AmEx Screen Protection Insurance - Has Anyone Used This Yet?

LemonShapedRock on 28/02/2017 - 12:30

Hi all,

I have an AMEX explorer card and have recently become one of the very many people who have broken their iphone screen.

I was going to go down to Apple and pay $249 for a replacement in hopes that AMEX will be able to cover the rest via the complimentary insurance.

Has anyone used this before?

I phoned them over the phone and they seemed to talk in generalities and were very reserved in giving me a straight answer.

I know with Insurance you can't provide advice but this was crazy!

Anyway, just want to know if it's worth doing or not.

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Comments

  • [Deactivated] on 28/02/2017 - 12:36
    +2

    did u buy the phone using the amex?

  • LemonShapedRock on 28/02/2017 - 13:44

    Not outright but I have been paying for my bill using my card for the last 3 months

    • [Deactivated] on 28/02/2017 - 13:54

      hmm better off calling them and ask

    • JimB on 28/02/2017 - 14:00
      -2

      If you didn't buy the phone using your Amex card, then no they won't cover it.

      I purchased an iPhone outright using my CBA issued AMEX card, broke the screen within 60 days. CBA's insurer paid for the repair less $100 excess ( I got a written quote and the insurer paid me directly). In my case it wasn't AMEX who paid for the repair, but CBA's insurer.

      • djkelly69 on 28/02/2017 - 19:57

        If you didn't buy the phone using your Amex card, then no they won't cover it.

        Not correct for Explorer and a couple of other Amex cards. See below.

  • bluesky on 28/02/2017 - 14:11
    +3

    This Explorer card insurance pdf provides info on how to claim. I have the Essential Amex, and it also has a similar insurance pdf.

    Page 34-36 spells out the nitty-grittys with the claim.

    Excess applicable to Smartphone Screen Cover
    10% of the repair cost.
    Making a claim under Smartphone Screen Cover
    You must:
    1. Notify Us of damage by submitting a claim online at
    www.americanexpress.com/australia/claims
    2. Following notification, seek repair of the Smartphone from
    a repairer of Your choice
    3. Submit a claim form with the following documents:
    (a) receipts of the repair;
    (b) copy of Your American Express Explorer Credit Card statement
    showing the Purchase of Your Smartphone or ongoing contract
    payments for the Smartphone being claimed for.

    You should be covered because it says:

    Where the monthly contract commences with an alternative
    payment method before You switch to Your American Express
    Explorer™ Credit Card, cover will commence thirty (30) days from
    the date of the first monthly payment on Your American Express
    Explorer™ Credit Card.

    I have yet to make a claim (hope I never have to! :-)), but it sounds fairly straight forward. All the best, and let us know how you go. Cheers.

    • LemonShapedRock on 28/02/2017 - 17:12
      +1

      Thanks for the info - I'll let you know how it goes.

      • G4life on 13/03/2017 - 14:03

        How did you go?

        • LemonShapedRock on 13/03/2017 - 18:07
          +1

          I haven't actually put the claim through yet.

          Definitely procrastinating on this one…

          I'm keen to share my experiences with you all as soon as It's done!

        • LemonShapedRock on 18/04/2017 - 09:25

          So I have an outcome.

          Unfortunately going to apple and replacing the device is not a viable option under the AMEX Smartphone Screen protection insurance.

          This is because in the T&Cs there is an exclusion which states "Any costs other than for the glass or plastic screen"

          And because the price I paid at apple covers a complete replacement not just the glass screen it's not insurable.

          So the only way to claim this is to go to a screen repairer and repair the screen.

          That way the cost only includes the glass screen.

          • Autonomic on 05/02/2023 - 15:33

            @LemonShapedRock: All you need is a quote for the repair. Then claim and put the money towards swapping your device.

        • bluesky on 18/04/2017 - 15:02

          @Joe146: Thanks for the update. Rather disappointing, if swapping devices/paying a difference would have been the easiest option. At the same time, I sort of understand their position - it is hard to apportion cost to the screen only.

          Maybe just replace the screen.

        • LemonShapedRock on 18/04/2017 - 20:38
          +1

          Yeah I was a little disappointed.

