen the exclusion “act of god” but I wouldnt touch a policy that has this as it opens up to many avenues to argue a claim.
The other issue is that there are too many spurious claims for food poisoning and many fraudulent claims. This in turn leads to more complex policies and a greater tendency to argue the claim.
finally there really must be changes to how airlines are held to account when they do not fulfill their obligations under EU261. The sight of people sleeping in terminals, in one case the woman had stage 4 cancer, is a disgrace. In mass disruption events the automatic payment of money should be made mandatory, this could be via a pre loaded visa/MasterCard. Where carriers cannot provide a room locally the card could be preloaded with Ł350 or more per passenger to allow them to make their own arrangements. These would be issued at the checkin desk. It would provide carriers with an incentive to make arrangements for their customers and end the complaints from passengers that nothing was being done.
Now not everyone can afford Ł450 a year but for a family of 4 it does represent good solid value in my view.
The other issue is read the policy documents. I personally have never seen the exclusion “act of god” but I wouldnt touch a policy that has this as it opens up to many avenues to argue a claim.
The other issue is that there are too many spurious claims for food poisoning and many fraudulent claims. This in turn leads to more complex policies and a greater tendency to argue the claim.
finally there really must be changes to how airlines are held to account when they do not fulfill their obligations under EU261. The sight of people sleeping in terminals, in one case the woman had stage 4 cancer, is a disgrace. In mass disruption events the automatic payment of money should be made mandatory, this could be via a pre loaded visa/MasterCard. Where carriers cannot provide a room locally the card could be preloaded with Ł350 or more per passenger to allow them to make their own arrangements. These would be issued at the checkin desk. It would provide carriers with an incentive to make arrangements for their customers and end the complaints from passengers that nothing was being done.
#33
Join Date: Nov 2003
Location: London, UK
Programs: BA GfL, Marriott PlatfL/Ambassador, TP Gold, IHG Spire
Posts: 1,654
It seems to me, rightly or wrongly, that whenever there is an event that involves lots of potential claimants, that the insurance companies shut up shop and make any endeavour to wriggle out of paying claims. I would have thought that this is precisely the kind of event that we have insurance for! If they can wriggle out of paying for these kinds of events then IMO we have to question the value of travel insurance. I am not saying we shouldn't have it... but we need to re-align in our minds what the benefits truly are and what risks we have to take on ourselves. It might make a few of us re-consider whether to travel at all in some cases.
Indeed, as someone pointed out, insurance companies build a risk profile in order to price up a policy. However, the argument that an insurance company could avoid paying out merely because they forgot to model it against a certain type of event is, quite frankly, nonsense.
#34
Original Poster
Join Date: Nov 2009
Location: East Berlin
Posts: 1,533
I stayed over with a friend in Brighton on Thursday night and caught a train back to the airport on Friday morning for my rebooked flight.
At the airport, BA had told me to book and claim. There wasn’t much available and I didn’t fancy pushing Ł189 towards Hilton for a twin guest room.
I’ve got the Amex Platinum card (although I booked it with their Gold Charge Card). I’ll submit a claim for the hotel accommodation that I couldn’t use because of the flight cancellations on Thursday night when I get home. I’ll also look a little more closely at the Select T&Cs and shop around for something more suitable.
Palmer
At the airport, BA had told me to book and claim. There wasn’t much available and I didn’t fancy pushing Ł189 towards Hilton for a twin guest room.
I’ve got the Amex Platinum card (although I booked it with their Gold Charge Card). I’ll submit a claim for the hotel accommodation that I couldn’t use because of the flight cancellations on Thursday night when I get home. I’ll also look a little more closely at the Select T&Cs and shop around for something more suitable.
Palmer
#35
Join Date: Mar 2011
Location: Herts, UK
Programs: BAEC GGL, HH Diamond.
Posts: 3,164
I has to claim for some theft from our baggage . AMEX did everything they could to not pay and I had tonight and appeal before they paid out
Not what expected for a pretty straight forward claim
Not what expected for a pretty straight forward claim
#36
Join Date: Apr 2006
Location: London
Programs: BA bronze, Hertz pres circle, Marriott Platinum, hilton diamond
Posts: 2,537
#37
Join Date: Jun 2012
Location: Scotland, Spain
Programs: Skywards Gold, Amex Plat, SkyTeam Silver
Posts: 1,157
I’ve got the Amex Platinum card (although I booked it with their Gold Charge Card). I’ll submit a claim for the hotel accommodation that I couldn’t use because of the flight cancellations on Thursday night when I get home. I’ll also look a little more closely at the Select T&Cs and shop around for something more suitable.
Palmer
Palmer
( Not trying to be picky, a legit question - have Amex plat but never tried claiming)
#38
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Broad-based arguments about what ought to be are misplaced, at best.
1. Calling an insurer to ask about anything other than a simple process question is asking for trouble. Don't be lazy. Read your policy. Hopefully you have read it long ago so that you know what is and is not covered as many other problems occur.
2. All that matters is what your specific policy covers. Not what even the same card perhaps issued elsewhere offers. Not what was offered last year under your policy.
3. Whether the drone disruption is covered will depend on the specifics of your policy and what was said. That the ultimate factual result was that it was a couple of fools does not change what it was classified as to start with.
