Frequently Asked Questions

The answers to our most frequently asked questions about Car Rental Theft and Damage insurance, Purchase Protection® Plan insurance and Buyer’s Assurance® Protection Plan insurance are below. The FAQs are only to provide general information related to these insurance coverages, which are underwritten by RSA (Royal & Sun Alliance Insurance Company of Canada). Not all American Express Cards include these coverages. The coverages for your Card can be found in the card information package mailed to you, your Certificate of Insurance or by calling American Express at the number on the back of your Card.

If you have questions related to Travel Loss insurance, please contact Global Excel Management (GEM). GEM can be reached 24 hours a day, 7 days a week by calling: 1-866-426-7505 toll-free from the US & Canada or (905) 816-1884 collect from anywhere in the world. If calling collect, you may need to ask for assistance from the local operator to connect you.

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Questions

 

General

Claim Submission and Processing

Car Rental Theft and Damage Insurance

Buyer’s Assurance Protection Plan and Purchase Protection Plan Insurance

Answers

  •  
    How do I know which coverages are available on my American Express card?

    The coverages for your Card can be found in the card information package mailed to you, your Certificate of Insurance or by calling American Express at the number on the back of your Card. You may also visit the “Report A Claim” page on this website, select your Card type from the drop down menu, and the available coverages will appear in the middle box. Please ensure that you have the first 6 and last 4 digits of your Card number, as this will serve to further validate the coverages available to you.

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    Where can I find my Certificate of Insurance?

    The Certificate of Insurance can be found in the American Express Card welcome package mailed to you at the time you received your card. You can also contact American Express at the number on the back of your Card to request a copy.

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    Who is RSA?

    With a 300-year heritage, RSA is part of one of the world’s leading multinational insurance groups. Today, we employ around 23,000 people, serving 17 million customers in around 140 countries. RSA is a leading insurer of some of the coverages provided by your American Express Card.

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    Will the information I enter on this website be secured and confidential?

    Yes, your personal information will remain secure and confidential. Information protection measures built into the website include:

    • Encryption of uploaded documents and claim status email content.
    • Multi-factor password reset authentication.
    • Claims status emails only display a small subset of first notice of loss information provided.
    • We only collect the first 6 and last 4 digits of your Card number.

    RSA will only use your personal information submitted to this website in accordance with applicable privacy laws and RSA's privacy policy. For information about our practices, kindly refer to our privacy policy.

  •  
    How do I access information related to my claim after the 6 month post-closure date period?

    For information related to a claim after the 6 month post-closure period, you can call our Claims Centre at 1-800-243-0198.

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    How do I download my claim details for my personal records?

    Go to the “Manage My Claim” section of this website, click on “View My Claim Details”. On that summary page, you will have the option to download your claim details in PDF format.

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    How do I find out the status of my claim?

    Go to the "Manage My Claim" page of this website to review the status of your claim. You will need your American Express Card number and your claim number. Your claim number would have been sent to the email address provided in the initial claim submission within two business days.

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    How soon after my initial claim submission will I be able to check the status of my claim?

    You will be able to check your claim status -- and provide any additional notes or documentation -- as soon as you receive an email which includes your claim number. You will need this claim number to access the “Manage My Claim” section of the website.

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    What documents will I need to submit to complete this claim?

    Within two days of submitting your claim you will receive a list of required documents from the RSA insurance assessor assigned to your claim.

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    What is the purpose of the “View/Add My Notes” section under “Manage My Claim”?

    It is possible that you may have missed or incorrectly submitted information in your initial claim that would assist our Claims Representatives. If so, you can add the information in the “Manage My Claim” section of this website by clicking on “Add/View My Notes”.

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    Am I covered for third party liability or personal injury to myself/passengers while driving a rental vehicle?

    No. The Car Rental Theft and Damage Insurance provided on your Card does not include third party liability, personal injury or damage to property coverage.

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    Are additional drivers covered by the Car Rental Theft and Damage Insurance?

    Additional drivers are covered by Car Rental Theft and Damage Insurance, as long as the Cardmember is listed as the principle driver on the rental contract and is also present at the rental agency to initialize and pick up the vehicle. Any additional drivers would then have the same coverage as the primary driver, provided that all listed drivers comply with the terms and conditions of the rental contract and Certificate of Insurance.