          A friend of mine is in the process of claiming this insurance, he went and had the screen repaired at one of those mobile accessory shops.

          It'll be interesting to see how his one is assessed, will definitely update on how that goes.

        • LemonShapedRock on 19/04/2017 - 19:08
          +1

          Update on my friends claim, it was successful!

          The turn around time from lodging the claim to receiving an outcome was less than 24 hours for him. (much faster than mine!)

          The claim was accepted and now 90% of his repair costs are now being sent to his nominated BSB & Account number.

        • bluesky on 20/04/2017 - 05:56

          @Joe146: Glad to hear the quick turnaround time.

  • Tommo1944 on 14/08/2017 - 16:30

    Hi Joe146 - I don't think this statement below is correct.

    "Unfortunately going to apple and replacing the device is not a viable option under the AMEX Smartphone Screen protection insurance.

    This is because in the T&Cs there is an exclusion which states "Any costs other than for the glass or plastic screen"

    And because the price I paid at apple covers a complete replacement not just the glass screen it's not insurable.

    So the only way to claim this is to go to a screen repairer and repair the screen.

    That way the cost only includes the glass screen"

    FROM the AMEX Essential Credit Card Insurance Terms & Conditions 14 January 2017

    Page 10

    Exclusions Under Smartphone Screen Cover
    Cover does not extend to:
    1. Replacement of any other parts of the smartphone other than the glass or plastic screen unless manafacturers authorized process determines a replacement by way of a like for like refurbished Smartphone of the exact model.

    https://web.aexp-static.com/au/content/pdf/essentialinsuranc…

    • LemonShapedRock on 14/08/2017 - 21:03

      Hi Tom,

      Ahh! Great pickup, glad to see that's there.

      Thanks for sharing.

    • tess1988 on 17/08/2017 - 22:58

      Can Apple replace the screen without replacing other parts?

      Edit: also I guess you don't have to pay for the screen repair on your Amex card as well?

  • IMadeYouReadThis on 01/11/2017 - 09:02

    So we don't know what the outcome was?

    • LemonShapedRock on 01/11/2017 - 09:41
      +1

      The outcome is in my earlier reply.

      In short; it was accepted.

      • Trip on 13/07/2018 - 10:26

        Sorry to dig this up but it wasn't to me from reading this post. So apple replaced your phone (like for like) because it couldn't be repaired and AMEX covered it (you only paid 10%)?

        I have two Iphones (purchased on Amex) that are cracked which I am taking into apple for repair. Well I know one can be repaired and the other is to badly damaged so it well be replaced.

        • IMadeYouReadThis on 13/07/2018 - 13:51
          +1

          1. Replacement of any other parts of the smartphone other than the glass or plastic screen unless manafacturers authorized process determines a replacement by way of a like for like refurbished Smartphone of the exact model.

          Seems pretty obvious to me that if Apple authorise the replacement by charging you only for the screen then it should be covered. Perhaps, try with one phone and see if it works? PS. Just ensure that smartphone screen insurance is covered with the card that you have.

  • lovepub on 30/11/2017 - 09:32

    Does anyone know Amex also covers phones bought on eBay grey imports?

    • Tapori on 20/07/2018 - 12:49

      Did you find out whether they do or not?

  • lonewolf on 07/06/2018 - 12:25

    I dont get what they mean by phone contracts. What if its a BYO phone but you are paying for the monthly phone bill / contract on the AMEX? But none of the contract is for the phone, its just the standard calls / data contract? Does that count or do they mean as in paying off the phone?

    • IMadeYouReadThis on 13/07/2018 - 13:53

      Does that count

      I don't think so.

      You have to be paying the cost of phone in that contract. Unless, you paid from Amex for that BYO.

    • ValueVoyager on 26/11/2023 - 09:41

      Just wondering if you got confirmation on this? I'm in the same situation. Will the screen replacement be covered if I bought the phone without using Amex but pay for a SIM only postpaid plan using Amex?