4. No matter what you do or do not have.
A. EC 261/2004 means that you were due a duty of care, e.g. hotel and meals. Perhaps for local travelers, transportation to & from home.
B. EC 261/2004 means that you are due a refund or rebooking. Rebooking might not be as you wish and you are then free to book what you want and turn to your insurance carrier if your review of your policy reflects coverage.
1. Calling an insurer to ask about anything other than a simple process question is asking for trouble. Don't be lazy. Read your policy. Hopefully you have read it long ago so that you know what is and is not covered as many other problems occur.
2. All that matters is what your specific policy covers. Not what even the same card perhaps issued elsewhere offers. Not what was offered last year under your policy.
3. Whether the drone disruption is covered will depend on the specifics of your policy and what was said. That the ultimate factual result was that it was a couple of fools does not change what it was classified as to start with.
4. No matter what you do or do not have.
A. EC 261/2004 means that you were due a duty of care, e.g. hotel and meals. Perhaps for local travelers, transportation to & from home.
B. EC 261/2004 means that you are due a refund or rebooking. Rebooking might not be as you wish and you are then free to book what you want and turn to your insurance carrier if your review of your policy reflects coverage.
#39
Join Date: Nov 2008
Location: United Kingdom
Programs: BA, Marriott & SPG, Hilton, Avis
Posts: 264
I understand you need to book flights on an Amex card, not particularly your Amex Plat card. I've had this confirmed a number of times on the phone to Amex customer services. However the card T&Cs specify that the flights must be booked on 'the card' which means the Plat card. Obviously if the airline doesn't accept Amex, Amex will honour the claim.
However, I've booked flights on my BA Amex card and claimed for lost baggage against my Amex Plat policy and had no questions or issues, and Amex paid out.
However, I've booked flights on my BA Amex card and claimed for lost baggage against my Amex Plat policy and had no questions or issues, and Amex paid out.
#40
Join Date: Feb 2013
Location: London, UK
Programs: BAEC Silver, ITA Club Executive, Hilton Gold, Marriott Gold
Posts: 3,587
I understand you need to book flights on an Amex card, not particularly your Amex Plat card. I've had this confirmed a number of times on the phone to Amex customer services. However the card T&Cs specify that the flights must be booked on 'the card' which means the Plat card. Obviously if the airline doesn't accept Amex, Amex will honour the claim.
However, I've booked flights on my BA Amex card and claimed for lost baggage against my Amex Plat policy and had no questions or issues, and Amex paid out.
However, I've booked flights on my BA Amex card and claimed for lost baggage against my Amex Plat policy and had no questions or issues, and Amex paid out.
“Account” or “Card Account” means your consumer and small business cards issued by American Express in the UK, excluding corporate cards and any American Express Cards issued by bank partners.
American Express cards that are not issued directly by Amex
#41
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Just to clarify, for the policy aspects that require payment with the "Card account", it has to be any consumer and small business cards directly issued by American Express and it does not need to be, in your example, the Platinum Charge Card.
A Lloyds Amex card, for example, does not meet that definition.
American Express cards that are not issued directly by Amex
A Lloyds Amex card, for example, does not meet that definition.
American Express cards that are not issued directly by Amex
#42
Join Date: Sep 2013
Posts: 99
#43
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,554
Any payment by an Amex issued card is covered (as described above). You can pay by a BA Amex and still be covered as that is an Amex issued card.
#44
Join Date: Oct 2007
Posts: 4,636
2011:
“Account” or “Card Account” means your American Express Charge Card account with American Express on which The Platinum Card is issued.
2018:
“Account” or “Card Account” means your consumer and small business cards issued by American Express in the UK, excluding corporate cards and any American Express Cards issued by bank partners.
#45
Join Date: Aug 2014
Posts: 84
Cancelled Flight - Amex Plat no to loss
We had a cruise booked from Venice leaving 28th July. Our flight was 7.30 am London City to Venice on 27th July. Cruise and flights paid for on our Amex Platinum Card (and my wife is a supplementary card holder).
10.00 pm on 26th July BA cancelled our flight by a text message. We had a few hours trying for alternate flights with BA and other operators. There was nothing available to get us to Venice by Sunday afternoon.
The best we could do was fly to Split on Sunday and meet the cruise on Monday which was the first stop.
Our loss was one night hotel in Split. Venice hotel I had booked on points and I could do a cancellation. Other loss was two pre paid transport plus Sunday dinner. Is not massive but I thought Amex Platinum would be a good cover.
I called today to check and they said I am not covered as its a cancellation and not a delay.
Do I have any case?
10.00 pm on 26th July BA cancelled our flight by a text message. We had a few hours trying for alternate flights with BA and other operators. There was nothing available to get us to Venice by Sunday afternoon.
The best we could do was fly to Split on Sunday and meet the cruise on Monday which was the first stop.
Our loss was one night hotel in Split. Venice hotel I had booked on points and I could do a cancellation. Other loss was two pre paid transport plus Sunday dinner. Is not massive but I thought Amex Platinum would be a good cover.
I called today to check and they said I am not covered as its a cancellation and not a delay.
Do I have any case?