    The Car Rental Theft and Damage Insurance is only available when the Cardmember fully charges the rental to an eligible American Express Card and does not accept the Collision Damage Waiver (CDW), Loss Damage Waiver (LDW), or their equivalent offered by a rental agency. The coverage only applies to rental autos with a MSRP of $85,000 Canadian or less, and for rental periods of up to 48 consecutive days. Certain terms, conditions, limitations and exclusions apply. Please read your Certificate of Insurance carefully.

  •  
    Can I decline all insurance coverage at the rental agency?

    The choice is yours. The Car Rental Theft and Damage Insurance only covers vehicle loss or damage and does not include the contents of the vehicle. There is no coverage for third party liability, personal injury, damage to property, normal vehicle wear and tear or mechanical/electrical vehicle breakdown.


    The Car Rental Theft and Damage Insurance is only available when the Cardmember fully charges the rental to an eligible American Express Card and does not accept the Collision Damage Waiver (CDW), Loss Damage Waiver (LDW), or their equivalent offered by a rental agency. The coverage only applies to rental autos with a MSRP of $85,000 Canadian or less, and for rental periods of up to 48 consecutive days. Certain terms, conditions, limitations and exclusions apply. Please read your Certificate of Insurance carefully. The Cardmember should review all the coverages available and make the best selection dependent on his/her specific requirements.

  •  
    How do I use the Car Rental Theft and Damage Insurance in countries where collision damage insurance from the rental agency is mandatory (i.e. Italy, Australia)?

    The Car Rental Theft and Damage Insurance is only available when you fully charge the rental to an eligible American Express Card and decline the Collision Damage Waiver (CDW), Loss Damage Waiver (LDW), or their equivalent offered by a rental agency.


    In countries where collision damage insurance from the rental agency is mandatory and you don’t have the option available to decline the rental agency’s CDW, LDW or similar provision, your American Express Card coverage will pay for covered theft, loss and damage up to the limit of the deductible stipulated in the Rental Agency’s CDW, LDW or similar provision, purchased by the Cardmember.


    Certain terms, conditions, limitations, and exclusions apply. Please read your Certificate of Insurance carefully.

  •  
    How long am I allowed to rent the vehicle for to ensure coverage?

    Rental vehicle coverage cannot exceed 48 consecutive days. If the rental period goes beyond 48 consecutive days, coverage will not be provided from the first day of rental onwards. A full calendar day between rentals must exist in order to break the 48 consecutive day cycle.

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    If I am involved in an accident, what are the immediate actions I should take?

    Accidents are very stressful. Immediately after an accident, make sure you and your passengers are not injured and call the police if necessary. Exchange basic information with the other drivers such as name, driver’s license number, insurance information, address and vehicle plate number. We suggest you notify the rental agency and RSA as soon as possible.

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    If the rental vehicle has sustained damage, but I was not involved in an accident, what should I do?

    If the vehicle sustains damage of any kind during your rental period, immediately file a claim on this website. Do not sign a blank sales draft to cover the damage and loss of use charges or a sales draft with an estimated cost of repair and loss of use charges.


    It’s really important to check the rental vehicle carefully for scratches or dents before and after you rent the vehicle. Be sure to point out where the scratches or dents are located to the rental agency representative and have him/her note these on the appropriate form. Retain a copy of the form for your records.

  •  
    Is the Car Rental Theft and Damage Insurance coverage worldwide?

    The Car Rental Theft and Damage Insurance is only available when you fully charge the rental to an eligible American Express Card and decline the Collision Damage Waiver (CDW), Loss Damage Waiver (LDW), or their equivalent offered by a rental agency.


    In countries where collision damage insurance from the rental agency is mandatory and you don’t have the option available to decline the rental agency’s CDW, LDW or similar provision, your American Express Card coverage will pay for covered theft, loss and damage up to the limit of the deductible stipulated in the Rental Agency’s CDW, LDW or similar provision, purchased by the Cardmember.


    Certain terms, conditions, limitations, and exclusions apply. Please read your Certificate of Insurance carefully.

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    Is there a deductible with this coverage?

    No, there is no deductible with this coverage.