  • b0nd007 on 12/11/2018 - 17:42

    Hey guys, so I have a samsung with both front and back glass cracked. I called amex and they said they would only cover the repair cost of the front screen. However, Samsung won't only just repair/change the front screen. Apparently they would have to repair/change both the front as well as the back glass because of their policies. Has anyone had the same problem?

    • bluesky on 13/11/2018 - 19:51

      Just a thought. Can they itemise the cost for each repair? That way you can claim the portion for the front repair.

      • eggboi on 09/12/2018 - 17:05

        Yeah they would itemise it. Apple is $150ish for screen breakage and $350ish (lol) for back glass breakage. They take your device, give you a refurbed one, send yours off to their plant to harvest the internals, put them all into a new frame, attach new glass, give it a new serial and then that ends up becoming a replacement device or refurb model for someone else in the future.

    • vchan on 09/12/2018 - 17:55

      Yeah, i got lucky that my back screen was intact at that time. - Having said that I think you might just get away with it! My receipt that I uploaded was not the itemized one but the simple amount receipt. And it went through no questions asked.

  • vchan on 09/12/2018 - 17:49

    I have made a claim - they go through Chubb group. I had no issues - I do not remember entering much details of the accidental drop too.

  • maddykartik on 10/09/2020 - 09:48

    Wondering if this policy covers Tablets / Smartphones with LTE connection.

    • IMadeYouReadThis on 10/09/2020 - 10:08

      Unlikely, Smartphone(s) means an electronic device used for mobile telecommunications over a cellular network (including BlackBerrys, iPhones and similar). So tablet won't qualify that. Source

  • daft009 on 11/09/2020 - 20:03

    Have used it before no issues.
    Had the explorer at the time

  • ddhar on 02/02/2021 - 08:24

    So, my Platinum Edge card will be getting this cover later this month.

    Does anyone know if it will cover phones I purchased last year on this card?

  • bozbargain on 18/01/2022 - 18:36

    Has anyone ever claimed this as a secondary cardholder?

    • bluesky on 18/01/2022 - 19:03

      Have not claimed it before, but should not be a problem claiming as secondary cardholder. T&C in the smartphone screen insurance section is explicit about this:

      You/Your means:
      1. a Primary Card Member;
      2. and Additional Card Members

  • bozbargain on 18/01/2022 - 19:46

    Thanks! It’s my wife’s phone that has screen damage but the Telstra account (postpaid) is in my name. Would that cause any issues? I read somewhere else that some claimants were asked to also submit copies of their phone bills (beyond what AmEx has in their terms):

    1. Submit a claim form with the following documents:
      (a) receipts of the repair;
      (b) copy of Your American Express Explorer Credit Card statement showing the Purchase of Your Smartphone or ongoing contract payments for the Smartphone being claimed for.
    • bluesky on 18/01/2022 - 21:09

      Based on these wordings, if you meet the Point 2 condition (6 months period), you will be covered:

      Additional Card Member means:
      1. a person who has been issued an Additional Card on an American Express Essential Credit Card and may
      previously have been referred to as a Supplementary Card Member; and
      2. their husband, wife, fiance(e), de-facto or life partner with whom they have continuously cohabited for
      a period of six (6) months or more; and
      3. their legally dependent children (including stepchildren or legally adopted children) who are twentytwo (22) years of age or less and wholly dependent on them for financial support.

  • TheButLover on 04/02/2023 - 14:02

    Can I claim this 3 years after buying the phone with Amex?

    • IMadeYouReadThis on 04/02/2023 - 22:40

      I don't think there is any timelimit to it, as long as you bought the phone using that Amex and the Amex is still active - the claim should be valid.

  • Will146 on 05/02/2023 - 10:26

    I have used this a couple of years ago. Just supplied the receipt to Amex via Chubb insurance & payment was approved. Fairly straight forward process. You have to either purchase the phone on your card or pay your monthly subscription on your Amex. If you have been paying your subscription for the past few months, then you should be fine. If you need clarification, call Amex & ask to speak with the Chubb team who look after insurances, they should be able to answer any questions.
    I hold the Explorer & Essential card, I only keep the Essential card for phone purchases as the screen protection is a pretty good perk. I wasn't aware that the Explorer also covers this now which is great.

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