Consumer complaint received 2025-03-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
Complaint Against American Express Denial of Travel Interruption Insurance Claim I am filing a formal complaint against American Express and its travel insurance provider regarding the wrongful denial of my trip interruption claim and the lack of response from their insurance representatives.

1. Background of the Incident : I have been an American Express cardholder for over six years, paying an annual fee of more than {$2300.00}, in part due to the advertised travel protection benefits. During my recent trip from XXXX  to the XXXX on XX/XX/year>, I was unexpectedly denied boarding on a XXXX transfer leg due to a sudden, temporary local policy enacted by XXXX authorities for political reasons. This interruption was completely unforeseeable and beyond my control. 
Before purchasing a replacement ticket, I sought explicit confirmation from an American Express representative online that my situation qualified as a trip interruption under my cards travel insurance coverage. The representative assured me that I would be covered, so I proceeded to book a new ticket based on that information. However, when I later filed my claim, it was denied without a reasonable explanation, directly contradicting the prior assurances I received from Amex. 

2. Issues with Amexs Handling of My Claim : Misrepresentation by Amex Representatives : I was explicitly told that my situation qualified for coverage, yet my claim was later denied, causing me significant financial loss and stress. 
Unforeseen and Unavoidable Circumstances : The travel disruption was due to a sudden government travel restriction on a transfer-only leg, which I could not have predicted or avoided at the time of booking. 
Lack of Communication and Accountability : I have attempted to follow up with Amexs insurance representatives multiple times over three weeks but have been ignored. This lack of professionalism is unacceptable.

3. Requested Resolution : I am requesting the full reimbursement of my replacement ticket cost, as it qualifies under Amexs travel interruption coverage based on : The explicit assurances I received from an Amex representative before purchasing the replacement ticket.

The unforeseen and uncontrollable nature of the travel disruption.

Amexs failure to uphold its advertised travel protection benefits.

Additionally, I ask that Amex : Provide a clear explanation for the denial in light of the confirmation I received before purchasing the ticket.

Improve accountability in its travel insurance claim process, ensuring that customers receive accurate information and timely responses.

I trusted American Express to uphold its premium cardholder protections, and I am deeply disappointed in how this matter has been handled. I urge the Consumer Financial Protection Bureau ( CFPB ) to review this case and assist in holding Amex accountable for its misleading insurance practices and failure to honor its commitments.

I appreciate your attention to this matter and look forward to a prompt resolution.

Company response to consumer: Closed with explanation