American Express Insurance - gross dereliction of duty of care
American Express was historically a brand you could rely on; it had a solid image for me, until now, when as a Platinum Card member for 25 years, I discovered their Travel Insurance was worthless. The £650.00 annual fees, rose "north" over the past few years.
The primary motive for paying this extravagant fee, was a perception, of the value added benefits, bundled into the fee - the Global, International Travel Insurance, for medical and repatriation.
I am afraid I was very naive. In summary I was mis-sold and have found out this to be a gross dereliction of duty, part of the legal expression "duty of care."
AMEX has failed on all front.
On the 4th June 2024, my wife had a "freak" accident in Corfu. On day #1 of our holiday, she skidded over and fractured her tibia bone. (A one in 100,000 chance!!) The medical expression was a "comminuted" fracture, so severe it also was termed as a Trauma Orthopedic Fracture. The x-rays of the injury looked like she has been shot in the leg.
I telephoned my AMEX Concierge service and discovered their official travel insurance partner was AXA. At first I was not to bothered until day or two later. In fact I became very worried.
I have been travelling all my career life. My first vacation was to Los Angeles on the 4th July 1980. My first "business travel" was to Hong Kong in 1981.
My career path gathered further momentum in 1996, travelling often to New York.
In 1999 I became (my company) an official commercial partner to AMEX in New York, when they launched the "Black" card (Centurion). Then followed with an identical product in Japan and Brighton again for the Black card.
My account handler in Brighton offered to "join" me to the Black-card program - which I did.
I enjoyed then seven years of working with AMEX. They were, across the board, a great bunch of people, especially in NYC where I travelled on average 6/7 times a year.
My point?
During that time from time to time I came across fellow travelers, injured and sick. Those with serious injuries, broken legs or ankles, were placed in First Class, by insurers. I saw this twice.
It was clear to me, the severity of the injury to my wife, was obvious, she could not travel home safely, and needed an air ambulance or private jet. I know a bit about aviation, and the CAA rules are quite strict on "at least" a injured person had to be able to fasten a seat belt. No way could she do so; her injured leg was semi plastered and fixed at a 90 degree angle to the body.
The offer from AMEX / AXA? Three seats on a commercial plane - and a "NO" to a private jet.
I pointed out, I had two statements from a Greek Doctor, who refused to sign off a "fitness to fly" testimonials' - and it was clear to me the airline, whoever it was, would refuse boarding. The doctor said, twice, my wife could ONLY fly home, on a private jet or air-ambulance; end of. Later on, when back in London, the surgeon was appalled at the attempts to "bully" us onto a airline - plane. He too also signed a declaration she was only safe to fly home on a private jet.
On my return, I wrote to the CAA, and they emailed me a response reconfirming what I knew anyway.
Of course all of this I sent to AXA / AMEX. All of which they point blank to agree; they were content to try and contravene, ignore the statements in writing, and tried to bully us onto a commercial jet, at a potential safety and health risk to my wife.
For 8 days I argued with AMEX / AXA to no avail. They would not pay for the repatriation this way; three cheapo seats, which would have been impossible to sit in, and I repeatedly asked "even if we try to board, the airline will refuse us; then what?" AMEX / AXA refused even to answer the question.
And even was worst, they mis-managed the whole process, including the home- surgery, which could have been avoided to cost us anything, if they had given us the "duty of care" to recognizing the severity of the injury and show the care and attention to easing pressure of the recovery process.
So, boxed in, I had not choice by to charter a jet back from Corfu and book emergency surgery in London, which by the way, not ordinary "orthopedic surgery." It had to taken place a specialized clinic. All of this was charged to my AMEX card, which I refuse now to pay.
As a card holder for 25 years - I am stunned with gross mis-management of the travel insurance and a refusal to comply with clear directives in writing, signed by a Greek doctor.
My wife is now well on the way to 99.9% recovery. I dread to think, what could have happened, if we bundled her onto a commercial aviation jet home; even if I managed to get her on the plane at check-in.
Truly shocking.
Date of experience: June 05, 2024