  •  
    What does my American Express card cover in terms of automobile rental coverage?

    The coverage on your Card for automobile rentals is called Car Rental Theft and Damage Insurance. It is an insurance that covers you for theft, loss and damage, up to the actual cash value of the rental vehicle and valid rental agency loss of use charges when all conditions are met. For example, any physical damages, vandalism, fire, theft, damage to tires and windshields could be covered up to the full vehicle value.


    The Car Rental Theft and Damage Insurance is only available when the Cardmember fully charges the rental to an eligible American Express Card and does not accept the Collision Damage Waiver (CDW), Loss Damage Waiver (LDW), or their equivalent offered by a rental agency. The coverage only applies to rental autos with a MSRP of $85,000 Canadian or less, and for rental periods of up to 48 consecutive days. Certain terms, conditions, limitations and exclusions apply. Please read your Certificate of Insurance carefully.

  •  
    What types of vehicles are excluded from this coverage?

    Car Rental Theft and Damage Insurance excludes the following vehicles:

    • A vehicle, in its model year, with a Manufacturer’s Suggested Retail Price over $85,000 CAD, excluding all taxes, at the place the rental agreement is signed or where the rental auto is picked up.
    • Vans, cargo vans, mini cargo vans (other than mini-vans, as defined in your Certificate of Insurance)
    • Trucks, pick-up trucks, or any vehicle that can spontaneously be reconfigured into a pick-up truck
    • Limousines
    • Off-Road vehicles (as defined in your Certificate of Insurance)
    • Motorcycles, mopeds, or motorbikes
    • Trailers, campers, recreational vehicles or vehicles not licensed for road use
    • Vehicles towing or propelling trailers or any other object
    • Mini-buses or buses
    • Tax-free cars (as defined in your Certificate of Insurance)
    • Exotic or Antique vehicles (as defined in your Certificate of Insurance)
    • Any vehicle which is either wholly or in part handmade, hand finished or has a limited production of under 2,000 vehicles per year

    Certain terms, conditions, limitations and exclusions apply. Please read your Certificate of Insurance carefully.

  •  
    When should the police be called after an accident?

    Call the police if there are injuries or if you believe the damages to be excessive in cost. In certain areas, the police may ask you to go to a Collision Reporting Centre instead of waiting at the scene of the accident. If so, bring your driver’s license, rental agreement and insurance documentation for the rental vehicle with you. The rental vehicle ownership and insurance documentation is normally stored in the glove compartment.

  •  
    What are the Buyers Assurance Protection Plan benefits on my American Express card?

    The Buyer’s Assurance Protection Plan automatically doubles the manufacturer’s original warranty up to one additional year when you charge the full price on eligible purchases to an eligible American Express Card. This applies to products purchased with the Card anywhere in the world, provided the manufacturer’s warranty is valid in Canada and the U.S. and does not exceed five years. Jewelry, motorized vehicles, and their parts are excluded in this coverage. You will need approval before any repairs will be covered. Replacement and repair costs are limited to $10,000 per eligible item up to a maximum of $25,000 per Cardmember per policy year for all occurrences combined. Certain terms, conditions, limitations and exclusions apply. Please read your Certificate of Insurance carefully.

  •  
    What are the Purchase Protection Plan benefits on my American Express Card?

    The Purchase Protection Plan provides worldwide protection in the event of theft or damage of eligible purchases that are fully charged to an eligible American Express Card for a specific timeframe from the date of purchase as shown in your Certificate of Insurance if the item is not covered by other insurance. If the item is stolen or damaged, it may be replaced, repaired, or RSA may reimburse you up to the limit of coverage. Certain terms, conditions, limitations and exclusions apply. Please read your Certificate of Insurance carefully.

  •  
    What is my limit of coverage for Purchase Protection?

    As long as the full purchase price of an eligible item was charged to an eligible American Express Card, you have coverage for theft or physical damage to the eligible insured item within a specific time frame from the date of purchase if the item is not covered by other insurance. Notification of a claim must be made within 48 hours of the theft or damage. There is a benefit limit per occurrence which may vary by card. Please see your Certificate of Insurance for more information regarding eligible insured items and eligible events, and all the terms, conditions, limitations and exclusions that apply. Please read your Certificate of Insurance carefully.