Travel insurance claim with AMEX Advice needed please!

letuongthuy2000

I travelled from Stuttgart to Frankfurt (by train) and then took a flight with FlyBe to Manchester. Unfortunately, the train from Stuttgat was delayed, and I was transfered to the next available train which was about 35 minutes later and missed the flight. I had then to buy a replacement ticket. I'm having travel insurance with American Express (turns out to be AXA-Assistance).

The delayed train from Stuttgart would have arrived at Frankfurt airport at 14:06. The replacement one arrived at 14:35, and my flight was at 15:25.

I made a claim with them, giving all the required documents.This morning I received an email from them saying:

Your travel insurance provides cover for missed departure benefit as outlined in the Policy Terms and Conditions. This confirms cover is provided to you during your trip if you are delayed when travelling to your point of international departure and you miss a travel departure on your outward journey.


I would refer you to the exclusion under this section which state;


"i) any claim where you have not allowed yourself sufficient time to arrive at the international departure point in time to check in."


Considering the above exclusion and that airlines ask that you check in 2 hours before departure your claim on this occasion has been deemed inadmissible.

I checked the information on flybe website and found this:

d Check-in - Desks opens at least two hours before the scheduled time of departure. For international flights the check-in closes one hour before the scheduled time of departure. For Economy Plus passengers, check-in closes 45 minutes before departure. For domestic flights, including flights to the Channel Islands and Eire, check-in closes 30 minutes prior to departure for passengers with checked baggage, or 20 minutes before departure for passengers with handbaggage only. If you miss these deadlines, you will not be allowed to travel and you will not be entitled to a refund.

According to the information above, customers are only required to check in one hour before the departing time (not two hours as claimed by the insurance company). Do you I can send a message asking them to reconsider the case? Is there a lot of chance to win the claim? What do you think I should do as this is my first time to make a claim and they seem to try to do anything to put me off from getting the claim. I need your advice please.

Thank you.

Oscar_The_Grouch

Hi there

Have you actually phoned your insurers to tell them what happened and ask their advice? I would recommend you do that first, see what they say and then come back if there is a problem.

letuongthuy2000

thanks for your advice. I contatced them and was told to appeal against the claim declination. Here is their reply:

Thank you for your recent communication in respect of this claim.


Whilst I have noted your comments, I am unable to deviate from the previous decision made with regards the declinature of your claim.


If you remain dissatisfied with our decision may wish to follow the complaints procedure as detailed below:
Complaints Procedure
We aim to provide a first class service at all times. However, if you have a complaint regarding any aspect of the travel insurance product you have purchased or the standard of service you have received, please write, with details of your complaint, to:


• American Express Insurance Executive Office, 3rd Floor, Lanchester House, Trafalgar Place, Brighton BN88 1ZA.


If you are not satisfied with the way your complaint has been dealt with, you have the right to ask the Financial Ombudsman Service to review your case. Telephone: 0845 080 1800 or write to: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.

I trust this clarifies our position.


The reply was rubbish as they did not explain why they still decline my claim, and put the responsibility to the Complaint Department. I can't believe this is a service that such a big insurer give to their customer. Please can you advise me what to do? Do you think if I am admisible for a claim in this case?

silvercar

Write and complain and tell them you will take it further.

Chances are they will back down as having a claim investigated by the ombudsman costs them money.