Bad American Express Centurion Card Insurance Experience

[auriga]

Let this be a warning to all travellers.

If an airline fails to re-unite you with your bags after a flight whether diverted, delayed or simply lost, always endeavour to get cash/credit for emergency expenses from the airline and do so before departing the airport.

Do this even if you think your insurance* may cover you.

*If any claim you make is successful, be rest assured that the insurance company will almost certainly recover their costs from the airline.

Thank you. I think this is good advice.

How does this work on a multi airline itinerary?

 

[serfty]

... How does this work on a multi airline itinerary?

It's the carrier of the last segment travelled that has the responsibility.

 

[lovestotravel]

From the Amex Plat Charge card insurance policy which should be similar but you will need to double check your PDS.

First lesson is to read and FULLY understand the PDS before traveling.

I assume you have learnt this now. But your "complaint/whinge" has nothing to do with Amex or AXA, it is you that did not read and understand the PDS before traveling.

3. Luggage delay checked on Scheduled Flight
If Your accompanying luggage checked on the Scheduled Flight is not delivered within six (6) hours of Your arrival at the scheduled destination point of Your flight, We will reimburse You for the emergency purchase of essential clothing and requisites up to AUD700 incurred at such scheduled destination.

So for luggage you are NOT covered as you have said but if you did pay for a hotel you would be. It it quite clear to me that any purchases that you made would not be covered.

If departure of Your Scheduled Flight is delayed for four (4) hours or more, cancelled, or You are denied boarding of the aircraft due to over-booking, and no alternative transportation is made available to You within four (4) hours of the scheduled departure time of such flight, We will reimburse You for hotel accommodation and restaurant meals or refreshments up to AUD700.

 

[Flashback]

That's the reason why I'll always make sure I have at least 1 change of clothes with me in my carry-on..

 

[lovestotravel]

That's the reason why I'll always make sure I have at least 1 change of clothes with me in my carry-on..

Yep - More good advice there!

In a "foreign" airport/country you don't really want to be trying to find a clothing store for a change of clothes. Unless you want to buy something from the gift shops in airports and wear a lovely "Insert Country Name Here" shirt/jumper for the next few days

 

[BlueAU]

Yep - More good advice there!

In a "foreign" airport/country you don't really want to be trying to find a clothing store for a change of clothes. Unless you want to buy something from the gift shops in airports and wear a lovely "Insert Country Name Here" shirt/jumper for the next few days

I Love Australia?

 

[lovestotravel]

I Love Australia?

Something like that

 

[alemdohorizonte]

I assume you have learnt this now. But your "complaint/whinge" has nothing to do with Amex or AXA, it is you that did not read and understand the PDS before traveling.

3. Luggage delay checked on Scheduled Flight
If Your accompanying luggage checked on the Scheduled Flight is not delivered within six (6) hours of Your arrival at the scheduled destination point of Your flight, We will reimburse You for the emergency purchase of essential clothing and requisites up to AUD700 incurred at such scheduled destination.

my post was not a "complaint" nor was it a "whinge". describing it in those terms demeans the purpose of why i took the time to share my experiences with the board.

as i stated clearly, i posted my experience so that others could learn from my errors and would not repeat my mistake of thinking that the axa insurance that amex provides its centurion card members is broad and covers emergency items when you are separated from your luggage.

i learned the hard way that both axa and amex interpret "scheduled destination point" to mean the point to which your bags are checked -- not the destination point of the flight where you end up needing your luggage. hopefully the point is clear now and others can avoid misinterpreting this in the future.

 

[pksw]

my post was not a "complaint" nor was it a "whinge". describing it in those terms demeans the purpose of why i took the time to share my experiences with the board.

I find these "real life" experiences to be useful posts, even if it is already stated in the terms and conditions. I find it difficult to remember all the technicalities, but I won't forget this post if I am stuck in transit relying on my Amex travel insurance to cover a missed connection.

For $4300/year surely Amex could treat centurion card holders better. I would still write to Amex and express your disappointment at the restrictive nature of the insurance, which devalues the product. Customer feedback is the only way to improve the service.

