Coronavirus – Frequently Asked Questions

We know the past several weeks have been extremely difficult as the situation with coronavirus (COVID-19) continues to develop. Nothing is more important to American Express than the health and safety of our customers and colleagues, and we want you to know that we’re here to help

Reach out to us digitally- it's fast, easy to use, and secure

 

Our service centres are experiencing higher than normal call volumes. We apologize for the longer than usual wait times and would like to thank you for your patience. The great news is you have options to get to the information you need. We have an array of self-service, online options available to you, which often can be a faster and easier solution to get the support you need.

 

We’re here for you online and through the Amex App, where you always have quick and easy access to your Account. If you’re not enrolled, it’s easy to get started: 

 

Frequently Used Tools

 

Insurance Coverage

I need to make a claim, but I can’t get through to talk to anyone. What should I do?
 

The online claims portal is an easy and fast solution to submitting a claim. If you would like to make a claim online, please visit the RSA claims portal. Once submitted, you can also track the status of your claim through the portal.

What insurance coverage does my Card include?

 

For questions about the insurance benefits on your Consumer or Small Business Card and to view the Certificates of Insurance, please visit our Insurance page.

 

For questions about the insurance benefits on your Corporate Card, please visit our Customer Center and select your Card under the “Card Benefits” tab to view your Certificates of Insurance.

 

I want to travel despite government guidelines advising against it.  Does my insurance cover this?

 

In light of the World Health Organization declaring COVID-19 a global pandemic, the Government of Canada has announced a formal travel advisory limiting all non-essential travel outside of Canada. However, the decision to travel is a personal one. In a rapidly changing environment, understanding your insurance coverage can be important. 

 

For questions about the insurance benefits on your Consumer or Small Business Card and to view the Certificates of Insurance, please visit our Insurance page. For questions about the insurance benefits on your Corporate Card, please visit our Customer Center.
 

For more information regarding insurance coverages while travelling, visit the RSA FAQ page. We also encourage you to regularly visit the Government of Canada’s Travel Advice and Advisories page for the most up to date information.


Refunds

My travel/accommodation/event booking has been cancelled. Can I get my money back?

 

Many travel and event providers have been extremely flexible in these unprecedented times. Please contact the travel or event provider (travel company/hotel/event organizer) first, and they will be able to provide assistance. Reviewing the Terms and Conditions of your booking may also help you have informed conversations once you’ve reached them.

 

I have payments due for a future trip, but I’m unsure as to whether I will want, or be able, to go. Can I get my money back?

 

Many travel and event providers have been extremely flexible in these unprecedented times. Please contact the travel or event provider (travel company/hotel/event organizer) first, and they will be able to provide assistance. Reviewing the Terms and Conditions of your booking may also help you have informed conversations once you’ve reached them.

 

I redeemed Membership Rewards points for my travel/accommodation and it’s now cancelled. Do I get my Membership Rewards points back?

If you used your Membership Rewards points to redeem for travel through Amex Travel or Used Points for Purchases, refunds will appear as a credit from the merchant on your statement. We do not refund Membership Rewards points redeemed. For more information about Membership Rewards, please visit: www.americanexpress.com/canada/exploremembershiprewards


American Express Travel

How can I manage a booking I made through American Express Travel?

 

We understand that your upcoming travel plans may be changing due to the recent COVID-19 outbreak. As you consider your options, we’re here to help you. If you need to make changes to an existing reservation, you can easily review our COVID-19 travel planning page.

 

Please call the number on the back of your Card to speak to a customer service representative about the options available to you. If you made a booking through American Express Travel Online and need to change your travel plans, please call the number listed on your booking confirmation email.

 

I redeemed Membership Rewards points for my travel booking through American Express Travel and now it’s cancelled. Do I get my Membership Rewards points back?

 

If you used your Membership Rewards points to redeem for travel through Amex Travel or Used Points for Purchases, refunds will appear as a credit from the merchant on your statement. We do not refund Membership Rewards points redeemed. For more information about Membership Rewards, please visit: www.americanexpress.com/canada/exploremembershiprewards


Information for AIR MILES Cardmembers

How is AIR MILES handling travel redemptions given the coronavirus (COVID-19) situation?

 

AIR MILES has updated their policies relating to travel cancellation and change fees as a result of the World Health Organization’s March 11 announcement declaring COVID-19 a global pandemic.

 

You can refer to the FAQ section at airmiles.ca for more information about how AIR MILES is handling COVID-19, which will be updated as new information becomes available.

 

If you have questions concerning your travel, please contact the AIR MILES customer service team directly at 416-226-5171 or toll free at 1-888-AIRMILE (247-6453).


Information for Aeroplan Cardmembers

Where can I find more information on how my Aeroplan account/miles are impacted?


More information can be found on Aeroplan’s website.

 

How is Aeroplan handling travel redemptions given the coronavirus (COVID-19) situation?

You can visit Aeroplan’s website for more information.

 

Where can I learn more about existing or new Air Canada reservations?

You can visit Air Canada’s website to learn more about existing and new reservations.


Information for Marriott Bonvoy Cardmembers

Will the expiry on my Annual Free Night Award be extended?

For Marriot Bonvoy American Express Cardmembers residing in Canada, Annual Free Night Awards with an expiration starting March 1, 2020 will be extended through January 31, 2021. 

 

Do I need to do anything to extend my Annual Free Night Award expiry?

No. Marriot Bonvoy American Express Cardmembers do not need to take any action. The system will automatically complete the updates by the end of April 2020.

 

Where can I find more information on how my Marriott Bonvoy program benefits/elite status/points are impacted?

Marriott will keep you updated on all loyalty program changes through the Marriott Bonvoy member benefits website.

 

Where can I find more information on Marriott International’s response to COVID-19, including their cancellation policy?

Please visit Marriott’s COVID-19 Travel Update page for the most up to date information.


American Express Front of the Line & Cardmember Events

Is American Express still offering access to events?

 

As a precaution due to the health concerns arising around the world with COVID-19, many events have been postponed or cancelled for the time being.

 

What happens to tickets that I have bought through American Express Front of the Line?

 

If you already have tickets in hand for a third-party event, please check online at the ticketing issuers site to see if your event has been postponed or cancelled. In the case of the event being delayed, please hold on to your tickets as the same ticket may be valid for a future date.

 

Ticket Issuers:  Ticketmaster – ticketmaster.ca | Mirvish Productions – mirvish.ca | Broadway Across Canada - broadwayacrosscanada.ca | Evenko - evenko.ca


Contact Us

How can I get in contact with American Express?

Our service centres are experiencing high call volumes and wait times.

 

We strongly encourage you to use our digital tools for self-servicing. You can access your accounts online and by using the Amex App at your convenience.

 

For travel queries, please contact the provider directly.

 

For questions about the insurance benefits on your Consumer or Small Business Card and to view the Certificates of Insurance, please visit our Insurance page.

 

For questions about the insurance benefits on your Corporate Card, please visit our Customer Center.

 

For more information regarding insurance coverages while travelling, visit the RSA FAQ page.

 

If you would like to make an insurance claim online, please visit the RSA claims portal.

 

For urgent requests, please call the number on the back of your Card. Please note response times may be slower than usual.