The rewards systems and flexibility is the main appeal. However, processes are long especially in regards to disputes. There is lack of protection and communications.
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We have American Express Platinum travel insurance with Chubb, which we have had for many years. We have never had to use it until this year when one of our children sustained a very extensive leg fracture overseas requiring emergency treatment at home. We had quite a substantial claim and this was after many companies refunded accomodation etc. We worked extensively for 3 months from get refunds from Qantas (who made our life very difficult even though we are high tier members and we will never fly again with them) Chubb has a very convoluted way of getting around refunds vs forfeits with regards to flights, and your claim will be impacted. Ultimately we are out of pocket $4500. Don't try too hard to get refunds like we did and spent months and probably 20 hours of time on the phone chasing. Do the basics as spending many hours doing this will not benefit your claim (or time). You have no direct contact with the person doing your claim, (even though I have an email informing me that I would be assigned a case support) it is very impersonal and it takes a long time for them to respond to you.
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