 

[straitman]

I still have to agree with Dave Noble and ask (per post #8) whether this is any different (better or worse) than other paid insurers :?:

 

[lovestotravel]

I still have to agree with Dave Noble and ask (per post #8) whether this is any different (better or worse) than other paid insurers :?:

Yep I have to agree with both of you there as well. I know the limitations on my "free" insurance policy with Amex, yes a few others last time I checked extensively (2 years ago) had slightly better coverage for certain things, but I stuck with the "free" policy and understood the limitations.

my mistake of thinking that the axa insurance that amex provides its centurion card members is broad and covers emergency items when you are separated from your luggage.

The insurance policy is broad and pretty much the same as any insurance policy out there. Of course, everyones individual needs are different.

i learned the hard way that both axa and amex interpret "scheduled destination point" to mean the point to which your bags are checked -- not the destination point of the flight where you end up needing your luggage. hopefully the point is clear now and others can avoid misinterpreting this in the future.

You were planning to fly to CDG as your final destination on these "set of flights" and that's where your luggage was checked through to. At no stage would you expect to have access to your luggage in LHR.

Simply because you have the best credit/charge card in Australia (in my opinion) doesn't mean you have the best insurance policy that is suitable to you. That being said what insurance policy would have covered you in your circumstances ?

 

[auriga]

I still have to agree with Dave Noble and ask (per post #8) whether this is any different (better or worse) than other paid insurers :?:

Does anyone know the answer to this?

 

[oz_mark]

Most of the policies talk about delays to baggage at your destination, but take your pick on how Allianz may have interpreted their policy:

We will reimburse up to the sum insured as per the Plan selected for all claims combined if any items of your Luggage and Personal Effects are delayed, misdirected or misplacedby the carrier for more than 12 hours, and in our opinion it was reasonable for you to purchase essential items of clothing or other personal items.

 

[lovestotravel]

Most of the policies talk about delays to baggage at your destination, but take your pick on how Allianz may have interpreted their policy:

We will reimburse up to the sum insured as per the Plan selected for all claims combined if any items of your Luggage and Personal Effects are delayed, misdirected or misplaced by the carrier for more than 12 hours, and in our opinion it was reasonable for you to purchase essential items of clothing or other personal items.

Geez that sure does sound promising.....:shock: They can easily say no to every claim.

 

[straitman]

Does anyone know the answer to this?

The answer will be very subjective and will vary from policy to policy. It is therefore important to fully understand what ever policy you are using.

 

[edman]

my post was not a "complaint" nor was it a "whinge". describing it in those terms demeans the purpose of why i took the time to share my experiences with the board.

Just curious as to whether this experience has left you querying the value of the centurion card for the fee that you pay? Or from the other posts are you just looking at it as being no worse than most insurance policies from that regard?

 

[chevalier]

Another perspective on the Centurion insurance.

I was en-route to Dublin via London last year and due to bad weather, many of the BA flights were canceled. Collected my luggage & proceeded to Dublin via rail & ferry after staying overnight in London. All expenses for alternative travel & hotel stay were reimbursed very promptly and in full even though it was over the $700 allowance (just under $800 from memory).

Hence a thumbs up for the Centurion insurance policy for me!

 

[Mal]

I find these "real life" experiences to be useful posts, even if it is already stated in the terms and conditions.

Yeah I agree. Sometimes I post my own, sometimes I add to other threads that post theirs.

This has definitely helped me with knowing about various lurks in insurance policies.

Oh, and I don't see it as a rant, or a complaint - just advising others of something to be aware of.

 

[lovestotravel]

just advising others of something to be aware of.

Pretty simple to read and understand the insurance policy before leaving and know what you are are are not covered for really.

 

[oz_mark]

Pretty simple to read and understand the insurance policy before leaving and know what you are are are not covered for really.

It's one thing reading and understanding, but how many people here would have known that the scenario here would not be covered? How many people here would even have thought about the scenario?