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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, and secure

 

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. Visit our Coronavirus (COVID-19) Travel Planning page for more details on airline, hotel and car rental policies.

 

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. Visit our Coronavirus (COVID-19) Travel Planning page for more details on airline, hotel and car
rental policies.

 

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 or visit our Contact Us page.

 

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


Global Lounge Collection

How do I know which lounges are open during this time?

 

The status of lounges can be found here: https://global.americanexpress.com/lounge-access/the-platinum-card?locale=en-CA


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.

 

Are the Air Canada Maple Leaf Lounges open during this time?

 

The Air Canada Maple Leaf Lounges are temporarily closed until further notice. For more information, please visit https://www.aircanada.com/ca/en/aco/home/fly/premium-services/maple-leaf-lounges.html.


Information for Marriott Bonvoy Cardmembers

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

 

For Marriott 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. Marriott Bonvoy American Express Cardmembers do not need to take any action. The system will automatically complete the updates by the end of April 2020.

 

Will my Elite Status be extended?

 

Yes. Members who earned Elite Status in 2019 will receive an extension of their Elite Status to February 2022.

 

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


Welcome Bonus Extension Offer

How do I know if I’m eligible for the welcome bonus extension?

 

Due to the impact of COVID-19, we offered an extension to the welcome bonus offer period of 6 months on eligible cards that were acquired between Jan 22 and June 30th, 2020. If you acquired a Card during this time that came with a welcome bonus offer that required you to meet a minimum spend threshold in the first 3 months (4 months for Small Business Cards) of Cardmembership then you most likely qualify for an extension.  The following cards are eligible: American Express® AeroplanPlus®* Gold CardAmerican Express® AeroplanPlus®* Platinum Card, American Express® AIR MILES®* Credit Card, American Express® AIR MILES®* Platinum Credit CardAmerican Express® AIR MILES®* Reserve Credit Card, American Express® AIR MILES®** for Business Card, American Express® AIR MILES®** Gold Business Card, American Express Business Edge™ Card, American Express® Business Gold Rewards Card, Business Platinum Card® from American Express, American Express CobaltTM Card, American Express® Gold Rewards Card,  Marriott BonvoyTM American Express® Card, Marriott Bonvoy™ Business American Express® Card, The Platinum Card®, SimplyCashTM Card from American Express, SimplyCash Preferred™ Card from American Express

 

The following Cards are NOT eligible: American Express® AeroplanPlus®* Card & American Express® AeroplanPlus®* Reserve Card

 

For the highlighted Cards, please see below for exclusions:

  Offer Exclusions
American Express® AeroplanPlus®* Gold Card Statement Credit Offer: Receive a $75 Statement Credit when you make 1 purchase of $75.00 or more on aircanada.com (Canadian Website Only) within the first 12 months of Cardmembership
American Express® AeroplanPlus®* Platinum Card
  • Statement Credit Offer: Receive a $150 Statement Credit when you make 1 purchase of $150.00 or more on aircanada.com (Canadian Website Only) within the first 12 months of Cardmembership
  • New American Express® AeroplanPlus®* Platinum Cardmembers earn 40,000 Welcome Bonus Aeroplan®* Miles after spending $3,000 in their first three months of Cardmembership.  PLUS, receive a $150 Air Canada eGift Card after spending $6,000 in purchases in the first six months of Cardmembership. 
Offer Dates: October 1, 2019 – January 10, 2020

American Express® AIR MILES®* Platinum Credit Card

 

Cardmembers acquired during Limited Time Offer:

 

New American Express® AIR MILES®* Platinum Credit Card Cardmembers, get a welcome bonus of up to 3,500 AIR MILES®* Bonus Miles – here’s how:

 

  • Get 1,700 Bonus Miles when you charge a total of $1,500 in purchases to your Card in the first 3 months of Cardmembership.
  • Get up to 1,800 Bonus Miles - In your first 6 monthly billing periods as a new American Express® AIR MILES®* Platinum Credit Card Cardmember, you can get 150 Bonus Miles for every $500 you spend in purchases in each monthly billing period (up to a maximum of 300 Bonus Miles per monthly billing period).

Offer Dates: November 4, 2019 – January 20, 2020

American Express® AIR MILES®* Reserve Credit Card
Cardmembers acquired during Limited Time Offer:
New American Express® AIR MILES®*  Reserve Credit Card Cardmembers get a welcome bonus of up to 3,800 AIR MILES®* Bonus Miles – here’s how:
 
  • Get 1,400 Bonus Miles when you charge a total of $3,000 in purchases to your Card in the first 3 months of Cardmembership.
  • Get up to 2,400 Bonus Miles - In your first 6 monthly billing periods as a new American Express® AIR MILES®* Reserve Credit Card Cardmember, you can get 200 Bonus Miles for every $750 you spend in purchases in each monthly billing period (up to a maximum of 400 Bonus Miles per monthly billing period).
Offer Dates: November 4, 2019 – January 20, 2020
American Express CobaltTM Card
  • Earn a bonus of 2,500 Membership Rewards points through this referral offer when you spend at least $50 (after taxes and shipping) in eligible purchases using your new Cobalt Card at Amazon.ca within the first 3 months of Cardmembership.

 Offer Dates: March 31 – July 1, 2020

  • In your first year as a new Cobalt Cardmember, you can earn 2,500 Membership Rewards points for each monthly billing period in which you spend $500 in purchases on your Card.
American Express® Gold Rewards Card

Earn an additional 2,500 points for each monthly billing period in which you spend $1,000 in purchases on your Card in the first 6 months

 

Offer Dates: September 2019 –current

SimplyCash Preferred™ Card from American Express

Earn 5% cashback in your first 6 months

 


Delivery Service and Delays

I’m expecting mail from American Express. Has there been any change to delivery service?

 

Important Message Regarding Postal Service Disruptions: Due to COVID-19, there may be a delay in outgoing mail from American Express. This could impact deliveries for new, renewal or replacement Cards, Paper Statement deliveries and gift card and merchandise redemptions made from the Membership Rewards Program. Please note for merchandise and gift card redemptions where a signature would normally be required, signatures will not be requested upon delivery at this time.


Contact Us

How can I get in contact with American Express?

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.